NEW!
Try the next level of privacy protection with ID Theft Guard & StopAd. Learn more
Change Drivers: Our Customer Support Heroes Get Apple Certified
News

Change Drivers: Our Customer Support Heroes Get Apple Certified

The Apple certification program is a lot like their products—well-thought out, elegantly simple, and with the bottom line in mind.

 

There is a range of certification programs to choose from, with credentials geared to Apple trainers, technicians, and support specialists worldwide. With that said, everyone is free to choose what meets their needs best, and our customer support professionals recently found out what’s just right for them.

 

At the beginning of summer, our team of unstoppable support agents registered for the ACSP [1]. Three months later, we asked them how it was. And here’s what they said.

A new team, with an average test result of 85 out of 100, now has the official recognition of their skills and talent. The ACSP, also known as the highest customer support Apple credential, covers skills related to all types of Mac troubleshooting [2]. This certification is the most powerful proof of a person’s ability to professionally handle complex Mac performance issues.

 

We interviewed some of the program participants to learn how many sleepless nights they endured in order to prepare, and how satisfied they are with the results.

Why was getting this certification important for you?

 

This was my dream and my goal since my first day at work.

 

What do you remember most about the examination process?

 

The heartbeat when you are about to click on that End test button. And the excitement when you see Passed on the screen.

 

What did this certification give you?

 

Confidence that any goal can be achieved. And the motivation to grow further.

 

How do you measure your success as a customer support agent?

 

It can only be measured by the feedback of the customers. Every piece of positive feedback means the world!

 

Imagine that you get 200 chat requests per hour. What would you do?

 

I would start with tackling any easy requests, while also clarifying the more difficult ones. Once the easy requests are complete and I had a fuller picture, I would be able to assist with the rest. Prioritization is the key!

 

What makes for great customer support?

 

Patience and willing to help.

How many sleepless nights did it take you to prepare?

 

If we are talking about sleepless nights in particular, then 3. However, my strategy was to prepare at any convenient moment.

 

What did this certification give you?

 

This certification made me acknowledge my own potential and of course it encouraged me for further development.

 

How do you measure your success as a customer support agent?

 

Every thought is subjective, but I check the quality of my work according to our internal QA measurement system and customer feedback.

 

What action would you take if someone wakes you up in the middle of the night and asks to help fix a problem on their Mac?

 

The initial troubleshooting steps are etched into my mind, so it really wouldn’t be a problem for me to remind them, even in the middle of the night.

 

Imagine that you get 200 chat requests per hour. What would you do?

 

It is madness, of course. Every session takes time, but anyway, I'll try to pay attention to every customer.

 

What makes for great customer support?

 

Paying attention to customers' requests, providing them with a high-quality service, and taking care of them.

Why was getting this certification important for you?

 

Self-improvement and a solid knowledge boost.

 

What do you remember most about the examination process?

 

This feeling when my manager said, Well, there was a pal who lacked 1 point to pass the test.

 

What did this certification give you?

 

An awesome feeling of relief and a nice visual proof (certificate).

 

How do you measure your success as a customer support agent?

 

Ability to listen and treat customers as if they're friends.

 

Imagine that you get 200 chat requests per hour. What would you do?

 

Well, it’s almost a regular situation (joke; however, something similar happened one time). The most important thing is to prioritize work and not mix up anything.

 

What makes for great customer support?

 

Loving what you are doing and the ability to resolve any issue.

How many sleepless nights did it take you to prepare?

 

For real, just 2-3 nights. Because I prefer to study under the sunlight.

 

What did this certification give you?

 

Now I have a proof of my knowledge and skills granted by Apple. Hence, I can proudly tell our customers that I'm Apple certified.

 

How do you measure your success as a customer support agent?

 

Patience of a saint, very easygoing, provided pleasant and exceptional service. All of these kind words I found in feedback of a real customer. It proves that I know how to listen, evaluate the needs, and find quick and efficient solutions. Whatever happens—I'm ready to help and leave not only a good technical result, but a pleasant emotion after all.

 

What action would you take if someone wakes you up in the middle of the night and asks to help fix a problem on their Mac?

 

If it's done with respect—why not? But that should be the case of real emergency. There are two things that shouldn't be interrupted anyway: sleep and meals.

 

What makes for great customer support?

 

Empathy, fast thinking, knowledge, logic, intonation, patience, courage, and confidence. It's a combination of excellent technical solutions with great communication skills that leads to the satisfaction of a customer.

Why was getting this certification important for you?

 

Once I heard that our company offers Tech Support agents to pass an international Apple certification, I thought that it could be a good investment into my current skills and future professional development. For sure, I'm in!

 

How many sleepless nights did it take you to prepare?

 

About 3 or 4. The last one in our perfectly air-conditioned train was super sleepless. [laughing]

 

What did this certification give you?

 

Now I know, being Apple certified is not something magical or unreachable, even for me—a Master Of Philology. Now I can officially say, I can do tech.

 

How do you measure your success as a customer support agent?

 

It's been almost 2 years since I started working at Kromtech. I must admit that today answering the call or receiving a tech support session, I'm not afraid of any tech issues that I can stumble on.

 

Imagine that you get 200 chat requests per hour. What would you do?

 

Thank God that's not our daily routine. Nevertheless, from time to time we do have some overloading during the shift. The main point in such situations would be to prioritize the steps in our work and balance it with pauses for coffee and rest. Following such a scheme both a technician and a customer should stay satisfied.

 

What makes for great customer support?

 

A combination of tech knowledge, regular service, improvements of company products, and a technician friend on the end of the phone line. That’s what equals great customer support!

Why was getting this certification important for you?

 

As a support agent, I learn a lot of stuff during our work and tech training sessions with our tech coaches. Plus, everyone knows that we have profound internal tests, which are even more complicated than certification. And certification itself was just an additional proof of high standards in our company.

 

How many sleepless nights did it take you to prepare?

 

I guess, the right answer is zero. Healthy sleep is the key to effective learning and productive work.

 

How do you measure your success as a customer support agent?

 

For me support agent success is a combination of two things. The first—when your customer is satisfied with the result of your work. The second—if that person doesn't come back with the same issue in future. Your customers may not know how things should work, but we should always provide them with the best solutions.

 

What action would you take if someone wakes you up in the middle of the night and asks to help fix a problem on their Mac?

 

If this happened outside of my office hours—I would try to stay true to my work-life balance. However, if the problem is urgent, then of course I would help.

 

What makes for great customer support?

 

Work for every customer with an extra-mile attitude and you may be sure that the person on the other end gets back to you if anything happens. Also, appreciate your colleagues, as great teams make great things.

Why was getting this certification important for you?

 

When I joined the Kromtech family, I was wowed by their professionalism and motivation. At that moment, I understood that I wanted to become one of them.

 

How many sleepless nights did it take you to prepare?

 

It wasn't only one or two sleepless nights, it was a whole period of my life. It took about 2 weeks of daytime studying, and all the free time I had in the days before the exam. There was even bedtime studying on the train right before the test.

 

How do you measure your success as a customer support agent?

 

I can't measure that. All I wanted to do was to help the people that need my help and develop myself. But I suppose you can ask my Manager about that.

 

Imagine that you get 200 chat requests per hour. What would you do?

 

Oh, everything depends on your skillset, but It's just 3-4 chats in a minute, so I suppose I'll easily handle it.

 

What makes for great customer support?

 

I suppose that's the customer orientated ethic that’s in the work and professionalism of the agents. Only if you want to help your customers, can you feel that you’re in the right place and doing the right things.

 

If interested, you can see the full list of certificates here. Just enter a full name of a program participant in a corresponding field—and see their certificate type in the registry.

Sources:

[1] https://training.apple.com/us/en/recognition

[2] https://www.businessnewsdaily.com/10815-apple-certification-guide-overview-and-career-paths.html

 

More Related Articles

arrow

Run Application

Double-Click on MacKeeper.pkg

Click Continue