HDI Customer Service Representative
Course Overview

Providing the highest level of customer service and support is the foundation of all successful service and support centers. HDI’s Customer Service Representative (CSR) course is targeted to individuals wishing to qualify to work in a customer support center. 

HDI-certified Customer Service Representatives are tested to ensure they meet the required standards for providing unsurpassed customer service.

Customer Service:

  • Key roles and responsibilities of a Customer Service Representative
  • An understanding of the support center environment
  • Skills and competencies required to succeed as a customer support specialist
  • The importance and benefits of measuring the delivery of customer service
  • How to create “win/win” interactions with customers and co-workers

    Who Should Attend:

Those who want to develop a knowledge and understanding of help desk and support center operations, and those who are seeking HDI’s Customer Service Representative (CSR) Certification. No previous support center experience is required.

Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.

Training Methods and Pricing
 
Public Sessions
$895.00 ($795.00 for Chapter Members)
Includes instruction and certification exam.
Call 1-888-737-2327 for pricing.

On-site
A one-day course conducted at your company’s site. Call us for prefered pricing.

 

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
 

Events

Our new web site is up and running! Many thanks for your patience and enjoy the new RADAR web experience. As always if you have any questions, comments or feedback please don’t hesitate to give us a call or contact us at info@radarsolutionsgroup.com.

Please note that we have changed the domain name and email addresses. Note that any visitors to www.radarinteractive.com will be redirected here to www.radarsolutionsgroup.com, and you may also wish to update our contact info with the new domain @radarsolutionsgroup.com. We’d like to thank all of our returning customers for your business and express a warm welcome to our new visitors.

Best regards,
The RADAR Team.

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