Training & Mentoring
All of our support staff training/mentoring programs are customized based on your particular needs. However listed below are some of the areas covered.
What Will be Highlighted
All of our support staff training/mentoring programs are customized based on your particular needs. However listed below are some of the areas covered.
What Will be Highlighted
- The process of incident management-from detection and recording to closure
- Critical thinking skills to resolve incidents quickly and consistently
- The importance of total contact ownership and responsibility
- Working as a team
- An awareness of the core help desk processes and best practices used in service and support centers
- Valuable active listening skills and effective communication strategies
- Proven techniques for improving customer interactions
- Effective support center strategies for managing difficult customers
- Front-line technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents, reduce escalations, and master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction