HDI KCS Foundation and Customer Service for IT

 HDI KCS Foundation and Customer Service for IT

Course Description:

Course overview

In this course, you will gain an awareness of knowledge management best practices and be introduced to the fundamental concepts of the Knowledge-Centered Support (KCSSM) methodology.

This course can also be used to build internal support for a new knowledge management initiative.

Essential to knowledge is proper communication, Introduction to customer service, Conversations over the telephone and communicating with the unsatisfied customer techniques will enrich and raise the performance of the first line support.

Target audience

Technical support or business professionals who want a fundamental understanding of the benefits and processes associated with Knowledge-Centered Support
Individuals who are preparing for the KCS Foundation certification exam

Objectives

Knowledge management best practices
Knowledge-Centered Support concepts and methodology
The value and benefits of adopting Knowledge-Centered Support
Customer Service Basics
Professional Qualities In Customer Service
Do’s And Don’ts Of Customer Service
Telephone Etiquette
Business Email
What Is Knowledge-Centered Support and Why Do We Need It

Pre-requisites

None

Certification info

KCS Certification Exam: This exam consists of 30 multiple choice questions and must be completed in 35 minutes. A minimum score of 70 percent is required to pass this certification exam unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.