A 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:
- 90% of the company's front-line support staff has successfully completed the CSP-I course of instruction and certification.
- 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.