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HDI Customer Service Representative 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

COURSE OBJECTIVES:
Students 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

Lesson 1: Evolution of the Support Center
The Evolution of the Support Center
The Role of the Support Analyst
The Support Center’s Role in the
Business
Lesson 2: Strategic Framework
Strategic Perspective
Service Level Agreements (SLAs)
Standard Operating Procedures (SOPs)
Business Alignment
Lesson 3: Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
Lesson 4: Support Center Processes and Operations
Best Practices for IT Service Management
(ITSM)
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance (QA)
Lesson 5: Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
Lesson 6: Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills
Lesson 7: Problem solving and Troubleshooting Skills
Problem-solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills to
Employ During Incident Management
Root Cause Analysis
Lesson 8: Maximizing Effectiveness
Your Customer’s Psychological Needs
Handling Conflict
Strategies for Handling Difficult
Customer Behaviors
Stress Management
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career

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