Service Strategies Corporation (Company
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Studies), provider of industry-standard certification and training programs that ensure delivery of consistent, high-quality customer service and support, today announced two additions to their training curriculum - Financial Management for Support and Support Supervisor.
“These courses extend the reach and breadth of our training curriculum,” states Ben Stephens, vice president of professional services for Service Strategies Corp. “We worked closely with industry leaders to identify the needs of supervisors and managers and structured the courses around that feedback. As in all Service Strategies courses, participants will receive a support specific educational experience.”
Support Supervisor
This course, developed with industry leading support organizations, provides support supervisors, and those new to support management, the skills necessary to successfully lead a support team.
The twenty-hour course is uniquely created to provide training on the fundamentals of supervision relative to the technical support environment, while enhancing the inherent skills and knowledge of support supervisors. The course focuses specifically on the leadership and management challenges facing supervisory staff that occurs in the technical support center, establishing and managing goals, change management, teambuilding and coaching, achieving goals as a team, and managing support productivity.
The Support Supervisor course is for experienced first line support supervisors or those who have just joined the management ranks. It is offered in various cities each month.
Financial Management for Support
This one day intensive course provides support center executives and managers a highly focused look at emerging elements of financial management from the support center perspective. Each section of the course is presented in a manner that builds a total comprehension of the financial considerations required for dealing with all aspects of planning and managing financial matters in a contemporary support operation.
The course significantly expands on the concepts presented in the popular Support Manager course, also known as CSM. It takes participants beyond the CSM perspective and enables them to delve deeply into financial concepts and discuss how to apply them specifically to their support operation. Topics covered in the course include budgeting, forecasting, cost benefit analysis, and capital budgeting. The first class will be delivered at the SCP Showcase in Las Vegas on February 25, 2005.
For more information on these or other Service Strategies courses, please call 858.674-4864 (toll free in North America at 800.552.3058) or email info@servicestrategies.com.
About Service Strategies Corporation
Headquartered in San Diego, CA, Service Strategies advances service excellence for quality-minded organizations by providing industry-standard certification and training programs that ensure delivery of consistent, high-quality customer service and support. Service Strategies applies a proven benchmark process to its certification programs that measures and drives effectiveness for continuous service improvement. In addition, the company’s tailored training programs enhance the careers of service professionals throughout the industry and lead to increased organizational effectiveness. The world’s leading service and support providers use Service Strategies’ Support Center Practices (SCP) Certification program as a roadmap for service excellence and a qualitative and quantitative measure of success. For more information, visit www.servicestrategies.com, email info@servicestrategies.com, or call 858.674.4864, toll free in North America 800.552.3058
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