Essentials of Customer Service for IT Support Professionals

Traditional training for IT focuses on technologies related to network, servers, systems, platforms, software, databases, security, equipment and the like. These are arguably immensely important core sets of skills required for IT Service delivery. IT must maintain these core skills to create value for business customers in the form of IT Services. However, a technology centric focus may do more harm than good.

HDI Customer Service Representative (HDI-CSR)

This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.

HDI Desktop Support Technician (HDI-DST)

HDI Desktop Support Technician training focuses on key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer's experience.

HDI Desktop Support Manager (HDI-DSM)

Designed for both new and experienced desktop support managers, this course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

HDI Support Center Analyst (HDI-SCA)

HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

HDI Support Center Director (HDI-SCD)

HDI Support Center Director (HDI-SCD) training focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

HDI Support Center Manager (HDI-SCM)

HDI Support Center Manager training explores how the support center's strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

HDI Support Center Team Lead (HDI-SCTL)

HDI Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.

HDI Technical Support Professional

The HDI Technical Support Professional training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management.