Support Staff Excellence Certification at TSIA

Founded in 1989, the Technology Services Industry Association (TSIA) is an industry trade association for service and support professionals. It represents tech support, field service, and customer relations organizations around the globe.

TSIA’s top talent program focuses on the key drivers in finding, motivating, and retaining top talent. Highly engaged employees are more customer focused, leading to higher satisfaction, loyalty and retention. To help develop this talent, the TSIA partnered with Impact Learning Systems to offer customer service professionals training and certification in four key areas:

Customer Service Qualified (CSQ):
Getting to the Heart of Customer Service™

Designed for non-technical customer service representatives, Getting to the Heart of Customer Service™ teaches employees all the professional skills they need to be TSIA certified and to make a positive difference with customers, both internal and external.

Customer Service Professional (CSP-I):
Getting to the Heart of Technical Support™

Designed for professional technical support representatives, Getting to the Heart of Technical Support™ teaches employees the professional support skills they need to be TSIA certified and make a positive difference with customers, both internal and external.

Customer Service Professional (CSP-I):
Getting to the Heart of Field Service™

This program is designed for professional field service representatives in technology-based industries. Getting to the Heart of Field Service™ teaches employees the professional support skills they need to be TSIA certified and to make a positive difference with customers in the field.

Customer Service Professional (CSP-II):
Diagnostic Troubleshooting™

This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians the professional troubleshooting skills they need to be TSIA certified and to make a positive difference with customers.

(CSP-S) Making It Happen™

This program is designed for call center and help desk managers, supervisors, and team leads. Making It Happen™ teaches leaders how to coach employees and reinforce skills used on the job. A well trained support staff enables you to reduce call times, achieve higher first resolution rates, and decreased call escalation.  These performance gains enable service and support operations to reduce costs and increase efficiency.