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HDAA Workshop - SVS

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HDI Customer Service Representative (CSR)

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Training Course Duration: 1 day

Public, Online, Onsite Training



Certification: HDI
Certification Exam Information
Register for Public Course Enquire about Onsite Training
  Purchase Online Course

Training Course Overview

This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support centre and call centre environments. It ensures they understand how to assess customer needs while exceeding their expectations.

Front-line customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This one-day, skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support.

Customer Service Representative training focuses on call handling best practices; communication and listening techniques; documentation, problem solving, and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviours.

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This training course focuses on:

  • How to assess customer business needs & exceed customer expectations;
  • Critical thinking skills to resolve incidents quickly & consistently;
  • Active listening skills & effective communication strategies;
  • How to identify & defuse challenging customer behaviour; &
  • An awareness of the core processes & best practices used in service & support.

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Training Course Outline:

Unit 1:
Your Role in the Support Center
  Unit 3:
Problem-solving & Troubleshooting Skills
- Role of the Customer Service Representative
- Support Center's role in the Business
- Total Contact Ownership
- Call Handling Procedures
  - Problem-Solving & Types of Thinking
- Questioning Skills
- Solve Incidents with IMPACT
- Additional Strategies
Unit 2:
Communication Skills
  Unit 4:
Maximising Effectiveness
- The Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Incident Documentation
- Writing Skills
  - Your Customer's Psychological Needs
- Handling Conflict
- Difficult Customer Behaviours
- Stress Management
- Power of Service attitude

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Who Should Attend:

  • Call Center staff;
  • 1st Level Support staff;
  • Service Center Analysts;
  • Support Center Analysts; &
  • Staff needing to learn best practices that can help improve customer experience.

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Training Course pricing.

For pricing please to go to our Price Guide and apply appropriate member level discount or contact HDAA for an On-site Training Quote on T: 1300 130 447.


- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

About HDI

PLEASE NOTE: The online training course does not include the certification exam. 

Cancellation & Transfer Policy

For more information, please contact HDAA on T: 1300 130 447

Click here to register for Training & Development Courses.