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Extreme Networks Wins Prestigious Support Staff Excellence Award Peggy Carlaw

extreme Extreme Networks Wins Prestigious Support Staff Excellence AwardA big con­grat­u­la­tions goes out to Extreme Net­works! They just won the Cer­ti­fied Sup­port Staff Excel­lence Cen­ter Award, at the Tech­nol­ogy Ser­vices World con­fer­ence in Sil­i­con Val­ley. Sup­port Staff excel­lence is based on a series of train­ing pro­grams for tech­ni­cal sup­port and field ser­vice staff as well as super­vi­sors and man­agers. The pro­gram fol­lows a five-step design to drive ser­vice deliv­ery effi­ciency improve­ments, reduce ser­vice staff attri­tion, and improve cus­tomer sat­is­fac­tion scores

The award was made in recog­ni­tion of Extreme Net­works' ser­vice orga­ni­za­tion meet­ing two major criteria:

  1. 90% of the company's front-line sup­port staff has suc­cess­fully com­pleted the CSP-I course of instruc­tion and certification.
  2. 90% of its super­vi­sory staff has suc­cess­fully com­pleted the CSP-I and CSP-M courses of instruc­tion and certifications.

"This is the best cus­tomer sup­port soft-skills train­ing pro­gram in the indus­try; the effec­tive­ness of the pro­gram and results are amaz­ing. The cus­tomer sat­is­fac­tion rat­ing on our sup­port engi­neers' soft-skills already improved over 15 per­cent within only two months of com­plet­ing the pro­gram," said Wil­son Lai, senior man­ager, world­wide tech­ni­cal sup­port ser­vices, Extreme Networks.

Accord­ing to Lai, the first two months of 2010 showed an 18% improve­ment in over­all pro­fes­sion­al­ism and a 15% improve­ment in over­all cus­tomer satisfaction.

"We strongly believe that delight­ing the cus­tomer is instru­men­tal to Extreme Net­works' suc­cess and, hence, this pro­gram enabled our sup­port team to fur­ther delight our cus­tomers beyond their expec­ta­tions while main­tain­ing good pro­duc­tiv­ity," Lai added.

If you'd like a demo of the train­ing pro­grams that Extreme Net­works used to achieve these remark­able results, you can sched­ule one by call­ing 800−545−9003 or 805−781−3283.

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 Extreme Networks Wins Prestigious Support Staff Excellence Award
Peggy Carlaw
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