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HDI Support Center Analyst 2 Days Training in Seoul
Course Description: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident Management, communication skills, and an introduction to ITIL® Processes. Course Topics: Module 1 : The 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 Module 2 : Strategic Framework ● Strategic Perspective ● Service Level Agreement ● Standard Operating Procedures ● Business Alignment Module 3 : Service Delivery Methods and Technology ● Service Delivery Methods ● Telephony Systems ● Service Management Systems Module 4 : Support Center Processes and Operations ● Best Practices for IT Service Management ● ITIL Service Support ● Security Management ● Knowledge Management ● Quality Assurance Module 5 : Call Handling Procedures ● Total Contact Ownership ● Procedures for Call Handling ● Service Management Systems Module 6 : Communication Skills ● Communication Process ● Cultural Sensitivity ● Vocal Elements ● Active Listening ● Incident Documentation ● Writing Skills Module 7 : Problem-Solving and Troubleshooting Skills ● Problem-Solving and Types of Thinking ● Questioning Skills ● Solve Incidents with IMPACT ● Additional Customer Service Skills ● Root Cause Analysis Module 8 : Maximizing Effectiveness ● Your Customer’s Psychological Needs ● Handling Conflict ● Handling Difficult Customer Behaviors ● Stress Management ● The Power of a Service Attitude ● Managing Your Time ● Managing Your Career Learning Goals: ● The Process of incident Management, from detection and recording to closure. ● Critical thinking skills to resolve incidents quickly and consistently. ● The importance of total contact ownership. ● An awareness of the core help desk Processes and Best Practices used in service and support centers. ● Valuable active listening skills and effective communication strategies. ● Proven techniques for improving customer interactions. ● Effective support center strategies for managing difficult customers. Course Agenda: Day 1 Module 1 : The 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 Module 2 : Strategic Framework ● Strategic Perspective ● Service Level Agreement ● Standard Operating Procedures ● Business Alignment Module 3 : Service Delivery Methods and Technology ● Service Delivery Methods ● Telephony Systems ● Service Management Systems Module 4 : Support Center Processes ● and Operations ● Best Practices for IT Service Management ● ITIL Service Support ● Security Management ● Knowledge Management ● Quality Assurance Day 2 Module 5 : Call Handling Procedures ● Total Contact Ownership ● Procedures for Call Handling ● Service Management Systems Module 6 : Communication Skills ● Communication Process ● Cultural Sensitivity ● Vocal Elements ● Active Listening ● Incident Documentation ● Writing Skills Module 7 : Problem-Solving and Troubleshooting Skills ● Problem-Solving and Types of Thinking ● Questioning Skills ● Solve Incidents with IMPACT ● Additional Customer Service Skills ● Root Cause Analysis Module 8 : Maximizing Effectiveness ● Your Customer’s Psychological Needs ● Handling Conflict ● Handling Difficult Customer Behaviors ● Stress Management ● The Power of a Service Attitude ● Managing Your Time ● Managing Your Career Who can Attend? ● Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction. ● Individuals who are preparing for the HDI Support Center Analyst certification exam.
read moreCleveland Browns vs. Kansas City Chiefs
Box Office accepts Visa, cash and money order. Visa is a proud sponsor of the NFL and the Cleveland Browns, and is the only card now accepted by the Browns. Available for pickup after 9:00am on gameday at the ticket office will call windows located on the South side of the Stadium. Customer must present actual credit card, confirmation number, and photo ID. (888) 891-1999 (toll free)(440) 891-5050 Mon-Fri: 9:00am - 5:00pm Opens 9:00am on game day WHEELCHAIR ACCESS: Available through TM HEARING IMPAIRED: Assistive listening devices are available at any Guest Services booth located on all levels of the Stadium. A valid drivers license and/or major credit card will need to be utilized as a deposit for the equipment. ELEVATOR ACCESS: Elevator service is provided for our guests who require use of an elevator to access their seating area.
read moreBoston Bruins vs. Columbus Blue Jackets
Cash; Check up to $100.00 w/Mass. Driver License; AMEX; Visa; MC; Discover; Diners Club Pick up tickets starting 2 hours prior to event time. Customer must present the actual credit card used to place order and a photo I.D. General Info Number:(617) 624-1000 Group Sales (only!): (617) 624-1805/1806 Bruins (617) 624-BEAR (Groups = 25+) Celtics (617) 523-3030 (Groups = 20+) Please do not contact Group Sales regarding sold out games! Fall, Winter and Spring: Monday - Friday 10:00AM -6:00PM Saturday - Sunday: Closed unless there is an event. Box Office opens 3 hours prior to event start time. (closed Thanksgiving & Christmas) Summer: Monday - Thursday 10:00AM - 5:00PM Friday 10:00AM - 2:00PM Saturday - Sunday: Closed unless there is an event. Box Office opens 3 hours prior to event start time. This is an accessible venue.
read moreNew York Yankees vs. Colorado Rockies
Please check yankees.com for updated information including a Yankee Stadium Ticket Office schedule.
read moreJacksonville Jaguars vs. Houston Texans
Cash, Visa, MasterCard, American Express, Discover Day Of Show: Location - TIAA Bank Field Box Office Hours - Varies per time of event The customer must present actual credit card, photo I.D., and Ticketmaster account confirmation number. (904) 630-3900 (904) 633-2000 - Jacksonville Jaguars HOURS FOR JACKSONVILLE JAGUARS In Advance: Location - TIAA Bank Field: Hours - Monday - Friday 9am-5pm. Day Of Show: TIAA Bank Field: Hours - varies per time of event FOR ALL OTHER EVENTS: Jacksonville Veterans Memorial Stadium opens Mon-Fri 10am-5pm. The stadium is an accessible venue.
read moreSalsa In Hawaii 6th Annual Salsa & Bachata Congress *With Zouk and Kizomba!
Salsa In Hawaii: 6th Annual Hawaii Salsa & Bachata Congress *With Zouk and Kizomba! brings dancing straight to paradise! Get ready, because some of the best dancers on the planet along with the hottest DJs and incredible instructors will be here in beautiful, tropical Hawaii. Enjoy the sun, salsa, surf, beaches, bachata, bikinis, coral reefs, and kizomba. You do not want to miss the one and only Salsa In Hawaii Congress. RETURN POLICY: Unlike many other congresses, we DO allow refunds. Any refund requests placed before January 1, 2020 will be honored. Any refund requests made on January 1st or after will NOT be honored. Please only purchase tickets if you're legitimately planning on traveling to Hawaii and attending the congress. This is a vacation of a lifetime and we highly recommend that you begin saving for this amazing experience early and make sure to take advantage of the many discounts that the organizers have negotiated with vendors. Salsa In Hawaii Nightclub parties are 21+. Please email us if you are under 21. Dates are tentative and may change.
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