Course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for support center processes and tools.  It also includes an introduction to core ITIL processes.

In this two day course, using real world scenarios and significant group interaction, analysts will develop skills to manage the relationships between customers and their support team by learning 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
• Identify and diffuse challenging customer behavior
• Create win-win interactions with customers, management, and team members
• Develop an awareness of core ITIL processes

Participants should be familiar with the basic concepts of a support center.  No previous HDI courses are required.

This course includes:

• Course book
• Course kit
• Exam
• HDI certified SCA certificate upon passing exam (score of 80% required for certification)