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HDI Customer Service Representative (HDI-CSR)

Certification

Attain HDI Customer Service Representative Certification

Upon completing our comprehensive training program, your team members can earn their HDI Customer Service Representative certification. This certification is a symbol of their dedication to delivering exceptional service and their mastery of essential customer service skills. HDI's certification is recognized industry-wide, giving your team the credibility they need to excel in their roles.

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Training

Elevate Your Customer Service Team with HDI’s Certification

Customer service is often the first point of interaction between your clients and the services you offer. As such, a poorly trained customer service team can translate to a loss of business and potential income. At HDI, we are dedicated to providing unparalleled customer service representative training that empowers your team to deliver exceptional service with every interaction.

Tailored Customer Service Representative Training Course

Our customer service representative training course is meticulously crafted to address the unique challenges faced by frontline representatives. From mastering communication skills to effectively handling challenging situations, our course content is designed to equip your team with the tools they need to thrive. Throughout the training, participants will learn:

  • Effective communication techniques
  • Conflict resolution strategies
  • Empathy and emotional intelligence
  • Time management and prioritization
  • Utilizing technology for enhanced service delivery

Meet the HDI Customer Service Representative Standard

HDI sets the standard for excellence in customer service. Our HDI customer service representative designation is a mark of distinction that showcases your team's commitment to delivering world-class service. By aligning with HDI's best practices and standards, your organization demonstrates its dedication to customer satisfaction and continuous improvement.

 

Course Sneak Peek

Get an inside look at HDI’s Customer Service Representative course, with lessons from the official workbook!
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What You Will Learn

  • 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

Who Should Attend?

  • 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

Course Outline

Unit 1: Your Role in Service and Support

  • The Service & Support Center
  • The Role of CSR
  • The Value of a CSR
  • Understanding the Business

Unit 2: Communication Essentials

  • Communication Essentials
  • Active Listening
  • Voice Components
  • Effective Word Choices
  • Written Communication
  • Effective Cross-Cultural Communication

Unit 3: Troubleshooting & Incident Management

  • Troubleshooting and Problem-solving
  • The Incident Management Process

Unit 4: Customer Management Skills

  • Challenging Customer Behaviors
  • Emotional Intelligence
  • Expressing Empathy
  • Managing Customer Behaviors
  • Stress Management

Online Course

Add to Cart Price: $549

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 5-6 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course FAQs.

Virtual Classroom

Calendar Price: $999

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours for one day.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQ's

Private Group Training

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, please request more information or call 1.800.248.5667.

Self-Study

Add to Cart Price: $449

CSR Course Certification Bundle
Includes PDF student manual with certification standard and three exam attempts.
Please allow one business day to process your order.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, please request more information or call 1.800.248.5667.
On Demand
HDI Customer Service Representative Price: $549.00 More Info Add to Cart
Dec 13, 2024 - Dec 13, 2024
HDI, Virtual Classroom 		HDI Customer Service Representative Price: $999.00 More Info Add to Cart
Feb 21, 2025 - Feb 21, 2025
HDI, Virtual Classroom 		HDI Customer Service Representative On or before Dec 27, 2024 :
Price: $899.00

After Dec 27, 2024 :
Price: $999.00 		More Info Add to Cart
Apr 18, 2025 - Apr 18, 2025
HDI, Virtual Classroom 		HDI Customer Service Representative On or before Feb 21, 2025 :
Price: $899.00

After Feb 21, 2025 :
Price: $999.00 		More Info Add to Cart
Jun 18, 2025 - Jun 18, 2025
HDI, Virtual Classroom 		HDI Customer Service Representative On or before Apr 23, 2025 :
Price: $899.00

After Apr 23, 2025 :
Price: $999.00 		More Info Add to Cart
Aug 22, 2025 - Aug 22, 2025
HDI, Virtual Classroom 		HDI Customer Service Representative On or before Jun 27, 2025 :
Price: $899.00

After Jun 27, 2025 :
Price: $999.00 		More Info Add to Cart
Oct 24, 2025 - Oct 24, 2025
HDI, Virtual Classroom 		HDI Customer Service Representative On or before Aug 29, 2025 :
Price: $899.00

After Aug 29, 2025 :
Price: $999.00 		More Info Add to Cart
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your or find an to discuss your needs.


Certification Exam

The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.

Each exam consists of 35 multiple choice questions and must be completed in 45 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting


The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
Leadership 10 %
Policy and Strategy 10 %
People Management 10 %
Resources 10 %
Process and Procedures 55 %
Performance Results 5 %

Exam Extensions

Add To Cart

A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

Add To Cart

Exam retakes can be purchased for a fee of $99.

Practice Test

Add to Cart

Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
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