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Home > Course Registration

Course Registration

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

  • Virtual & Public Courses
  • Online Courses
  • Certification Tests & Workbooks
  • DVD Training Programs

Advanced Service Leadership (In Person) - $4000.00

The Advanced Service Leadership course offers technology service leaders an opportunity to unleash their full leadership potential.  The four-day training course provides service leaders with the tools to fully develop and execute a comprehensive service strategy for their organization. Upon completion of the course, participants will have the skills necessary to successfully lead a service organization with confidence and purpose. Add to Shopping Cart

Support Manager (Virtual) - $3995.00 

The Support Manager course is an eight part, instructor-led virtual training course providing training on the fundamentals of management relative to the support environment, and enhances the inherent skills and knowledge of support managers. Course includes eight 4-hour sessions spread over two consecutive weeks. This course focuses specifically on the most common management elements that occur in the support center including managing customer satisfaction, operations and team performance, and facilitating a team while managing a dynamic service product. Students who successfully pass the support manager certification exam at the end of the course will earn the designation as a Certified Support Manager. Add to Shopping Cart

Support Supervisor (Virtual) - $2295.00 

This Support Supervisor course is a five part, instructor-led virtual course providing training on the fundamentals of supervision in the technical support environment to enhance the skills and knowledge of support supervisors. The course includes five 4-hour sessions spread over one week. This course focuses on the leadership and management challenges facing supervisory staff in technical support, establishing and managing goals, change management, team building and coaching and managing support productivity. This course prepares students to take the online exam and become a Certified Support Supervisor. Add to Shopping Cart

Field Service Manager (Virtual) - $3995.00 

The Field Service Manager course is an eight part course designed to improve the leadership skills of field service managers. The course includes eight 4-hour sessions spread over two consecutive weeks.The course provides students with the leadership skills necessary to effectively manage the most complex field service operations. Students who successfully pass the field service manager certification exam at the end of the course will earn the designation as a Certified Field Service Manager. Add to Shopping Cart

Field Service Supervisor (Virtual) - $2295.00 

The Field Service Supervisor course is a five part course and begins with personal leadership and communication skills, progresses to creating a positive, energized environment for increased productivity, and concludes with the ability to take charge and drive team success. This course includes five 4-hour sessions spread over one week. This course equips new and existing field service supervisors and managers with the skills to perform successfully by motivating others. This course prepares students to take the online exam and become a Certified Field Service Supervisor. Add to Shopping Cart

Strategic Account Management (Virtual) - $1395.00 

The Strategic Account Management course is a three part, instructor-led virtual training course equipping SAMs with the knowledge, skills, and mindset they need to brilliantly fulfill their role of turning key customers into ongoing clients, and then turning those clients into loyal champions. The course includes three two-hour sessions spread over three days within the same week, typically a Monday, Wednesday, and Friday. Attendees are asked to complete some brief pre-work activities, and then participate in the virtual classroom sessions. During each session, the instructor will cover key concepts, engage the attendees in discussing their real-world situations, and answer any questions that come up.

Upon completion of the three part course, each student will have the option to engage in a private 30-minute coaching session with the instructor to help them apply the material to their environment.

Add to Shopping Cart

Team Leadership (Virtual) - $695.00 

The Team Leadership course is a three part, instructor-led virtual training course consisting of interrelated topics from our popular Support Supervisor and Support Manager courses. The course includes three 90 minute sessions spread over three days within the week the course is offered, typically a Monday, Wednesday and Friday. During each session, the instructor will cover key concepts, engage the attendees in discussing their real world situations and answer any questions that come up. Add to Shopping Cart

Support Professional (Virtual) - $1395.00

The Support Professional course is a three part virtual course that provides a blended learning experience combining online self-paced modules with a live, instructor-led webinar sessions for interactive reinforcement of key course concepts. Designed 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. Add to Shopping Cart

Communication Essentials for Support (Virtual)

The Communication Essentials for Support virtual course provides a blended learning experience that combines online self-paced modules with a live, instructor-led webinar session for interactive reinforcement of key course concepts. Students will learn how to manage customer perceptions and expectations, employ active listening skills, cross cultural communications, and other communication essentials to increase support effectiveness. The Communication Essentials for Support course enables support staff to deliver an exceptional customer experience. Learn More

Engaging Challenging Customers (Virtual)

The Engaging Challenging Customers virtual course provides a blended learning experience that combines online self-paced modules with a live, instructor-led webinar session for interactive reinforcement of key course concepts. The course covers topics such as how to manage customer perceptions and expectations, understanding the four stages of emotion and how to respond, identifying the seven types of difficult customers and delivering difficult messages. The course will help staff set and manage customer expectations and equip them to better engage challenging customers to ensure successful outcomes to their service and support interactions. Learn More
 

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. Add to Shopping Cart

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. Add to Shopping Cart

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. Add to Shopping Cart
 
 

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.” Add to Shopping Cart

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. Add to Shopping Cart

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.” Add to Shopping Cart

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. Add to Shopping Cart

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.” Add to Shopping Cart

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.” Add to Shopping Cart

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.” Add to Shopping Cart
 

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. Add to Shopping Cart

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. Add to Shopping Cart

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. Add to Shopping Cart

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. Add to Shopping Cart

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. Add to Shopping Cart

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. Add to Shopping Cart
 

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