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Training - Individual Education and Certification

AFSMI Members Only

The AFSMI Certification program is the technology industry standard for relationship skills training, helping service and support professionals rapidly acquire a world-class level of expertise and the credential to prove it. AFSMI membership is required to participate in the AFSMI Certification program.

AFSMI research has proven that strong professional development programs are a key driver in finding, motivating and retaining top talent. A highly skilled support staff is also key to reduced call times, higher first resolution rates, and decreased call escalation. These performance gains enable service and support operations to significantly improve unit productivity and reduce costs.

A well trained support staff also enables you to reduce call times, achieve higher first resolution rates, and decreased call escalation.  These performance gains enable service and support operations to reduce costs.

AFSMI partners with customer service training authority Impact Learning Systems to provide online customer service training and corresponding certification tests in 5 key areas.  Participants who successfully complete a program become AFSMI Certified and receive a certificate signed by the AFSMI Executive Director.

Certified AFSMI Courses:

Each of the following online courses consists of seven modules and includes a corresponding online certification test:

 

(CSQ) The Essentials of Customer Service Communication
This program is designed for non-technical customer service representatives who are candidates for AFSMI's Customer Service Qualified (CSQ) certification. Getting to the Heart of Customer Service™ teaches your employees all the professional skills they need to be AFSMI certified and to make a positive difference with customers, both internal and external.

 

(CSP-I) The Essentials of Technical Support Communication  
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.

 

(CSP-I) The Essentials of Field Service Communication
This program is designed for professional field service representatives who are candidates for AFSMI's Certified Support Professional I (CSP-I) certification. Developed especially for technology-based industries, The Essentials of Field Service Communication™ teaches your employees the professional support skills they need to be AFSMI certified and to make a positive difference with customers in the field.

 

New! (CSP-II) Diagnostic Troubleshooting
This program is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization.  Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process.

 

(CSP-S) Making It Happen
This program is designed for call center and help desk managers, supervisors, and team leads who are candidates for the Certified Support Professional Supervisor (CSP-S) certification. Making It Happen™ teaches leaders how to coach employees and reinforce skills used on the job.