Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.
HDI Customer Service Representative
VIRTUAL TRAINING
Catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning.
CORPORATE TRAINING
Our Corporate training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.
TRAINING HIGHLIGHTS
High quality training from Certified & Industry Experts
Earn 16 PDUs
Course Completion Certificates
Reimbursement guaranteed if the training is not satisfied
Extensive documentation provided
Our approach is both practical and inspirational. Our training is carefully designed and tested to develop the key skills and confidence needed while being highly participatory and fun
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.
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
- ● 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.
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
- ● 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.
What Does Academy for Pros provide me on the day of the course?
We provide Course Materials, Course Completion Certificate and Refreshements
What experience does Instructor has?
All our Instructors are Certified & Industry Experts and they have years of experience in the same filed.
Do you provide a group discount for classroom training programs?
We do Provide Group Discounts such as 10% for group of 3, 15% for group of 5 and 20% for the group of 10 people.
If I cancel my Enrollment, how can I claim my Refund?
You can request a refund by sending an email to info@academyforpros.com and within 7 working days you get your money back.
