Date	Duration	Fees	Certification	Literature
All year	1 day	Course: 530,00 €	CSR	The course is in Slovenian and courseware is in English
Number of participants is limited to 16. Special Dicount for HDI-EE Members.
TERMIN

This one 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 best practices on how to handle calls; communication, listening and documentation techniques; problem solving and troubleshooting skills; conflict negotiation and responses to difficult customer behaviors.

Who Should Attend

Support analysts, help desk professionals, and call center represetatives who have less than one year of experience working within a service and support enviroment, and those who are seeking HDI's Customer Service Representative Certification.

Certification

The certification exam is included with the purchase of this course. Instructions on scheduling the exam are provided upon course completion.

 

Course outline - Customer Service Representative

Unit1: Your Role in the Support Center
• The Role of the Customer Service Representative (CSR)
• The Support Center's Role in the Business
• Total Contact Ownership
• Best Practice Procedures for Call Handling
• Quality Assurance

Unit 2: Communication Skills
• The Communication Process
• Cultural Sensitivity
• Vocal Elements
• Active Listening
• Best Practices for Incident Documentation
• Best Practices for Email and Web Chat

Unit 3: Problem-solving and Troubleshooting Skills
• Problem-solving and Types of Thinking
• Questioning Skills
• Solve Incidents with IMPACT
• Additional Strategies While Troubleshooting

Unit 4: Maximizing Effectiveness
• Your Customer's Psychological Needs
• Handling Conflict
• Strategies for Handling Difficult Customer Behaviors
• Stress Management

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