SSE training courses are an excellent opportunity to sharpen your skills as a support professional. Courses are completed at the individual level prior to submission for the organizational Certified Support Staff Excellence Center certification. Participants who successfully complete a program become a Certified Support Professional (CSP) and receive a certificate signed by TSIA’s executive director, Thomas Lah.
Each of the following courses consist of several modules, and include a corresponding online certification test.
This program is designed with an end-to-end view of the customer experience. All service and support staff and management will benefit from sessions, workshops, and tools that will vastly improve interactions with both internal and external customers. The Service ReadyTM program provides the framework and techniques to develop skills that make every interaction a high-value experience for the customer. Participants will achieve TSIA (Service Ready) certification while learning to navigate tough situations and personalize the experience along every step of the customer’s journey.
This program is designed for professional technical support representatives who are candidates for TSIA’s CSP certification. Service Ready for Technical SupportTM teaches your employees technical support communication skills and helps participants connect with customers in highly productive and efficient ways, resulting in positive defining moments as well as the reduction of average handle time and increasing first-call resolution rates.
This program is designed for professional field service representatives who are candidates for TSIA’s CSP certification. Developed especially for technology-based industries, Service Ready for Field ServiceTM teaches your employees the field service communication skills they need and helps participants connect with customers in highly productive and efficient ways, resulting in positive defining moments as well as improving operational issues like fix rates and adherence to service level agreements.
This course is designed to improve the troubleshooting abilities of technicians at all levels of a support organization who are candidates for TSIA’s CSP certification. Diagnostic Troubleshooting to be Service ReadyTM teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. They are introduced to common troubleshooting techniques and ways to work with key stakeholders during the resolution process in order to reduce time to resolution and the associated costs.
This course is designed for call center and help-desk managers, supervisors, and team leads who are candidates for TSIA’s CSP certification. Coaching to be Service ReadyTM teaches front-line leaders to construct a customer-focused culture with appropriate standards for performance. They will be ready to use the skills and communication approaches established in all of the Service ReadyTM coursework to coach employees to higher levels of success.
When over 90% of your management and front-line support staff successfully completes the Certified Support Professional (CSP) training, your organization will be eligible for the designation Certified Support Staff Excellence Center (CSSEC), allowing you to:
The term of the certification will be for one year from the date of completion, renewable in one-year increments. Member companies can achieve the designation at the level of a single call center, business unit, or geography, or at a corporate-wide level. The designation will apply only to that portion of the member company that has successfully completed the SSE program, in accordance with the criteria outlined below.
TSIA is honored to recognize the member companies who have made a commitment to operational excellence in their support operations.
The Technology Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.