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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

CSP-I: Technical Support

The Essentials of Technical Support Communication

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