ATLANTA, July 3 -- Harland Financial Solutions, a division of John H. Harland Company today announced that the representatives supporting the ULTRADATA(TM) System have successfully completed a rigorous certification process administered by the Software Support Professional Association (SSPA) and were awarded the title of Certified Support Professionals.
This individual certification program was developed in conjunction with 40 leading technology companies and designed specifically for high-tech support staff. The program consists of an intensive training workshop and examination focusing on developing soft-skills and techniques for successful customer communication and technical issue resolution.
"We wanted to ensure the representatives that support the ULTRADATA System have developed the proper customer skills to deal with all types of situations,'' said Jim Berthelsen, vice president and general manager of the Integrated Host Services Division of Harland Financial Solutions. "This industry recognized certification refines the key customer interface skills necessary to effectively communicate and resolve issues through any communication channel in a timely and repeatable fashion.''
The workshop consists of role-plays, group learning activities, self- assessments and action planning. The program is the sole preparation for the Certified Support Professionals examination administered at the completion of the program. The examination covers topics including relationship-building communication, effective listening techniques, effective telephone communications, online communications, multi-cultural customer support, adapting to customer knowledge levels, personal development and many other related topics. Each individual participant is awarded certification based on program completion and successfully passing the examination.
About Software Support Professional Association (SSPA)
Founded in 1989, SSPA represents nearly 14,000 service executives in over 500 member companies worldwide. SSPA gives Members opportunities to share ideas, discuss developing trends, access the Members Only section of the Supportgate web site and network with their peers at SSPA Events throughout the world. SSPA offers its members conferences, seminars, specialized training, executive forums and a variety of publications. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com building Internet service communities, or send an email to [email protected]