IT Training
Customer Service Representative
Description
This one-day HDI Customer Service Representative (HDI-CSR) course introduces the skills and techniques required to provide exceptional customer service and support. It applies to both support center and call center environments.
Students will learn call handling best practices; communication and listening techniques; documentation, problemsolving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors.
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
The cost of the HDI Customer Service Representative Certification Exam is included in the course price.
All HDI certification exams are based on the HDI certification standards. HDI courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the HDI certification standards and provide skills building opportunities for the attendees. Learn more about the HDI standards.
Course Outline
Unit 1: Your Role in the Support CenterThe Role of the Customer Service Representative
Total Contact Ownership
Procedures for Call Handling
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 Customer Service Skills to Employ During
Incident Management
Unit 4: Maximizing Effectiveness
Your Customer's Psychological Needs
Handling Conflict
Strategies for Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Audience
Who Should Attend:- Support professionals from Customer Service Centers, Call Centers, and Support Centers who want to improve their customer service skills
- Those who are seeking HDI Customer Service Representative Certification
College Credit, CEUs, PDUs and CDUs
When you take courses with the Babbage Simmel, be sure you get the credit you deserve. Curriculum offered by Babbage Simmel can earn you college credit, CEUs, PDUs or CDUs.
College Credit through The University of Findlay
Select curriculum offered by Babbage Simmel is part of the accredited University of Findlay's undergraduate and graduate course catalogs. For questions please E-Mail: info@babsim.com or call 800-288-5937.
Continuing Education Units (CEUs)
Continuing Education Units (CEUs) are nationally recognized standard units of measurement earned for satisfactory completion of qualified programs of continuing education. If you need more information about CEUs, call us at 800-288-5937.
Professional Development Units (PDUs)
Professional Development Units (PDUs) can be issued by PMI® for formal learning activities related to project management. Babbage Simmel's provider number with PMI® is 1737. Project Management Professionals (PMPs®) are required to earn a minimum of 60 PDUs every 3 years to maintain certification. For more information about this program go to the PMI® web site or call 610-356-4600.
Continuing Development Units (CDUs)
CDUs may be earned by attending professional development (e.g. courses, seminars) offered by organizations endorsed by IIBA® and designated as an EEP vendor. As an IIBA Endorsed Education Provider (EEP) Babbage Simmel's IIBA® endorsed courses qualify for CDU credit. For more information about CDUs go the IIBA® web site or call 866-512-4422.
babsimLIVE live distance learning is hands-on, instructor-led training in real-time. The training is live and interactive. Using the latest technologies, babsimLIVE is an innovative solution for distance learning that makes it possible for students to attend one of our public classes without the need to travel.
Unlike other distance learning options, babsimLive brings the classroom learning experience to you by seating you virtually into a real-life instructor-led classroom taught by award winning world-class instructors with other IT professionals like yourself. From the comfort of your home, workplace, or at the Babbage Simmel Marble Cliff Campus, you acquire the training you need, when you want it, in the environment that is most comfortable for you to be successful.
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2300 W. 5th Avenue
Columbus, Ohio 43215-1003 -
Phone: (614) 481-6555
(800) 288-5937
Fax: (614) 481-6979 -
