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hdi training

HDI Training Introduction:

HDI Online Training Course Content

Role in the Support Center
  • Role of the Customer Service Representative
  • Support Center’s Role in the Business
  • Ownership of the Total Contact
  • Call Handling Procedures
  • Quality Assurance
Communication Skills
  • Process of a Communication
  • Sensitivity of an Cultural
  • Vocal Elements
  • Active Listening
  • Incident Documentation
  • Writing the Skills
Problem-Solving & Troubleshooting Skills
  • Problem-Solving & Types of Thinking
  • Questioning Skills
  • Solve Incidents with the IMPACT
  • Additional Strategies
Maximizing Effectiveness
  • Your Customer’s Psychological Needs
  • Handling Conflict
  • Handling Difficult Customer behaviours
  • Stress Management
  • Power of a Service Attitude