TSIA Support Staff Excellence

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 Ready^TM 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 Support^TM 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 Service^TM 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 Ready^TM 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 Ready^TM 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 Ready^TM coursework to coach employees to higher levels of success.

• Ninety percent of front-line support staff must successfully complete (or renew for re-certification) a CSP course of instruction and certification.
• Ninety percent of management staff must successfully complete (or renew for re-certification) the CSP courses of instruction and related certifications.
• Substantively improve the two metrics identified at the outset of the program as key performance indicators for your support center.

• Ninety percent of front-line support staff and their managers must successfully complete an additional set of CSP course of instruction and certification.
• Substantively improve two pre-determined key performance indicators for your support center.
• *Additional levels may be achieved with each additional set of course instruction and certification completed.