HDI Customer Service Representative 2 Days Training in San Diego, CA

COURSE DESCRIPTION: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.  COURSE TOPICS: 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  LEARNING GOALS: ●     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. COURSE AGENDA: 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 WHO CAN ATTEND? ●     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.