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HDI Customer Service Representative 2 Days Training in Belfast

September 16 @ 9:00 am - September 17 @ 5:00 pm BST

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.

Venue

Regus – Belfast City Centre
Forsyth House, Cromac St
Belfast, Northern Ireland BT2 8LA United Kingdom

Organizer

Mangates
Email:
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Website:
http://www.mangates.com
WhatsApp 07868 663 538