In today’s business environment it is crucial for Customer Service Specialists to provide unsurpassed customer service. Certified Customer Service Specialists have been tested to ensure they meet the required standards.

Download the CSS Certification Standards

• Mastered the roles and responsibilities of a Customer Support Specialist
• Developed an understanding of the call center environment
• Developed the skills and competencies required to succeed as a Customer Support Specialist
  
  Description:
  This is a two-day interactive course with practical exercises and group discussion to reinforce learning. Upon completion of the course, attendees will be prepared to successfully pass HDI's CSS Certification test. Course attendees will be introduced to the roles and responsibilities needed to provide the highest levels of customer service, in addition to the call center environment's processes, procedures, and basic tools and technologies.
  
  Each customer interaction is unique and offers an opportunity to enhance the relationship with that customer. This course includes valuable information and everyday solutions for addressing the attitudes, behaviors, and relationships between customers and the support team.
  
  What You Will Learn:
  
• The importance and benefits of measuring the delivery of customer support
• How to create “win/win” positive interactions with customers and co-workers
• How to identify underlying customer needs
• How to gain agreement with customers, and meet and exceed customer expectations
• The difference between providing solutions and satisfying a customer’s psychological needs
• How to deal effectively with a variety of customer situations
• How to work with unrealistic or angry customers
• How to gain satisfied customers through better listening
• The guidelines for problem escalation
• The importance of delegation
• The basic anatomy of computers
• Basic tools and technologies used in the customer support industry