This two-day skills training and certification 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, problem solving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors.

• 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

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.

Course Schedule

Course Prices
Includes certification exam