Course Title:

HDI Customer Service Representative 2017


Global Knowledge Canada

Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg, Canada

Course format: Classroom

Front-line customer service representatives interact with customers every day. Do you have the skills to create first-rate customer experiences?

In this one-day skills-building and certification course, you will be introduced to the skills and techniques required to provide outstanding customer service and support. You will focus on call handling best practices, communication and listening techniques, conflict negotiation, and responses to difficult customer behaviors, and you will gain documentation, problem solving, and troubleshooting skills.

This course is designed to assist you in preparing for the HDI Customer Service Representative (HDI-CSR) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

What You&,#146,ll Learn

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
Core processes and best practices used in service and support

Elements of this syllabus are subject to change. Training programs and their availability may vary by location.

Please visit the school's official website or social networks for the latest training price and schedule.

Phone No.: 866-716-6688

School Address/Venue(s):

Global Knowledge
2 Bloor Street EAST,
31st Floor
Toronto, ON M4W 1A8

Free Course List: Halifax, Mississauga, Montreal, Ottawa, Toronto, Winnipeg

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