HDI Support Central Analysis

HDI Support Central Analysis

Price:

Course Features

  • Location: Newark Campus
  • Language: English
  • Lesson: 0
  • Viewers: 710
  • Prerequisites: No
  • Skill Level:
  • Course Capacity: 50
  • Start Course: 09/01/2017

Descriptions

This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement. This course is intended for frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction. Students will prepare for HDI Support Center Analyst certification exam.

 

Course Participants will learn:

  • The process of incident management, from detection and recording to closure
  • Critical thinking skills to resolve incidents quickly and consistently
  • The importance of total contact ownership
  • An awareness of the core help desk processes and best practices used in service and support centers
  • Valuable active listening skills and effective communication strategies
  • Proven techniques for improving customer interactions
  • Effective support center strategies for managing difficult customers