• Your Role in the Support Center
• Communication Skills
• Problem-solving and Troubleshooting Skills
• Maximizing Effectiveness

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.

Important Note: Due to ITpreneurs IP restrictions, we cannot offer these courses to participants from Brazil, Australia, Japan, Sweden, Norway, Finland, Poland, Canada, USA. If you have inadvertently purchased one of the HDI courses, access/enrollment will have to be denied and a refund for the payment will be issued within 48 hours. Thank you for your cooperation and understanding.

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.

• 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.

• 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.

1. Self-Study e-book
2. Mock Exam
3. Exam Preparation Guide