Support Sherpa
Certification Program
The industry standard certification for support services consultants
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Turn Customer Support into Customer Leadership
Our ITIL-aligned Support services program teaches request-based consultant the art of customer leadership as they deliver their support services. The objective of our support services program is to ensure that requests are dealt with quickly, professionally and that all times the support organization is leading the customer to achieve the best outcome possible. Obtaining success for the customer, the support consultant and the service provider.
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PROACTIVE PROJECT DELIVERY CURRICULUM
Customer Environment
We teach consultants to "read the weather map" and identify support issues early so they can avoid escalation rather than be surprised by it.
Difficult Conversations
Our Difficult Conversation Framework helps consultants run towards critical support moments rather than away from them.
Focus on "Done!"
While every project starts with a well-intentioned request, resolving it is still a journey of discovery that requires expert leadership.
Collective Wisdom
We excite consultants to actively participate in the collective wisdom for their organizations as it is the most valuable asset they possess.
Impact Management
Rather than let customers extract more value from support contracts, we teach consultants to hold customers accountable for their actions.
Career Enjoyment
We identify the root causes of consultant burnout so they can actively engage in a fulfilling consulting career.
Built from Experience
and Ready to Go!
Our Support Services program is ready to go and can be rolled out immediately or delivered via in-person training classes. In addition to the training content, participants earn their certifications by completing field-based actions that help them gain experience in dealing with specific customer situations and sharing them with their manager for feedback.