HDI® Customer Service Representative
This courseware is available in a Virtual Classroom configuration.
Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building and certification course…Read More
|Certificate||HDI Customer Service Representative (HDI-CSR)|
|Delivery||Blended, Classroom, Virtual Classroom|
What is included in HDI® Customer Service Representative
Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support.
HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.
Certification: HDI Customer Service Representative (HDI-CSR)
Duration: 1 Day
Domain: Information Management
Delivery Method: Blended, Classroom, Virtual Classroom
Available Languages: English, Spanish
Purchase Options: Pay Per Use Courseware
- Support professionals from customer service centers, call centers, and support centers who want to refine their communication skills and learn best practices that can help improve customer experiences.
- Individuals who are preparing for the HDI Customer Service Representative Certification exam.
At the end of this course, you will be able to know:
- 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.
- An awareness of the core processes and best practices used in service and support.
Module 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
Module 2: Communication Skills
- The Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Incident Documentation
- Writing Skills
Module 3: Problem-solving and Troubleshooting Skills
- Problem-solving and Types of Thinking
- Questioning Skills
- Solve Incidents with IMPACT
- Additional Strategies
Module 4: Maximizing Effectiveness
- Your Customer’s Psychological Needs
- Handling Conflict
- Handling Difficult Customer Behaviors
- Stress Management
- The Power of a Service Attitude
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