CA$1,995 – CA$2,595

HDI Customer Service Representative 2 Days Training in Toronto

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Location

Regus Toronto

439 University Ave

Toronto, ON M5G 2N8

Canada

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Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description

Description

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.

Course Topics:

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

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

Learning Goals:

● 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

Who can 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.

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Date and Time

Location

Regus Toronto

439 University Ave

Toronto, ON M5G 2N8

Canada

View Map

Refund Policy

Refunds up to 7 days before event

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