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HDI Customer Service Representative - Course Book product photo Front View EL

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.

About the Seller


Trainer Requirements

HDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC.

Product Type: Courseware
Level: Foundation
Duration: 1 Days
Prerequisites: There are no formal prerequisites; it is recommended that participants have experience in the customer service domain.
Language: English (en-US)
Delivery Format: eBook

Delivery Information

Delivered as a voucher. You can access the vouchers and assign them from Active Vouchers on myLeapest or you can use Classes function to assign the vouchers to a group of learners.

Product Content

This product contains the following items. Upon purchasing, you will get access to all available version prior to the latest version.

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 Outline :

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

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 exam.

Learning Objectives :

  • 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

HDI Customer Service Representative - Course Book

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