| The following training will be offered in Charlotte, NC on the following dates:
HDI Support Center Analyst — September 21-22, 2009
For more details — including pricing – click here! |
Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.
The HDI Support Center Analyst (HDI-SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.
What 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
- Ways to create win-win interactions with customers, management, and team members
- An awareness of ITIL® processes
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Who Should Attend:
- Support staff who want to develop a knowledge and understanding of help desk and support center operations
- Those who are seeking HDI Support Center Analyst Certification
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