CLOSE
CLOSE
  • LOGIN
  • No products in the cart.

HDI Customer Service Representative

CLASSROOM TRAINING

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

CORPORATE TRAININGS

Our Corporate training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

VIRTUAL TRAINING

Catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning.

TRAINING HIGHLIGHTS

High quality training from Certified & Industry Experts

Earn 16 PDUs

Course Completion Certificates

Reimbursement guaranteed if the training is not satisfied

Extensive documentation provided

Our approach is both practical and inspirational. Our training is carefully designed and tested to develop the key skills and confidence needed while being highly participatory and fun

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.

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
●     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.

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
●     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.

What Does Mangates provide me on the day of the course?

We provide Course Materials, Course Completion Certificate and Refreshements

What experience does Instructor has?

All our Instructors are Certified & Industry Experts and they have years of experience in the same filed.

Do you provide a group discount for classroom training programs?

We do Provide Group Discounts such as 10% for group of 3, 15% for group of 5 and 20% for the group of 10 people.

If I cancel my Enrollment, how can I claim my Refund?

You can request a refund by sending an email to info@mangates.com and within 7 working days you get your money back.

Mangates Tech Solutions Pvt Ltd is an Affiliate of ITpreneurs Nederland B.V, an Accredited Training Organisations of the APMG Group Limited for the following products AgilePM®, APMG-International Managing Benefits™, APMG-International Change Management™, COBIT®5, and APMG-International™ ISO/IEC 20000

Contact Us

USA/Canada: +1 469 666 9332
Australia: + 61(0) 2 80155605

Accreditations

top
Mangates.com © 2019 . All rights reserved.