HDI Customer Service Representative (HDI-CSR)

About this Course

This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.

Audience Profile

• 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

Course Content

During this course, 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

Course Outline

Unit 1: 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
• Quality Assurance

Unit 2: Communication Skills

• The Communication Process
• Cultural Sensitivity
• Vocal Elements
• Active Listening
• Incident Documentation
• Writing Skills

Unit 3: Problem-solving and Troubleshooting Skills

• Problem-solving and Types of Thinking
• Questioning Skills
• Solve Incidents with IMPACT
• Additional Strategies

Unit 4: Maximizing Effectiveness

• Your Customer’s Psychological Needs
• Handling Conflict
• Handling Difficult Customer Behaviors
• Stress Management
• The Power of a Service Attitude