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Support Staff Excellence

Click here to view a brief webcast about this program (20 mb)

Support Staff Excellence is a powerful staff development program that enables the delivery of a superior customer service experience by developing your critical service delivery resources.

Support Staff Excellence is based on a series of training programs for entry level technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition and improve customer satisfaction scores.

Program Planning

Our training experts meet with you to identify the key success factors that will determine the return on investment from the program. The experts will design a custom training program that is designed to achieve your success factors.

Baseline Assessment

We measure your selected metrics to establish a baseline assessment of your performance. We also review your current processes and help you implement the best practices for capturing performance metrics.

Focused Implementation

We deliver online or classroom training in key areas to develop the required skills and competencies among your front-line support staff and supervisors.

Coaching

Our training experts work with your service staff to reinforce training curricula and identify any areas of low performance.

Success Validation

We repeat the performance assessment and compare with the baseline to confirm and quantify the results of the program.

Support Staff Excellence uses your chosen performance metrics to ensure that your staff internalizes the key elements of the training program and can improve their interactions with your customers on a sustained level.

For more information or to schedule a briefing about Support Staff Excellence, please contact us.