HDI® Customer Service Representative (CSR) – Course

This intensive one-day certification course is designed to build and enhance the skills required for exceptional customer service and support. Participants will be trained in key areas essential for front-line customer service representatives

HDI® Customer Service Representative (CSR) – Course

Course Overview

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.

Front-line customer service representatives interact with your customers every day.

Do they have the skills to create first-rate customer experiences?

*This Course is not narrated

Target Audience

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.

Prerequisite

No Prerequisite

Learning Objectives

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 Modules

Unit 1: Your Role in Service and Support

The Service & Support Center
The Role of CSR
The Value of a CSR
Understanding the Business

Unit 2: Communication Essentials

Communication Essentials
Active Listening
Voice Components
Effective Word Choices
Written Communication
Effective Cross-Cultural Communication

Unit 3: Troubleshooting & Incident Management

Troubleshooting and Problem-solving
The Incident Management Process

Unit 4: Customer Management Skills

Challenging Customer Behaviors
Emotional Intelligence
Expressing Empathy
Managing Customer Behaviors
Stress Management

Exam Detail

Each exam consists of 35 multiple choice questions and must be completed in 45 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Choose Your Training Options

Self-Paced Learning

$638.18 EX GST

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Instructor-led training

$1,050.00 EX GSTAdd to cart