HDI Training Course Details

Member Price: $1,295.00 (USD)

Price: $1,395.00 (USD)

HDI Support Center Analyst

09/28/2010 - 09/29/2010
8:00AM - 5:00PM

Serco
12012 Sunset Hills Rd.,Suite 600
Reston, VA 20190

Course Description

Help desk professionals and support center analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.

HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

What You Will Learn:

The process of incident management—from detection and recording to closure
Critical thinking skills to resolve incidents quickly and consistently
The importance of total contact ownership
An awareness of the core help desk processes and best practices used in service and support centers
Valuable active listening skills and effective communication strategies
Proven techniques for improving customer interactions
Effective support center strategies for managing difficult customers

Who Should Attend:

Front-line technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents, reduce escalations, and master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
Individuals who are preparing for the HDI Support Center Analyst certification

Download Support Center Analyst Course Brochure

Course Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course may be rescheduled or cancelled. HDI will provide at least 10 days notice. In this event, Client may receive a full refund, or take a credit toward another HDI course. HDI cannot be held responsible for penalties resulting from travel arrangements. Clients cancelling their registration with less than four weeks notice will be subject to a $150.00 USD course processing fee. Clients cancelling their registration within two weeks of course start date and no shows will pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on HDI’s course schedule http://www.thinkhdi.com/certification/trainingCalendar/. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the HDI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your HDI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.

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