HDI Customer Service Representative (HDI-CSR)


HDI Customer Service Representative (HDI-CSR) Certification Training Course 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

HDI Customer Service Representative (HDI-CSR) Course schedule & Prices

Schedule & Prices
Course Details Schedule
Live Virtual Classroom (Instructor-Led)
Duration : 1 Day (2 Days for 4 Hours/Day)
Fee : USD 300 (Includes Taxes) 



July
8 Hours/Day
12
13
20
12-13
13-14
20-21
August
8 Hours/Day
03
09
10
17
03-04
09-10
10-11
17-18
September
8 Hours/Day
07
13
14
21
07-08
13-14
14-15
21-22
October
8 Hours/Day
05
05-06
Fly-Me-a-Trainer
Duration : 1 Day
Fee : On Request
Client's Location
As per mutual convenience
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : 1 Day
Fee : On Request
On Request

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Course Prerequisites
  • No formal pre-requisites for this course.

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