HDI Certification Training

Help Desk and support center professionals today realize that achieving excellence in service and support requires more than just technical training.  We all know that you can solve a technical issue, and still leave a customer unsatisfied.  The answer:  training in technical skills AND effective customer service “soft skills” – communication, problem solving, analytical skills, and process management.  Both are regarded as  essential for all successful support professionals.  So who sets the standards?  Who do you turn to for the best training and certification in customer service “soft skills”?  Glad you asked! The answer:  HDI!

HDI Customer Service Skills Certification

HDI, the world’s largest membership organization for service and support professionals, sets the standards when it comes to soft skills certification. HDI’s training curriculum is based on an internationally recognized set of open standards developed by leaders in the support industry.  And HDI’s certification training courses have been especially prepared to teach the learning objectives for these standards, as well as prepare students for passing HDI and ITIL certification exams.

What About Return on Investment?

Training your support staff in industry best-practices is one of the best investments you can make!  When your support staff is trained and equipped to deliver, you are much more likely to end up with satisfied customers, faster incident resolution, and lower costs!

The benefits are clear, both to support professionals and the organizations they work for: training in real-world skills and best-practices that you can put right to work – to reduce costs, improve efficiency, and increase customer satisfaction and retention.

Help Desk and Support Center Certification Training

Optimal Connections, LLC employs Certified Instructors (CI) of the Help Desk Institute, and is proud to offer the following certification training courses:

Customer Service Representative (CSR) Certification

This one-day skills training and certification course introduces the skills and techniques required to provide exceptional customer service and support. It applies to both support center and call center environments.

Students will learn call handling best practices; communication and listening techniques; documentation, problem solving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors. 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

Support Center Analyst (SCA) Certification

Support Center Analysts are part of your vital front-line and they represent your entire organization. HDI’s the Support Center Analysts course (SCA) provides analysts of all levels with strategies for effective customer care and problem resolution, as well as fundamental support processes and tools.  You will learn how to:

• Assess customer business needs and exceed customer expectations
• Improve critical thinking skills to resolve incidents quickly and consistently
• Satisfy customers by using active listening skills and effective communication strategies

Support Center Team Lead (SCTL) Certification

HDI’s Support Center Team Lead (SCTL) course builds the fundamental management and leadership skills needed to be an effective leader. SCTL prepares current and future team leaders for excellence as they take on increased responsibilities. You will learn how to:

• Know the best practices for support center operations
• Use the skills needed to effectively coach and lead a team
• Understand the importance of support center metrics and key performance indicators

Support Center Manager (SCM) Certification

Strategically aligning the support center to the organization, running the support operation as a profitable business, and providing leadership to a team is challenging for even the most experienced Support Center Managers.  To help Support Center Managers meet their increasing demands, HDI’s Support Center Manager (SCM) course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization.   You will learn how to:

• Build a support center strategy aligned with organizational needs
• Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
• Calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)

Technical Support Professional (TSP) Certification

This certification verifies that technical support professionals who serve as an escalation point by providing level 2 or level 3 support possess the latest skills and knowledge based on customer service and service management best practices. For all members of the support chain, this certification ensures professionals are equipped to provide superior technical support.

The technical support professional is a role that individuals assume when they assist with providing support services. This role services as an escalation point for support centers by providing level 2 or level 3 support. They may work directly with customers or with other departments to resolve issues related to the organizations products and/or the IT infrastructure that enables the business.

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 and problem management
• Improving teamwork, and stress management

Why Choose Us For Customer Service Skills Training?

Experience – Paul M. Dooley, Optimal’s certified HDI Instructor and Auditor, has over 30 years of experience in the service and support industry – in positions ranging from L1, 2 and 3rd level support, to team lead, support center manager,

business development manager and director. You can be confident you are dealing with someone who has a great deal of experience and expertise when it comes to instructing on support center best practices.

Qualifications – Besides a Master in Business (M.B.A.) degree, Paul holds Support Center Analyst, Support Center Team Lead, Help Manager Manager, Instructor and SCC Auditor certifications from HDI.  Paul is also ITIL Foundations Certified and and an ITIL V3 Expert.  He is also a member of the HDI Orange County Chapter, and a board member of itSMF Los Angeles LIG.  A member of the HDI Support Center Certification Standards Committee, Paul is also a key contributor to HDI for the formulation of the CSS, SCA, Team Lead and SCM Standards and Course Material.

Quality Results –  As an instructor I am committed to delivering quality results, which is why I don’t offer a high volume of training courses. When you attend one of my training courses, you can be assured of getting the best in real-world service & support knowledge and skills.  And you’ll be totally prepared to pass the HDI or ITIL certification you’re aiming for!

Optimal Connections, LLC – Your Source for
HDI Certification Training

For more information on HDI and ITIL Certification Training please call 1 (949) 305-3544, or email us.

Optimal Connections, LLC – Your Source for HDI Certification Training,
HDI Customer Service Representative (CSR), HDI Support Center Analyst (SCA)
HDI Support Center Team Lead (SCTL), and
HDI Support Center Manager (SCM)