Coaching Skills for Quality Support

This course is delivered in partnership with Extraordinary Matters.


This certification is intended for those professionals that serve in the role of a support coach to their peers within the service and support organization or are a part of a service management strategy to improve the skills and knowledge of professionals working within service manage organizations.  Coaches who earn this certification will possess the skills, techniques, and knowledge of best practices that will help them motivate and engage their team.


What You Will Learn

  • The role of a coach
  • The increased self-awareness that facilitates effective coaching
  • The skills and techniques for:
    • Effective coaching
    • Motivating others for improved performance
    • Understanding others and communicating more effectively
    • Holding individuals accountable for putting their training into practice

Who Should Attend?

  • Support professionals at all levels, but especially those who are involved in or responsible for quality monitoring
  • Individuals who are preparing to take the HDI Support Coach certification

Course Outline

Day One:

    What Is a Coach?

    Do I Have What It Takes to Be a Good Coach?

    Why Coaching?

    ROI for Coaching

    The Value of Feedback

    What Motivates People?



    Exercise in Reflection

    Handling Objections

Day Two:

    Working as a Team

    Tools of the Trade

    Logistics of Coaching

    The Challenge of Change

    Engaging the Process

    Remote Coaching

    Reflection on What You Have Learned

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Public Classroom

Member Price: $1,599 | Price: $1,699

Facilitated by a faculty member, this two-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.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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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, 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.

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Certification Exam

Price: $225.00

Each exam consists of 50 multiple choice questions and must be completed in 60 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.

The following resources have been designed to assist a student in preparing for the Support Coach certification exam. They reinforce the core concepts and provide skills-building opportunities for the attendees.

• Coaching Skills for Quality Support guide by Dr. Beth Haggett and HDI

• Coaching Skills for Quality Support workshop by Dr. Beth Haggett and HDI

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 this syllabus. 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 %
Concepts of Coaching 30 %
Coaching Skills 30 %
Coaching Process 40 %

Exam Extensions

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

Exam Retakes

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

Exam Insurance

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Exam insurance now available.

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