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

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

HDI, the foremost professional association and certification body for the technical service and support industry, partners with ITpreneurs to grow the global adoption of the training and certification globally. Training providers outside the USA, Canada, Australia, Sweden, Finland, Norway, Poland, Brazil and Japan, can become an accredited training provider by working with ITpreneurs.


ITpreneurs is an official courseware provider and strategic partner of HDI.

Trainer Requirements

  1. Attend and Complete the Course that the Instructor Desires to Deliver
  2. Meet the Course Specific Prerequisites
  3. Pass the Certification Exam at the Master Level

Course Specific Prerequisites

A minimum of two years’ experience in a support center or contact center and previous instructional experience is recommended for all courses. For each course the candidate desires to be authorized to deliver, they must pass the related certification exam at the master level, which is 90%.

HDI Customer Service Representative (HDI-CSR)
  • No prerequisites
  • Instructors authorized to deliver the following courses are automatically authorized to deliver HDI-CSR:
    • HDI Support Center Analyst (HDI-SCA)
    • HDI Desktop Support Technician (HDI-DST)
HDI Support Center Analyst (HDI-SCA)
  • ITIL Foundation certification recommended
  • Instructors who are authorized to deliver HDI-DST may deliver HDI-SCA after passing the HDI-SCA certification at the mastery level.
HDI Desktop Support Technician (HDI-DST)
  • ITIL Foundation certification recommended
  • Instructors who are authorized to deliver HDI-SCA may deliver HDI-DST after passing the HDI-DST certification at the mastery level.
HDI Support Center Team Lead (HDI-SCTL)
  • ITIL Foundation certification
HDI Support Center Manager (HDI-SCM)
  • ITIL Foundation certification
  • Three years’ experience as a support center manager or related consulting experience
  • Knowledge of other IT Service Management frameworks recommended, such as ISO/IEC 20000 and KCS
HDI Desktop Support Manager (HDI-DSM)
  • ITIL Foundation certification
  • Three years’ experience as a desktop support manager or related consulting experience
  • Knowledge of other IT Service Management frameworks recommended, such as ISO/IEC 20000 and KCS
HDI Support Center Director (HDI-SCD)
  • ITIL Foundation certification
  • HDI Support Center Manager (HDI-SCM) certification
  • Three years experience as a support center director or related consulting experience
  • Knowledge of other IT Service Management frameworks recommended, such as ISO/IEC 20000 and KCS
Knowledge Management Foundations: KCS Principles
  • ITIL Foundation certification
  • Knowledge Centered Support Principles certification
  • Three years experience with Knowledge Management
Knowledge-Centered Support Fundamentals
  • Must be authorized to deliver the Knowledge Management Foundations: KCS Principles course.

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.

Level: Foundation
Duration: 1 day
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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