┌█ SkillSoft.The.Customer.Support.Specialist-LiB █┐
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╚══════════╣ .::: LiBrary is Here !! :::. ╠══════════╝
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┌──────────────────────┐ ▓▒░ Release Information ░▒▓ ┌──────────────────────┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : The Customer Support Specialist (CSS) │
├───────────────────────────────────────────────────────────────────────────┤
│ AUTHOR : Skillsoft │
├───────────────────────────────────────────────────────────────────────────┤
│ PUBLISHER : Skillsoft │
├───────────────────────────────────┬───────────────────────────────────────┤
│ ISBN : 0000000000 │ MAKER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ PAGES : 00 Pages │ PACKAGER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ EDITION : 00 │ SUPPLIER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ LANGUAGE : ENGLISH │ FORMAT : ZIP │
├───────────────────────────────────┼───────────────────────────────────────┤
│ RELEASE : 01-13-09 │ SIZE : 31.01 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
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│ │
│ [Product Information] │
│ │
│ │
│ Overview/Description │
│ It costs a business much more to acquire a new customer than it does │
│ to retain an existing one. So it makes sense that a business must do │
│ everything it can to support and satisfy existing customers. Handling │
│ complaints effectively and efficiently can result in increased │
│ customer loyalty. Today's Customer Support Specialists (CSS) and │
│ support centers have a vital role to play in ensuring customers' │
│ needs are addressed in an effective, efficient manner. This course │
│ will familiarize the individual with the basic role of the CSS and │
│ the environment in which he performs his duties, including typical │
│ roles of the CSS in a support environment, basic tasks accomplished │
│ by the CSS, the support center and customer's role in a support │
│ environment, how the support center has evolved, and company and │
│ support center best practices. This course prepares individuals │
│ interested in the Customer Support Specialist (CSS) certification, │
│ which is targeted at individuals wishing to qualify for work in a │
│ customer support center or help desk environment. │
│ │
│ Target Audience │
│ Individuals interested in the Customer Support Specialist (CSS) │
│ certification │
│ │
│ Expected Duration (hours) │
│ 3.5 │
│ │
│ Lesson Objectives │
│ │
│ The Customer Support Specialist (CSS) │
│ # recognize the Customer Support Specialist's (CSS) contribution to │
│ business │
│ # identify why the Customer Support Specialist (CSS) is valued by │
│ modern businesses │
│ # apply the skills of the Customer Support Specialist (CSS) in a │
│ given scenario │
│ # recognize examples of the phases in the CSS call process │
│ # apply the ethical standards expected of a Customer Support │
│ Specialist in a given scenario │
│ # determine which ethical guidelines have been followed in a given │
│ scenario │
│ # recognize the benefits of the support center for the customer and │
│ the company │
│ # identify examples of where the support center serves its purpose to │
│ the customer │
│ # identify examples of purposes served by the support center for the │
│ company │
│ # identify examples of a support center's responsibilities to the │
│ customer │
│ # identify the support center's responsibilities to the Customer │
│ Support Specialist │
│ # recognize the different phases of the support center evolution │
│ # apply the CRM methods employed by the support center in a given │
│ scenario │
│ # recognize the benefits of adhering to support center policies and │
│ best practices │
│ # match topics featured in a support center policy to examples │
│ # determine the support source most suitable in a given scenario │
│ │
│ [Install Information] │
│ │
│ Unpack it ! │
│ Enjoy this fine release from TEAM LiB ~_* │
│ │
│ [For more information] │
│ │
│ http://www.skillsoft.com/catalog/ │
│ detail.asp?CourseCode=cust_01_a01_bs_enus │
│ │
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┌─────────────────────┐ ▓▒░ TEAM LiB AGREEMENTS ░▒▓ ┌───────────────────────┐
│ └─────────────────────────────┘ │
│ │
│ Attention: Please read these terms carefully before using our │
│ release. Using our release indicates that you have read and accepted │
│ these agreements. If you do not agree to accept these terms, do not │
│ use our release or infomation from it. We may change the terms of │
│ this Agreement at any time. │
│ │
│ YOU MAY USE OUR RELEASE FOR EVALUATION PRUPOSES ONLY. WE WILL NOT BE │
│ HELD RESPONSIBLE FOR OUR RELEASE. IF YOU LIKE THIS BOOKWARE, YOU'RE │
│ STRONGLY ADVISED TO BUY IT. BOOKWARE PUBLISHER AND AUTHOR NEED │
│ QUALITY PRODUCTS. YOU MAY NOT USE OUR RELEASE TO MAKE MONEY OR USE IT │
│ SUPPORT FOR COMMERCIAL PURPOSE. │
│ │
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┌────────────────────────┐ ▓▒░ TEAM LiB NEWS ░▒▓ ┌──────────────────────────┐
│ └───────────────────────┘ │
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│ - Looking for EU affil site │
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│ Do You Wanna Join? Getting In Touch With Us If... │
│ - You can access Online library │
│ - People who works in publishing company │
│ - You can provide fast speed servers as team │
│ dump │
│ such as 100+mbit/200+g │
│ - You are good cracker │
│ │
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┌───────────────────────┐ ▓▒░ TEAM LiB Greets ░▒▓ ┌──────────── ▄▄ ─────────┐
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┌─────────────────────┐ ▓▒░ Contact Information ░▒▓ ┌───────── ███████ ─────┐
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