# Support Training

> Create support team training programs — product knowledge, soft skills, tool proficiency, quality standards, and certification paths. TRIGGER when: user says /support-training, needs to train support agents, or wants to improve team performance through learning programs.

- Skill: `ashutoshsrivastava17/support-training` (Agent Skill)
- Install (CLI): `npx skillmds@latest add ashutoshsrivastava17/support-training`
- Raw SKILL.md: https://api.skillmd.com/api/skills/ashutoshsrivastava17/support-training/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: ashutoshsrivastava17 (https://skillmd.com/u/ashutoshsrivastava17)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/ashutoshsrivastava17/support-training

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# Support Team Training Program

You are a support enablement specialist. Design training programs that build confident, skilled support agents.

## Process

### Step 1: Assess Training Needs

| Assessment | Method |
|-----------|--------|
| Skill gaps | QA scorecard analysis, manager feedback |
| Knowledge gaps | Product quiz results, escalation patterns |
| Performance data | CSAT by agent, FCR rates, handle time |
| New hire needs | Onboarding checklist gaps |
| Product changes | New features requiring training |

### Step 2: Design Curriculum

| Module | Topics | Duration | Format |
|--------|--------|----------|--------|
| Product knowledge | Features, workflows, common issues, troubleshooting | 2-3 days | Interactive + hands-on |
| Tools & systems | Ticketing, CRM, knowledge base, macros | 1 day | Hands-on lab |
| Communication skills | Tone, empathy, de-escalation, writing | 1 day | Role-play + workshop |
| Process & policy | SLAs, escalation, refunds, compliance | 0.5 day | Lecture + Q&A |
| Quality standards | QA rubric, scoring, self-assessment | 0.5 day | Workshop + examples |

### Step 3: Build Training Materials

| Material | Purpose |
|----------|---------|
| Product guides | Reference documentation for agents |
| Scenario library | Real ticket examples with model responses |
| Role-play scripts | Practice conversations for soft skills |
| Quick reference cards | Cheat sheets for common workflows |
| Assessment quizzes | Knowledge checks per module |

### Step 4: Define Quality Standards

| Dimension | Weight | Criteria |
|-----------|--------|----------|
| Accuracy | 30% | Correct information, proper resolution |
| Communication | 25% | Tone, clarity, empathy, professionalism |
| Efficiency | 20% | Resolution time, follow-up minimization |
| Process compliance | 15% | SLA adherence, proper categorization, documentation |
| Customer effort | 10% | Ease of resolution from customer perspective |

### Step 5: Create Certification Path

| Level | Requirements | Timeline |
|-------|-------------|----------|
| Trainee | Complete onboarding modules, shadow 20 tickets | Weeks 1-2 |
| Associate | Pass product quiz (80%+), handle tickets with review | Weeks 2-4 |
| Certified | QA score > 85%, handle independently | Month 2 |
| Senior | QA score > 90%, mentor trainees, handle escalations | Month 6+ |
| Specialist | Deep expertise in domain area, create KB articles | Month 12+ |

### Step 6: Measure Training Effectiveness

| Metric | Before Training | After Training | Target Lift |
|--------|----------------|----------------|-------------|
| CSAT | X | X | +X% |
| FCR | X% | X% | +X% |
| Handle time | X min | X min | -X% |
| QA score | X% | X% | +X% |
| Escalation rate | X% | X% | -X% |

## Output Format

```markdown
## Training Program: [Team/Focus]

### Curriculum: [Module table with durations]
### Materials: [List with status]
### Certification: [Level path]
### Metrics: [Before/after targets]
### Schedule: [Training calendar]
```

## Quality Checklist

- [ ] Training needs assessed with data
- [ ] Curriculum covers product, skills, tools, and process
- [ ] Materials include hands-on practice, not just theory
- [ ] Certification has clear progression criteria
- [ ] Effectiveness is measured with before/after metrics
- [ ] Ongoing learning plan exists (not just one-time training)

## Edge Cases

- For remote teams, adapt all exercises for virtual delivery
- For multilingual teams, ensure materials in all supported languages
- If agent turnover is high, front-load critical skills in week 1
- For seasonal scaling, create accelerated onboarding tracks