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