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CSP-I: Technical Support

The Essentials of Technical Support Communication 

 

CSP—I Certification Training
This program is designed for professional technical support representatives who are candidates for AFSMI's Certified Professional I (CSP-I) certification. The Essentials of Technical Support Communication™ teaches your employees the professional support skills they need to be AFSMI certified and make a positive difference with customers, both internal and external.

 

Course content

Module 1: Showing Customers You Care

  • Discovering the customer service role in technical support
  • Developing a customer-focused attitude
  • Integrating ethics and values into the technical support environment

 

Module 2: Using Language to Serve the Customer

  • Using positive language
  • Using language the customer can understand
  • Using transitions to move through the call
  • Building rapport

 

Module 3: Opening the Call

  • Opening the call
  • Interrupting the caller
  • Transferring a call

 

Module 4: Uncovering Customer Issues

  • Questioning to determine customer needs
  • Honing your listening skills
  • Confirming your understanding

 

Module 5: Solving Customer Problems

  • Developing a problem statement
  • Classifying the problem
  • Handling requests you can’t fulfill

 

Module 6: Handling Challenging Calls

  • Maintaining your poise with challenging calls
  • Preventing challenges from escalating
  • Dealing with upset customers

 

Module 7: Closing the Call

  • Securing customer satisfaction
  • Closing and documenting the call

 


To enroll now contact dferrer@afsmi.com

 

 

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