IHS Support Solutions - Develop and Deliver Support Center Training International

Develop & Deliver Support Center Training for International Law Firm

This client is one of the world's most prominent law firms. Its clients range from the most sophisticated and dynamic global investment banks, financial institutions, corporations and insurance companies to wealthy individuals, non-profit organizations and health care institutions. Servicing these clients with exceptional legal expertise, in-depth product knowledge, and business acumen, is at the core of the firm’s mission. With more than 400 lawyers in its offices in the U.S. and U.K., the firm’s reputation is built on its successful handling of complex and sophisticated legal matters.

The support center at this firm sought customer service training to coach its analysts on how to deal effectively with difficult, demanding users, while improving their communication skills, teamwork, and enhancing the firm’s support center employee retention.

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As a result of IHS’s training, the firm’s support center team received tangible benefits:

They better understood the support center environment: roles, responsibilities, and customer expectations
They developed the skills and competencies required to succeed as support professionals within their organization
They improved their ability to work together as a team
They created a support center mission statement to unite the desk and communicate to customers
They worked with management to refine, solidify and communicate service level agreements to customers
They became better able to handle challenging customers efficiently and effectively

IHS’s CSS course provided the basis for the certification-track Help Desk Institute (HDI) course of the same name, which IHS now offers. The CSS course provides important grounding for staff new to the telephone support environment and serves as an extremely useful refresher course for all staff that regularly uses the phone in a customer support role.

IHS Support Solutions’ training organization delivered its proprietary Customer Service and Support (CSS) course to the entire support center. We trained these analysts at our New York City facility, allowing participants to focus completely on the training, free from the distractions and responsibilities of their daily work environment.

The participants learned to:

Create “win/win” positive interactions with their customers and co-workers
Identify underlying customer needs
Gain agreement with customers, and meet and exceed customer expectations
Distinguish between providing solutions and satisfying a customer’s psychological needs
Deal effectively with a variety of customer situations
Work with unrealistic and inconvenienced angry customers
Gain satisfied customers through better listening
Identify the guidelines for problem escalation
Understand the importance of delegation
Identify the basic anatomy of computers and networks
Be familiar with the basic tools and technologies used in the customer support industry
Understand the importance and appreciate the benefit of measuring customer support delivery

Additionally, IHS focused the course to address the firm’s specific needs. Using industry-standard customer service and support principles as a basis, IHS’s trainer facilitated discussions most relevant to the firm’s specific support concerns: mission statements, service level agreements, standard operating procedures, personal and collective commitment, call management, managing irate customers, and understanding various personalities and communication styles.

Varied activities were incorporated into the instruction in order to encourage group discussion and teamwork. Role-playing was conducted to demonstrate and rehearse customer service best practices.