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Course & Event Registration

Welcome to our of Course & Event Registration catalog. Click on a category to expand the list of courses, events or training products. You can select options for each one during the check out process.

Conferences & Events

2014 Executive Forum (Oct, 2014 – San Diego, CA)

Service Strategies will host our annual Executive Forum Event in early October 2014 in San Diego, CA.  The event brings together senior leaders from technology service organizations who will share their experiences and discuss the future of the industry. The forum includes open discussion on a variety of topics submitted by the attendees as well as a few select presentations from industry leaders. 

Details Coming Soon

Public Training Courses

Service Executive Leadership – $4000.00

This five day course provides a concise and integrated guide to successful service transformation. It draws on the insights and recommendations of service business executives, with a specific focus on strategy and management challenges arising in service transformation. The course is designed to help Service Executives gain the knowledge and insight necessary to – Lead a service transformation, Design and manage the customer experience, Improve profitability and Inspire employees and influence their behavior

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Support Manager – $3600.00

This four and a half day course is uniquely created to provide training on the fundamentals of management relative to the support environment, and to enhance the inherent skills and knowledge of support managers. This course focuses specifically on the most common management elements that occur in the technical support center including managing customer satisfaction, operations and team performance management, and facilitating a team while managing a dynamic service product.

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Support Supervisor – $1995.00

This three day course provides training on the fundamentals of supervision relative to the technical support environment, while enhancing the inherent skills and knowledge of support supervisors. This course focuses specifically on the leadership and management challenges facing supervisory staff that occurs in the technical support center, establishing and managing goals, change management, teambuilding and coaching, achieving goals as a team, and managing support productivity.

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Support Professional – $1195.00

This two day course provides professional training for support analysts. It teaches the customer skills necessary to deliver quality services in today’s complex support environment. Support Professional teaches practical skills in effective communication, telephone and online professionalism, questioning techniques, teamwork, and support tools, among others.

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Field Service Manager – $3600.00

This four and a half day course is designed for field service managers looking to develop the specific skills necessary for managing a field service operation. The course provides the skills needed to successfully manage a field service operation – providing all of the training on the fundamentals of managing remote customer facing staff and area/office operations relative to the field service environment, while enhancing the intrinsic skills and knowledge of first line management.

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Strategic Account Management – $1395.00

This two day workshop provides support and technical account managers with the relationship skills and account management tools they need to proactively increase customer loyalty, generate new business and accelerate their confidence. In this highly-interactive workshop participants will learn the skills to become a top performing strategic account manager and have the confidence to deal effectively at all levels within their accounts.

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Knowledge-Centered Support – $1395.00

Whether you provide technology support for a corporate help desk, products, or a third party provider, you are almost certainly under pressure to extract as much productivity as possible from your resources while also improving service levels. This comprehensive two and a half day workshop on Knowledge-Centered Support (KCS) will help you to achieve this goal.

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Problem Solving & Troubleshooting – $1395.00

This two day course provides a systematic approach to analyzing problems and creating solutions. It provides the tools required to reduce problem resolution time, deliver a consistent level of support, and improve staff utilization through data gathering and systematic analysis based on a solid framework.

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Online Training Courses

Strategic Account Management – $1395.00

Instructor Led Online Training Course – None Scheduled
This six-week online course covers the same content as our public workshop, but in an online learning environment. The online option works great for distributed teams, helps minimize travel expenses and allows the staff to arrange training time around their busy schedules.

Service Representative Online – $199.00

This online course introduces entry-level service representatives to the fundamental principles and techniques required for excellent customer service delivery. The Service Representative online training course is structured to provide a combination of teaching and interactivity that enables the student to not only learn valuable information, but also to apply that information to real world situations. Upon registration, a student is allowed access for 90 consecutive days to complete the course.

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Support Professional Online – $399.00

This online course trains support professionals in the customer skills necessary to deliver quality services in today’s complex support environment. The Support Professional online training course is structured to provide a combination of teaching and interactivity that enables students to learn valuable information, and also to apply that information to real world situations. Upon registration, students are allowed access for 90 consecutive days to complete the course.

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Field Service Engineer Online – $399.00

Developed specifically for the technical field engineer, the Field Service Engineer course provides interactive online learning with on-the-job tools for the field engineer combined with a skills reinforcement module for the field manager. The Field Service Engineer online training course is structured to provide a combination of teaching and interactivity that enables students to learn valuable information, and also to apply that information to real world situations. Upon registration, students are allowed access for 90 consecutive days to complete the course.

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Certification Tests and Workbooks

 

Service Representative Test – $99.00

SCP Career Certification Test for the non-technical service representative. Before taking this test, the candidate must have completed the corresponding Service Strategies online or instructor-led course titled “Service Representative.”

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Service Representative Workbook – $50.00

This workbook serves as a written reference to the material presented in the Service Representative (CSR) Online Course. Students will find the workbook helpful in preparing for the corresponding certification test and as future reference.

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Support Professional Test – $99.00

SCP Career Certification Test for the technology support professional. Before taking this test, the candidate must have completed the corresponding Service Strategies online or instructor-led course titled “Support Professional.”

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Support Professional Workbook – $100.00

This workbook serves as a written reference to the material presented in the Support Professional (CSP) online course. Students will find the workbook helpful in preparing for the corresponding certification test and as future reference.

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Support Specialist Test – $99.00

SCP Career Certification Test for the senior technology support professional. Before taking this test, the candidate must have completed the corresponding Service Strategies instructor-led course titled “Support Specialist.”

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Support Supervisor Test – $200.00

SCP Career Certification Test for the supervisor or new manager. Before taking this test, the candidate must have completed the corresponding Service Strategies instructor-led course titled “Support Supervisor.”

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Field Service Engineer Test – $99.00

SCP Career Certification Test for the Field Service Engineer. Before taking this test, the candidate must have completed the corresponding Service Strategies online course titled “Field Service Engineer.”

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DVD Training Programs

 

Service Impact!™ Series – $899.00

Service Impact!™ is a new series of customer service training DVD’s. Featuring engaging, lifelike scenarios and TV-quality production, the Service Impact!™ series is designed to be used for meeting openers, training, and more! And with a feature-packed facilitators guide on CD-ROM, you’ll have all the tools you need to make training easy – and successful.

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Service Impact!™ Series (Credibility Through Honesty) – $295.00

Credibility Through Honesty is the topic of this Service Impact Series customer service training video. Includes feature-packed facilitators guide. In Part 1, an overwhelmed service representative, Terry receives a call from a frustrated customer Justine. When Terry realizes he forgot about Justine’s case, he tries to end the call before his manager finds out. He refuses to admit his mistake. In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility and ownership, immediately schedules corrective action, and accommodates Justine. He solves the problem, and wins another satisfied customer.

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Service Impact!™ Series (Cross-Cultural Communication) – $295.00

Cross-Cultural Communication is the topic of this Service Impact Series customer service training video. Includes feature-packed facilitators guide. In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer. In Part 2, Valerie approaches the same situation differently, adapting to the customer’s unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately creates another happy customer.

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Service Impact!™ Series (Dimensions of Service) – $295.00

Dimensions of Service is the topic of this Service Impact Series customer service training video. Includes feature-packed facilitators guide. In Dimensions of Service, you’ll discover the secrets of improving customer satisfaction by seeing all facets of the client experience. Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time – but satisfaction actually goes down. We see this happen when a customer, Justine, doesn’t receive a call back as promised, and is frustrated that her issue hasn’t been resolved. Larry’s superior, Wendy, explains that you need to understand all dimensions of service to achieve customer satisfaction. He tries a new initiative, looking at all dimensions of service.

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Service Impact!™ Series (Levels of Learning) – $295.00

Levels of Learning is the topic of this Service Impact Series customer service training video. Includes feature-packed facilitators guide. In part 1, Carlos is an experienced rep – he knows the product thoroughly, and assumes everyone else does too. That’s his fatal flaw: he’s an unconscious competent: highly skilled, but doesn’t realize it. In part 2, Angela is an experienced rep, patient and helpful with those new to the product. She’s a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble – which makes him anxious about his job and reputation. Angela is instantly aware of Warren’s inexperience, puts him at ease, and solves the issue.

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Service Impact!™ Series (The Angry Customer) – $295.00

The Angry Customer is the topic of this Service Impact Series customer service training video. Includes feature-packed facilitators guide. In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. In Part 2, The customer calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers.

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