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.

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
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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