┌█ SkillSoft.Managing.the.Quality.of.the.Customer.Support.Service █┐
│█ Center-LiB █│
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┌──────────────────────┐ ▓▒░ Release Information ░▒▓ ┌──────────────────────┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : Managing the Quality of the Customer Support Service Center │
├───────────────────────────────────────────────────────────────────────────┤
│ AUTHOR : SkillSoft │
├───────────────────────────────────────────────────────────────────────────┤
│ PUBLISHER : SkillSoft │
├───────────────────────────────────┬───────────────────────────────────────┤
│ ISBN : 0000000 │ MAKER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ PAGES : N/A Pages │ PACKAGER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ EDITION : N/A │ SUPPLIER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ LANGUAGE : ENGLISH │ FORMAT : ZIP │
├───────────────────────────────────┼───────────────────────────────────────┤
│ RELEASE : 03-03-09 │ SIZE : 21.99 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
│ └───────────────────────┘ │
│ │
│ [Product Information] │
│ │
│ Overview/Description │
│ Customers who experience problems with your service represent a │
│ significant challenge to your company. If the support center is able │
│ to deal with incidents efficiently, your company can benefit │
│ enormously. Reputation and customer satisfaction can be restored and │
│ procedures can be established to recognize and prevent future │
│ incidents. This course examines the processes involved in incident │
│ management and how a support center can use them to best effect. The │
│ course introduces the concepts behind incident management, │
│ demonstrates how to deal with and close incidents correctly, and │
│ teaches how to apply Service Level Agreement terms and Quality │
│ Assurance principles. The course helps to prepare learners interested │
│ in the Customer Support Specialist Certification, which is targeted │
│ at individuals wishing to qualify to work in a customer support │
│ center or help desk environment. │
│ │
│ Target Audience │
│ Individuals interested in the Customer Support Specialist (CSS) │
│ certification │
│ │
│ Expected Duration (hours) │
│ 3.5 │
│ │
│ Lesson Objectives │
│ │
│ Managing the Quality of the Customer Support Service Center │
│ # identify the benefits of using incident management techniques in a │
│ customer support center │
│ # recognize examples of when the application of incident management │
│ is necessary │
│ # apply incident management in a given scenario │
│ # sequence the stages in the incident management process │
│ # identify the benefits of documenting the occurrence, progression, │
│ and resolution of an incident │
│ # apply the incident logging procedure in a given scenario │
│ # recognize steps in closing an incident │
│ # recognize the benefits offered by Service Level Agreements │
│ # match objectives of a Service Level Agreement (SLA) with examples │
│ of appropriate statements to be included in the SLA │
│ # assign a suitable priority level to an incident, in a given scenario │
│ # identify the factors to consider when assigning priority levels to │
│ incidents │
│ # recognize the importance of quality assurance in improving support │
│ center employee performance │
│ # select the quality assurance techniques that are appropriate in a │
│ given scenario │
│ # identify the benefits of incident monitoring in a support center │
│ │
│ [Install Information] │
│ │
│ Unpack it ! │
│ Enjoy this fine release from TEAM LiB ~_* │
│ │
│ [For more information] │
│ │
│ http://www.skillsoft.com/Catalog/detail.asp? │
│ CourseCode=cust_03_a02_bs_enus │
│ │
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┌─────────────────────┐ ▓▒░ TEAM LiB AGREEMENTS ░▒▓ ┌───────────────────────┐
│ └─────────────────────────────┘ │
│ │
│ Attention: Please read these terms carefully before using our │
│ release. Using our release indicates that you have read and accepted │
│ these agreements. If you do not agree to accept these terms, do not │
│ use our release or infomation from it. We may change the terms of │
│ this Agreement at any time. │
│ │
│ YOU MAY USE OUR RELEASE FOR EVALUATION PRUPOSES ONLY. WE WILL NOT BE │
│ HELD RESPONSIBLE FOR OUR RELEASE. IF YOU LIKE THIS BOOKWARE, YOU'RE │
│ STRONGLY ADVISED TO BUY IT. BOOKWARE PUBLISHER AND AUTHOR NEED │
│ QUALITY PRODUCTS. YOU MAY NOT USE OUR RELEASE TO MAKE MONEY OR USE IT │
│ SUPPORT FOR COMMERCIAL PURPOSE. │
│ │
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