Support Specialist
Overview
The Support Specialist course is unique in its focus on the critical areas of performance for senior members of the support team. Course modules focus on the key roles senior specialists play in delivering quality support, including mentoring, knowledge creation and management, understanding metrics and teamwork. And, since senior specialists also play a key role in escalation management, the course teaches negotiation, problem management and effective listening to ensure that these senior support professionals are properly equipped to manage escalations and assist other team members in managing their case backlogs.The course is intended for experienced support professionals who require skills in problem resolution as well as in working with customers and the support team. This senior level support professional is often functions as a mentor to their colleagues.
Course Modules
- Serving your Customers
- Advanced Listening Skills
- Problem Solving
- Negotiation
- Support Metrics
- Capturing and Managing knowledge
- Mentoring
- Teamwork
- Project Management
- Managing Work Expectations
Delivery and Duration
This course is available as a closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online.More information
To request a course brochure, please complete our Contact Us form.
Click here for public class dates.
46 Comments
Very clear information that was easy to follow & hopefully introduce into my working life
An enjoyable two days – much learnt about where I can improve and do things better
Both Steve and Julie are clearly skilled at what they do and therefore need no suggestions on improvements.
All material was presented clearly with humour where appropriate, thouroughly enjoyed the course.
Good ideas to take into my role, would promote this to my manager to make things better.
The instructor presented the course very well. It was a great 2 day learning experience. It made me think for sure. I will use of these skills.
Very enjoyable course & very well presented.
Practice exam samples to help with revision would be useful.
Highly recommend to management.
Fantastic presentation, very well presented by Steve however some of tasks/activities lost me a little bit.
I found the class useful and engaging.
Steve was great.
Very good speaker, able to inspire a few people to fight for change and try to turn things around.
I enjoyed the course very much and it was presented very well by Steve.
Loved the course and will hopefully see you on the team supervisor course.
The material needs to be updated. Page 82 does not know about 201X 🙂
If the paper work and calculator can be using PC
Very good speaker, able to inspire a few people to fight for change and try to turn things around.
I enjoyed the course very much and it was presented very well by Steve.
I found the class useful and engaging.
Fantastic presentation, very well presented by Steve however some of tasks/activities lost me a little bit.
Really enjoyed the class, the conversation around topics and hearing people’s stories! Only thing I felt that could be improved was the links made between the course books and the discussions in regards to the exam. Great information in practice[…]
Excellent location & facilities. Excellent content & delivery. I thoroughly enjoyed the course. It had the right content and was extremely well delivered. Steve is certainly someone who inspires confidence. Review material.
Excellent. Will be booking Support Manager.
I have taken lots away from this course, especially regarding mentoring and KB articles. I have a project in mind for work 🙂 Thank you!
Some modules are meant for management and used for a support rep.
Engaging and enthusiastic. Open to discussion.
Great course content, well presented at a great pace. Steve was very knowledgeable and enthusiastic about the content. thank you very much!!
I found the activities & content very useful, reinforcing my view on the area I need for personal development, particularly in the area of negotiation
– The fact that it as a small class was very perfect. – If the class were bigger then it would make sense to expand the course to 3 days?
Excellent presented class which went above my expectations
The class is well designed and fits superbly with what I do. This reinforces my work environment.
It was a wonderful course, I liked it.
Great in a small group. Facilities are excellent. Very slick and smooth presentation. Flowed very well.
Great examples, energetic & engaging. Really great course. Thank you.
The class has been very useful and I look forward to putting some of the methods learned into practice.
Isobel was a great instructor for the course and the material covered applies greatly to my role.
Fantastic course & presenter!!! I learned a lot!
This has been a good refresher course. there are many things I knew, but years of experience pushes them to a side. This course has revived it. Thanks.
Enjoyed a lot the training thanks to the instructor.
No suggestions for this course, it is excellent as it is. Thank you!
Suggestion: KEEP IT UP! 🙂 Excellent course
Very good instructors!
Good course and instructor. Not all topics are related to my job, but I enjoyed it.
Well-presented course and good materials. A good level of knowledge and well-paced.
I thought the class was very well-paced and the style was very effective.