FEATURED COURSE
Support Manager (CSM)
March 22 - 26, Sydney, Australia April 5 - 9, Santa Clara, CA
Like an MBA for service managers, this dynamic and interactive course includes over 32 hours of university-level instruction focused on managing Customer Service and Support Operations. Students who successfully complete the on-site exam attain the designation as a Certified Support Manager (CSM) under the industry standard Service Capability & Performance, Career Certification program.
Learn More | Register
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BLOG POSTS
Pain Drives Innovation
by: Tom Flodeen, Mentor Graphics Corp.
Most of us believe we are great change advocates, but the reality is we also all like stability. Especially when it is stability in our own operation. I have learned over the years that change is often the result of pain. As long as the current process causes no pain, it is likely not going to change. But once pain is introduced, changes become needed. Once a change has been identified that will ease the pain, it becomes desired. Read More
Training vs. Skills Development
by Steve Brand, SGSA Ltd.
According to data from the Future Foundations think tank, one in eight employees throw in the towel and leave their job before they reach a competent level of performance. Why they fail to reach a competent level is more about training and the skills of their manager than it is about the employee. At my first interview, I was too wet behind the ears to ask what training a rookie computer operator got and subsequently had to learn ‘on the job’, now recognised as the least effective form of training and a major contributor to why over 12% of new hires fail to make the grade. More
ARTICLE
The Problem with Your Performance Review Feedback
by Charles S. Jacobs [Source, BNet]
Next to perhaps a layoff, a performance review is probably the least eagerly anticipated event in the office, both for the manager and the employee. No one enjoys giving difficult feedback or receiving it. Worse yet, studies have shown that reviews rarely result in improved performance. While positive feedback is enjoyable, it doesn't improve performance because we’re internally driven to do the best we can. Negative feedback either has no effect or makes performance worse. More
UPCOMING EVENTS
Webinar: Everybody Sells Services - At Least they Should!
Thursday, February 25, 2010 | 9:00 AM - 10:00 AM Pacific Time
Join us for our next Best Practice Webinar titled "Everybody Sells Services - At Least they Should!" Hosted by Service Strategies, this session will feature special guest speaker Dr. Jim Alexander, Ed.D. founder of Alexander Consulting. Dr. Alexander shares his wisdom about how to build, market, and sell profitable services in any industry. He will share the experiences, benchmarks and best practices articulated in his new book, “Seriously Selling Services.” You’ll find relevance in the topics, value in the content and enjoy the crisp, to-the-point presentation. Don't miss this informative webinar. Register Now
Event: 2010 Executive Forum
Tuesday May 25, 2010 - Atlanta, GA
Please join us at our upcoming 2010 Executive Forum scheduled for May 25th, in Atlanta GA. We bring together senior leaders from technology service organizations to share experiences and discuss the future direction of the industry. You'll find the forum enlightening and very beneficial. More
NEW TRAINING PROGRAM
Accent Reduction Training
Service Strategies Asia Pacific is pleased to offer a new Accent Reduction Training Program designed for companies with Asia based technical support staff needing to improve their English language skills. The program employs specially designed Accent Neutralization and Reduction techniques that can help your Asian support operations. Learn More
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FOR COMMUNITY MEMBERS
RECORDED WEBINARS:
Making Metrics Matter – Leveraging Dashboards to Drive Change
Jim Jones and Carl Orsi of Wind River Systems
January's Best Practice Webinar feature special guest speakers Jim Jones and Carl Orsi of Wind River Systems. In this session, we discussed how Wind River is using an innovative Dashboard reporting system to measure performance and drive change. Reporting metrics is simply not enough, the key is how companies can leverage the information to improve performance and influence change throughout the company. View Recording
Executing an Effective Transition to Support Process
Sydney Garner, Director of Product Support, McKesson Corporation
December's Best Practice Webinar featured special guest speaker Sydney Garner, Director of Product Support for the Extended Care Solutions Group of McKesson Corporation. In this session, Sydney discussed the proven approach McKesson uses to transition customers from implementation into mainstream support, thereby setting the stage for their ongoing success. View Recording
SCP DEVELOPMENT:
2010 Edition Standards Set for Release
Service Strategies is pleased to announce that the 2010 Edition of the Service Capability & Performance (SCP) Standards is now set for release. Over the course of 2009 we have worked with the industry to update the standards to account for rising customer expectations and advances in processes, methodologies and business models employed by leading service organizations. More
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ONLINE TRAINING COURSES
Service Strategies provides a variety of online training courses for service professionals. Check out our online courses and register today:
DVD TRAINING PROGRAM
The Service Impact! Series includes a set of training videos on DVD and a facilitators guide on CD-ROM. Perfect for meeting openers, training sessions and more! Save 60% off the typical price of a training program. Choose a single topic or the complete series bundle. Purchase Online or Preview |
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PUBLIC TRAINING COURSES
Service Strategies offers a range of training and development courses for service professionals. Check out our public courses and workshops:
Support Manager
March 22 - 26 Sydney, Australia
April 5 - 9 Santa Clara, CA
April 26 - 30 Singapore
June 7 - 11 Atlanta, GA |
Field Service Manager
April 19 - 23 Houston, TX
May 17 - 21 Windsor, UK
July 19 - 23 Chicago, IL |
Support Supervisor
March 9 - 11 Windsor, UK
March 23 - 25 Houston, TX
May 17 - 19 Sydney, Australia
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Knowledge-Centered Support
March 22 - 24 Irvine, CA
April 20 - 22 Windsor, UK
November 16 - 18 Windsor, UK |
Support Professional
February 24 - 25 Windsor, UK
February 24 - 25 Sydney, Australia
May 12 - 13 Windsor, UK
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Problem Solving
March 24 - 25 Windsor, UK
October 13 - 14 Windsor, UK |
Account Management for Support
March 2 - 3, 2010 Houston, TX
May 5 - 6 Windsor, UK
May 19 - 20 Orlando, FL |
>>Full Course Schedule<<
>>Register for a Course<< |
RECENTLY CERTIFIED UNDER THE
Service Capability & Performance (SCP) Standards
 - Denotes number of years certified
McKesson Corporation
Charlotte Product Group - Charlotte, NC
Medical Imaging Group – Vancouver, BC
Websense, Inc.
North America Support – San Diego, CA
EMEA Support – Reading, United Kingdom
Fenwal
Global Technical Services – Lake Zurich, IL
CompuCom Systems, Inc.
Dallas Service Desk – Dallas, TX
Wind River Systems
North America Support Operations – Alameda, CA
Invensys Operations Management
Wonderware – Lake Forest, CA
RelayHealth
Support Center – Tulsa, OK
EMC²
Problem Resolution & Escalation Management (PREM) - Hopkinton, MA
Problem Resolution & Escalation Management (PREM) - Pleasanton, CA
Problem Resolution & Escalation Management (PREM) - Burlington - Ontario, Canada
Problem Resolution & Escalation Management (PREM) - Cork, Ireland
Problem Resolution & Escalation Management (PREM) - Sydney, Australia
View the Complete List of SCP Certified Organizations
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