HDI Customer Service Representative course

HDI Customer Service Representative

Course Overview:

Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences?
In this one-day skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.
This course is designed to assist you in preparing for the HDI Customer Service Representative (HDI-CSR) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Course Objectives:

How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve incidents quickly and consistently
Active listening skills and effective communication strategies
How to identify and defuse challenging customer behavior
Core processes and best practices used in service and support
Course Pre-Requisite

Course Outline
1. Your Role in the Support Center
Role of the Customer Service Representative
Support Center's Role in the Business
Total Contact Ownership
Call Handling Procedures
Quality Assurance
2. Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills
3. Problem-Solving and Troubleshooting Skills
Problem-Solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Strategies
4. Maximizing Effectiveness
Your Customer's Psychological Needs
Handling Conflict
Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 1 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $1400.00 US

Request a Group/Onsite Quote:

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