Service Industry Training and Education Programs
Service Strategies has the service industry training and career development courses you need to reach your goals. Our courses improve the skills and capabilities of service professionals, contribute to the success of the service organization and prepare students for certification under the industry leading Service Capability & Performance (SCP) Career Certification program.
Each of our service industry training courses are designed specifically for customer service, technical support and field service professionals. The courses develop skills that are directly transferable to the work service professionals engage in on a daily basis. Service Strategies facilitates the transfer of skills to students in several ways, such as:
- Tailoring class exercises to real world situations your team encounters
- The use of role playing exercises and case studies to apply the skills in class
- By offering a “Making It Stick” workshop to help managers develop evaluation and follow-up plans
- By offering a “Keeping It Fresh” online follow-up course for targeting post-training skills and behaviors
Service Representative
This course introduces entry-level service representatives to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principal, line of contact with customers, service representatives have a unique and challenging opportunity to influence customer perception and loyalty. In today’s competitive market, superior customer service is critical to continued success for any service organization.
Support Professional
This course trains support professionals in the customer skills necessary to deliver quality services in today’s complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Support Professional course teaches practical skills in effective communication, telephone and online professionalism, questioning techniques, and teamwork, among others.
Support Specialist
This course is for professionals with advanced experience and skills in support services. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork. Participants find that the course builds on previous support specific programs and prepares them for a role of senior support analyst/engineer.
Field Service Engineer
This blended learning course will teach both experienced and new field service engineers unique customer service skills to ensure success in their high expectation and complex environment. 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.
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