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.
Duration Learning Credits
2 Days – 16 hours of 16 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: CAD 1295.00
Regular Price: CAD 1495.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: CAD 995.00
Regular Price: CAD 1195.00
Private Group / In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
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
● 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.
● 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.