HDI Customer Service Representative (HDI-CSR)

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 exam

Course Outline

Unit 1: Your Role in Service and Support The Service & Support Center The Role of CSR The Value of a CSR Understanding the Business Unit 2: Communication Essentials Communication Essentials Active Listening Voice Components Effective Word Choices Written Communication Effective Cross-Cultural Communication

Unit 3: Troubleshooting & Incident Management Troubleshooting and Problem-solving The Incident Management Process Unit 4: Customer Management Skills Challenging Customer Behaviors Emotional Intelligence Expressing Empathy Managing Customer Behaviors Stress Management

Price: $499

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 5-6 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. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course FAQs.

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Price: $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 for one day.
• Learn only what you need to with targeted, topic-specific courses.
• Ask questions and interact with the instructor.

View the Virtual Classroom FAQ's

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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, please request more information or call 1.800.248.5667.

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Price: $349

CSR Course Certification Bundle
Includes PDF student manual with certification standard and three exam attempts.
Please allow one business day to process your order.

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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, please request more information or call 1.800.248.5667.

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Certification Exam

The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Portal.

Each exam consists of 35 multiple choice questions and must be completed in 45 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 certification exam. This information is provided to help you focus as you prepare for the exam.

Category	Weighting %
Leadership	10 %
Policy and Strategy	10 %
People Management	10 %
Resources	10 %
Process and Procedures	55 %
Performance Results	5 %

Exam Extensions

Add To Cart

A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

Add To Cart

Exam retakes can be purchased for a fee of $99.

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Add to Cart

Practice Test

Price: $79.00

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 the Practice Tests FAQs.

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