HDI Customer Service Representative (HDI-CSR)

Overview

HDI Customer Service Representative (HDI-CSR) certification course verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center & call center environments. It guarantees they see how to survey client needs while surpassing their expectations.

This training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult client’s behaviors.

Audience:

 

  • Support Professionals
  • Professionals who are preparing for the HDI Customer Service Representative Certification exam
Download Course Contents
Schedule & Prices
Course Details Schedule
Classroom Training*
Duration : 1 Day
Fee : Dubai : $ 1,300 India : $ 1,000
March
02 (Delhi)
08 (Dubai)
09 (Bangalore)
16 (Chennai)
April
13 (Bangalore)
20 (Chennai)
May
18 (Chennai)
July
06 (Delhi)
12 (dubai)
13 (Bangalore)
20 (Chennai)
Instructor-Led Online Training
Duration : 1 Day
Fee : $ 1,200 (1-on-1)†
March
02
08
09
16
April
13
20
May
18
July
06
12
13
20
Fly-Me-a-Trainer
Duration : 1 Day
Fee : On Request 		Client's Location
As per mutual convenience

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Unit 1: Your Role in Service and Support
  • The Service & Support Center
  • The Role of CSR
  • The Value of a CSR
  • Understanding the Business
 
Unit 2: Communication Essentials
  • Communication Essentials
  • Active Listening
  • Voice Components
  • Effective Word Choices
  • Written Communication
  • Effective Cross-Cultural Communication
 
Unit 3: Troubleshooting & Incident Management
  • Troubleshooting and Problem-solving
  • The Incident Management Process
 
Unit 4: Customer Management Skills
  • Challenging Customer Behaviors
  • Emotional Intelligence
  • Expressing Empathy
  • Managing Customer Behaviors
  • Stress Management
 
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