During this three-day intensive course, you will learn how to effectively deliver HDI certification and training courses. The Certified Instructor program reinforces concepts and best practices of the service and support industry, while also teaches successful facilitation techniques.

Upon completing the Certified Instructor course and application process, you will be able to facilitate the course(s) in which you are certified in.

To view the application process and learn more about the Certified Instructor program, please click here or contact your Account Manager.


What You Will Learn

  • Flexibility – Train your employees according to your schedule. This allows quicker ramp-up time for new employees and faster implementation of support center processes.
  • Consistency – Your internal HDI Certified Instructor will present the same premium HDI training content.
  • Economical – Bring your training in-house to experience significant savings in hard training fees like travel and other expenses.
  • Commitment to Quality – Certifying your staff, embracing industry standards, and demonstrating a commitment to continuous improvement shows you’re dedicated to excellence.
  • Team Certified Award - Once you have trained more than 80% of your team (with a team of 4 or more) you can apply to become HDI Team Certified.

Who Should Attend?

    If your company has internal training resources you could benefit significantly from participating in this program. Join the ranks of companies like:
  • Charles Schwab
  • DELL
  • DHL
  • HP
  • JC Penney
  • Lockheed Martin
  • T-Mobile
  • Wells Fargo

Course Outline

Unit 1: HDI Certification and Training

  • HDI Overview
  • Certification Standards
  • Certification Exams
  • HDI Courseware
  • Instructor Competencies and Evaluation

Unit 2: Creating a Foundation for Learning

  • Create Optimal Learning Environment
  • Principles of Adult Learning
  • Trainer verses Facilitator

Unit 3: Instructional Methods and Presentation Skills

  • Instructional Methods
  • Presentation Skills
  • Tips for Media Uses
  • Tips for Icebreakers and Energizers

Unit 4: Classroom Management

  • Classroom Management

Virtual Classroom

<b>Price: </b>$5,999

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

Request Info

Private Group Training

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 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


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.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description