HDI Customer Service Representative 2 Days Training in Seoul

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.