This courseware is available in a Virtual Classroom configuration.

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…

Certificate HDI Customer Service Representative (HDI-CSR)
Duration 1 Day
Delivery Blended, Classroom, Virtual Classroom
Accreditor HDI
Languages English, Spanish

What is included in HDI® Customer Service Representative

Course Description

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.

Course Information

Certification: HDI Customer Service Representative (HDI-CSR)

Duration: 1 Day

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English, Spanish

Purchase Options: Pay Per Use Courseware

Audience

  • 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.

Learning Objectives

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.

Course Outline

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

Delivery is subject to EdCast Marketplace terms and conditions.

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