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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