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