• Customer Support Team Lead (CSTL) Certification Class

Customer Support Team Lead (CSTL) Certification Class

The Customer-Support Team Lead position wears two hats. You're probably doing much of the same job as a support specialist, but with added leadership responsibilities. But keep in mind that while being very good at the support specialist role is likely how you got the job, it's not how you do the job. There are added responsibilities of leading and modeling a service culture, managing customer care, being the point of customer escalation, leading and developing a team of people, and coaching their performance and behaviors. This course will prepare you for your dual role as a support specialist and as a leader.

You’ll learn . . .

• best practices for the call-handling process and service management
• how to deal with difficult customer-service situations
• how to enhance your personal and professional competencies
• how to manage customer expectations
• the importance of working as an active team member
• how to work ethically, productively and with confidence
• the importance of creating and managing a service culture
• what's required to lead a team
• the four temperament types, and how they impact communication and behavior
• how to coach performance and behaviors in a high-performance culture

Who Should Attend?
This course is the pathway for attaining SPC Customer Support Team Lead (CSTL) Certification and is recommended for team leads and supervisors of support teams, call centers, help desks and service desks who want to develop their knowledge and skills for delivering world-class customer support.

Important Note: If you have already completed our Tier-1 Support Specialist class or our Customer Support Agent class, you are eligible to enroll into our abridged Customer Support Team Lead class at a reduced enrollment fee.

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Customer Support Team Lead (CSTL) Certification Class

  • Product Code: cstl
  • Availability: In Stock
  • $1,095.00


  • 5 or more $985.00
  • 10 or more $875.00
  • 20 or more $765.00

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