Forgot Password | Register

HDI Customer Service Representative (HDI-CSR)

HDI-CSR

Course Description



Certification
This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.

Training
Front-line customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This one-day, skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support.

HDI Customer Service Representative 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 Overview
Delivery Methods
Course Calendar
Certification Exam

What You Will Learn

  • 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

Who Should 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

Course Outline

Unit 1: 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
Quality Assurance
Unit 2: Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills
Unit 3: Problem-solving and Troubleshooting Skills
Problem-solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Strategies
Unit 4: Maximizing Effectiveness
Your Customer’s Psychological Needs
Handling Conflict
Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude

Public Classroom
Member Price: $795 | Price: $895

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Network and learn from real-world experiences through structured discussions.
Read the FAQs
Online Course
Member Price: $345 | Price: $395

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about five to six hours to complete.
  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

Read the Online Course FAQs
Onsite
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 800.248.5667.
Certified Instructor Program
HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 800.248.5667.

Classroom Training Schedule

No courses scheduled right now, check back soon!


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

Certification Exam

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Customer Service Representative Certification Standard and is delivered online through the HDI Learning Center.

Price: $145

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the HDI-CSR certification exam. This information is provided to help you focus as you prepare for the exam.

Category HDI-CSR Weighting %
Leadership 10%
Policy and Strategy 10%
People Management 10%
Resources 10%
Process and Procedures 60%
A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 800.248.5667.

Standard
HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam.

If you are a member, you may download the standard, or you can purchase the HDI Customer Service Representative Certification Standard for $29.

Practice Test
HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View Practice Tests FAQ.