Customer Service Representative

HDI’s Customer Service Representative (CSR) course introduces the skills and techniques required to provide exceptional customer service and support. This course applies to both support center and call center environments. This course includes valuable information and everyday solutions for call handling best practices; communication and listening techniques; documentation, problem-solving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors.

HDI Customer Service Representative (CSR)

Support Center Team Lead

2 days Instructor Led Training

HDI's Support Center Team Lead (SCTL) course builds the fundamental management and leadership skills needed to be an effective leader. SCTL prepares current and future team leaders for excellence as they take on increased responsibilities.

HDI Support Center Team Lead (SCTL)

Support Center Analyst

2 Days Instructor Led Training

Support Center Analysts are part of your vital frontline and they represent your entire organization. HDI's Support Center Analyst course (SCA) provides analysts of all levels with strategies for effective customer care and problem resolution, as well as fundamental support processes and tools.

HDI Support Center Analyst (SCA)

Support Center Manager

3 Days Instructor Led Training

Strategically aligning the support center to the organization, running the support operation as a profitable business, and providing leadership to a team is challenging for even the most experienced Support Center Managers.

To help Support Center Managers meet their increasing demands, HDI's Support Center Manager (SCM) course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization

HDI Support Center Manager (SCM)