SUPPORT STAFF EXCELLENCE PROGRAM
SSE is based on a series of training programs for technical support and field service staff as well as supervisors and managers. The program follows a four-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. - 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 support staff to reinforce training curricula and identify any areas of low performance. - Success Validation
The performance assessment is repeated and compared with the baseline to confirm and quantify the results of the program.
The Support Staff Excellence program is delivered by Impact Learning Systems, a TSIA Services Excellence Alliance Partner. For further information, please contact Kathy Anderson, TSIA advanced programs project coordinator.