HDI Customer Service Representative 2 Days Training in Dunedin
Event Information
About this Event
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.
Target 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:
• 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 Agenda:
Day 1
• Module1: 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
• Module2: Communication Skills
• The Communication Process
• Cultural Sensitivity
• Vocal Elements
• Active Listening
• Incident Documentation
• Writing Skills
Day 2
• Module3: Problem-solving and Troubleshooting Skills
• Problem-solving and Types of Thinking
• Questioning Skills
• Solve Incidents with IMPACT
• Additional Strategies
• Module4: Maximizing Effectiveness
• Your Customer’s Psychological Needs
• Handling Conflict
• Handling Difficult Customer Behaviors
• Stress Management
• The Power of a Service Attitude