HDI Customer Service Representative

Course duration: 1 day

What You 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

Who Should 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

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