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Can you answer yes to one of these?
- Has the lack luster economy, caused your budget to shrink?
- Do you have training money but no travel money to get people places with the high cost of airline travel?
- Do you have people who could benefit from training on Knowledge Management to launch your initiative or to re-energize your current process?
I know in my experience, I have struggled with all of these questions. That is why your local HDI Chapter is trying to help. We want to provide learning opportunities to our community.
Organizations that continue to develop people and processes will save money! Are you afraid talented individuals might leave due to fear of losing their job? Show them you value them and send them to training to continue their skill development. Do you need to cut expenses? Do you want to help your people get tips and tricks to effective customer care and problem resolution? Do you want to off them skills that will not only make them more effective at work, but help them grow in their personal lives?
We have teamed up with HDI to bring the Support Center Analyst and Support Center Manager Course to San Diego!!!
You or one of your team members can attend Support Center Analyst course in San Diego. The course will be help on July 27- 28. The HDI Support Center Analyst (HDI-SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.
The manager’s course will follow the analyst course on July 29-30, so if you have people that are ready to be extraordinary leaders, this is a perfect course for them. This course will teach them how to interact with C-level management to support the Service Desk role in the organization. The HDI Support Center Manager (HDI-SCM) course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization.
The instructor for both these courses will be Randy Celaya. Randy is a outstanding instructor with over 17 years of experience in the industry. You will leave his course not only with an in depth understanding of the information and course work, but tools to put into your tool kit for critical thinking and problem solving. Randy’s courses are always fun and exciting.
What you will learn In the Support Center Analyst Course:
- How to assess customer business needs and exceed customer expectations
- Critical thinking skills to resolve incidents quickly and consistently
- Active listening skills and effective communication strategies
- How to identify and defuse challenging customer behavior
- Ways to create win-win interactions with customers, management, and team members
- An awareness of ITIL® processes
Cost
The price of the course includes the instructor led 2-day event, the student kit and the cost of the certification exam. $1295 for HDI members and $1395 for non-members.
What you will learn In the Support Center Manager Course:
- How to build a support center strategy that aligns with organizational needs
- Formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
- How to calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
- ITIL best practices to meet ongoing business challenges
- Tools and technology that maximize service delivery
- Training and retention programs
- Mentoring for high performance teams
- Key performance indicators (KPIs) to measure support performance
- Ways to manage customer perceptions and build strong internal relationships
- How to promote and market the value of the support center across the organization
Cost
The price of the course includes the instructor led 2-day event, the student kit and the cost of the certification exam. $1795 for HDI members and $1895 for non-members.
Register
Please register by July 17! To register go to http://www.thinkhdi.com/certification
We hope you can take advantage of this learning opportunity that will provide you with a set of practice steps for capturing, storing, and successfully reusing mission-critical knowledge. If you would like to see more of these courses in San Diego, please let me know.
Cynthia Monroe
President,
HD Chapters of San Diego
HDM Certified
ITIL Foundations Certified
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July 9 Event - Building a Talented Team of Professionals
Leverage technology and relationships to build high performance teams.
Presented by Brian Childers, Division Director, Robert Half Technology.
Click here for Details
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