You Know How to Answer the Phone – What’s Next?
by Maureen LoBue, Service Strategies Corporation

New support professionals learn valuable basic skills in working with customers through the Certified Support Professional (CSP) course offered by Service Strategies. But what about more experienced professionals who need to continue to learn new skills? As you gain experience, the levels and types of skills change and so do your needs for growth.

So where do you look for opportunities to learn the types of skills required of the more experienced professional? How do you work toward career growth? How do you demonstrate your possession of advanced skills?

CSS is the answer. The Certified Support Specialist (CSS) course developed by Service Strategies is available to teach you the high-level skills needed as an experienced professional and to prepare you for the SSPA Certification examination to demonstrate your acquisition of those skills.

One focus of the CSS course is to move experienced professionals toward more advanced customer and technical skills. Communication skills are explored and reinforced through discussions about the core concepts of communication and customer satisfaction. You’ll learn and practice a variety of negotiation and problem-solving skills that come into play when working with difficult customer situations.

CSS also prepares you for career advancement. You’ll learn how to share your experience and knowledge with others in the support center through mentoring. Metrics and knowledge management are also discussed as an integral part of expanding job responsibilities. You’ll develop project plans as you learn organized leadership skills through project management curriculum. Teamwork and work expectations are also explored to reinforce critical team skills and to deal positively with the challenges of the work environment.

You already know how to answer the phone. To continue in this fast paced, competitive field you need to learn the advanced skills offered by the CSS course that will enhance your job and prepare you for career advancement. The certification exam provides the opportunity to obtain national certification updated yearly through continuing education.

For more information about the CSS course and other courses offered by Service Strategies, send us an email to info@servicestrategies.com or give us a call at 858.674.4864 or 800.552.3058.