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	Customer Support Specialist -Self-paced e-learning

	Customer Support Specialist -Instructor-led e-learning

	Help Desk Analyst -Self-paced e-learning

	Help Desk Analyst -Instructor-led e-learning

	HDA Bootcamp -Self-paced e-learning

	HDA Bootcamp -Instructor-led e-learning

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Courseware Demo

HDI Courseware

Customer Support Specialist

Certification :: HDI Customer Support Specialist (CSS) Certification
Duration :: 8 Hours
Course Delivery :: Instructor Led e-learning / Virtual Classroom

Language	Course ID
English	HDI1013

Course Introduction -

HDI Customer Support Specialist (CSS) Certification is for front-line customer service and support staff dedicated to providing outstanding levels of service and support.

Course Description -

This course is recommended for front-line staff in the contact center environment. You will be introduced to the skills and techniques necessary to provide the highest level of customer service and support. In addition, the call center environment's processes, procedures, and basic tools and technologies will be covered. The instructor will be available through scheduled conference calls and supports you using e-mail.

Audience -

IT Customer Support Specialist, first level support personnel.

Learning Objectives -

At the end of this course, you will be able to:

The importance and benefits of measuring the delivery of customer support.
How to create "win/win" positive interactions with customers and co-workers.
How to identify underlying customer needs and gain agreement with customers, to meet and exceed customer expectations.
The difference between providing solutions and satisfying a customer’s psychological needs.
How to deal with different customer situations.
The guidelines for problem escalation.
The importance of delegation.
The basic anatomy of computers.
Basic tools and technologies.

Student Material -

CSS student material package.

Course Organization Logistics -

6-16 participants.
Pre-agreed learning path (for example 3 days or 4 weeks)
Participation in prescheduled virtual classroom sessions.
Audio conferencing facility (made available by customer)
Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, Speakers or a headset, 1024X768 pixel resolution)
Broadband Internet connection.

# HDI Courseware are not available to Americas based partners due to unavailability of contract with HDI US allowing these courses to be marketed and sold in the Americas.

HDI logo, terminology and concept is the exclusive copyrighted property of HDI (UK)

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