New Offerings are Designed to Improve Customer Experience

COLORADO SPRINGS, Colo., Feb. 23 - HDI (, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, today announced the launch of the new HDI Customer Service Representative Certification and preparatory training course ( The new training course and accompanying certification will help customer service representatives improve their call handling best practices, communication and listening, documentation, problem-solving and troubleshooting skills, conflict negotiation and response to difficult customer behavior.

Designed for customer service representatives, support analysts and help desk professionals with less than one year of experience, this new one-day course and HDI Certification combines curriculum utilizing HDI's internationally-recognized open industry standards and STI Knowledge best practices. In 2006, HDI was granted the exclusive license for all STI Knowledge training material. HDI's training and certification programs are built on standards determined by an independent committee of global industry experts. STI Knowledge's curriculum reflects years of experience in guiding and operating call centers throughout the world.

Pricing and Availability:
Priced at $795 for HDI members/$895 for non-members, the HDI Customer Service Representative Certification preparatory course replaces both the HDI Customer Support Specialist and STI Knowledge Certified Call Center Professional courses and certifications. Onsite/group training is available immediately. Public classes will begin in May 2007.

In addition to the HDI Customer Service Representative Certification preparatory course, HDI has recently launched three other updated HDI Certification courses: HDI Support Center Analyst, HDI Support Center Team Lead and HDI Support Center Manager. (See: The curriculum was revised to reflect HDI's updated open industry standards, as well as incorporating STI Knowledge best practices such as Total Contact Ownership and the alignment of the incident management process with ITIL and Knowledge-Centered Support(R) and Structured Problem Solving. HDI also offers Field Support Technician, Knowledge Management Foundations, Sarbanes-Oxley, Support Center Director, ITIL(R) Foundations accredited by EXIN(R), and ITIL Awareness courses.

About HDI
HDI is the world's largest IT service and support membership association and the industry's premier training and certification body. Guided by an international panel of industry experts, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event -- the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training and certification in multiple languages and countries.

For more information, visit or call +1 719.268.0174.

CONTACT: Tiffany Keller of HDI, +1-719-785-5350, or [email protected]
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