HDI Support Center Analyst 2 Days Training in Raleigh, NC

9121 Anson Way,Raleigh NC 27615

08 July, 2021

Description

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction. Course Description: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident Management, communication skills, and an introduction to ITIL® Processes. Course Outline: Module1: The Evolution of the Support Center The Evolution of the Support CenterThe Role of the Support AnalystThe Support Center’s Role in the BusinessModule2: Strategic Framework Strategic PerspectiveService Level AgreementStandard Operating ProceduresBusiness AlignmentModule3: Service Delivery Methods and Technology Service Delivery MethodsTelephony SystemsService Management SystemsModule4: Support Center Processes and Operations Best Practices for IT Service ManagementITIL Service SupportSecurity ManagementKnowledge ManagementQuality AssuranceModule5: Call Handling Procedures Total Contact OwnershipProcedures for Call HandlingService Management SystemsModule6: Communication Skills Communication ProcessCultural SensitivityVocal ElementsActive ListeningIncident DocumentationWriting SkillsModule7: Problem-Solving and Troubleshooting Skills Problem-Solving and Types of ThinkingQuestioning SkillsSolve Incidents with IMPACTAdditional Customer Service SkillsRoot Cause AnalysisModule8: Maximizing Effectiveness Your Customer’s Psychological NeedsHandling ConflictHandling Difficult Customer BehaviorsStress ManagementThe Power of a Service AttitudeManaging Your TimeManaging Your CareerTarget Audience: 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.Individuals who are preparing for the HDI Support Center Analyst certification exam.Learning Objectives: 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.Course Agenda: Day 1 Module1: The Evolution of the Support Center The Evolution of the Support CenterThe Role of the Support AnalystThe Support Center’s Role in the BusinessModule2: Strategic Framework Strategic PerspectiveService Level AgreementStandard Operating ProceduresBusiness AlignmentModule3: Service Delivery Methods and Technology Service Delivery MethodsTelephony SystemsService Management SystemsModule4: Support Center Processes and OperationsBest Practices for IT Service ManagementITIL Service SupportSecurity ManagementKnowledge ManagementQuality AssuranceDay 2 Module5: Call Handling Procedures Total Contact OwnershipProcedures for Call HandlingService Management SystemsModule6: Communication Skills Communication ProcessCultural SensitivityVocal ElementsActive ListeningIncident DocumentationWriting SkillsModule7: Problem-Solving and Troubleshooting Skills Problem-Solving and Types of ThinkingQuestioning SkillsSolve Incidents with IMPACTAdditional Customer Service SkillsRoot Cause AnalysisModule8: Maximizing Effectiveness Your Customer’s Psychological NeedsHandling ConflictHandling Difficult Customer BehaviorsStress ManagementThe Power of a Service AttitudeManaging Your TimeManaging Your Career Click here to subscribe to our text messages. Who we are Mangates is one of the Leading Competency developers, Mangates has developed a proven foundation for building specialized training programs. No matter which Mangates training division you are working with, you can expect the same high-quality training experience and expertise that makes Mangates stand out above the competition. All of our instructors are recognized experts in their fields with hands-on experience on the topics they teach. We combine proven adult educational training methods with leading-edge industry expertise to provide you an exceptional training experience. Every instructor must meet rigorous standards with the proven background in their given field of expertise. It is the difference that our customers covet and participant appreciates at the completion of the course. What we do We deliver training solutions to Corporate, Government Agencies, Public sectors, Multinational organizations and Private Individuals. Our Primary focus is to train in a wide range of areas from IT Technical, Personal Development, Human Resources and Management Courses to Project, Program and IT Service Management. We have most experienced trainers in the Industry. Our Trainers are highly skilled in their subject areas and are uniquely positioned to provide participants with deep industry experience. They are motivated to transfer knowledge through practical support post and pre-training to provide participants with additional support outside the classroom.     https://www.youtube.com/watch?v=ca-9iJ4zw0Q