Soft Skills Training may include:

• Customer Service
• Managing the "Emergent Workforce"
• Management / Supervisory Training
• Inside Sales Training
• Up Selling Training
• Sales Training
• Team Building
• Goal Setting
• Sexual Harassment
• Safety

Certification Training
As the importance of Certification continues to grow in the Service and Support industry, we have partnered with Service Delivery Solutions an Authorized Training Partner with the Help Desk Institute to offer the following HDI Certification Curriculum.

• Customer Support Specialist (CSS)
• Help Desk Analyst (HDA)
• Help Desk Manager (HDM)

*The InnoSource Training Division will develop training modules that are customized to meet your business needs and strategies.

Customer Support Specialist (CSS)

Who Should Attend
This course is for individuals interested in HDI’s Customer Support Specialist (CSS) Certification, and is recommended for front-line staffs in the contact center environment who are dedicated to providing outstanding levels of customer service and support. This course contains all content necessary to successfully pass the HDI CSS Certification test, and is also a preparatory course for HDI Help Desk Analyst (HDA) Certification training.

What You'll Learn

• The importance and benefits of measuring the delivery of customer support
• How to create “win/win” positive interactions with customers and co-workers
• How to identify underlying customer needs
• How to gain agreement with customers, and meet and exceed customer expectations
• The difference between providing solutions and satisfying a customer’s psychological needs
• How to deal effectively with a variety of customer situations
• How to work with unrealistic or angry customers
• How to gain satisfied customers through better listening
• The guidelines for problem escalation
• The importance of delegation
• The basic anatomy of computers
• Basic tools and technologies used in the customer support industry
  

Course Description
This course contains practical exercises to reinforce learning. Upon completion of the course, attendees will be prepared to successfully pass HDI’s CSS Certification examination. Course attendees will be introduced to the skills and techniques necessary to provide the highest level of customer service and support. In addition, the call center environment’s processes, procedures, and basic tools and technologies will be covered. HDI CSS Certification preparatory training reinforces the concept that each customer interaction is unique and offers an opportunity to enhance the relationship with that customer. This course includes valuable information and everyday solutions for addressing the attitudes, behaviors, and relationships between customers and the support team.

Help Desk Analyst (HDA)

Who Should Attend
This course is for individuals interested in HDI’s Help Desk Analyst (HDA) Certification, and is recommended for front-line analysts who want to develop foundational knowledge of help desk and support center operations.

What You'll Learn

• The help desk infrastructure and the support environment
• Commonly used support methods – pros and cons
• Common processes in managing help desk resources
• The basic tools and technologies used in the help desk industry
• The basic anatomy of computers, networks, and system administration
• The role of the support center in asset management
• The importance of a business contingency plan
• Implementation of changes in the customer environment
• The best method to solve problems more quickly, with less stress
• How to become more creative in problem solving

Course Description
This course focuses on essential analyst skills, understanding help desk tools, and problem-solving techniques. Real-world exercises, case studies, and analyses provide creative solutions to everyday opportunities and challenges. Participants learn the essential skills necessary to function effectively as a team member in the support center. This course, combined with content in the CSS preparatory course, contains all the information necessary to successfully pass HDI’s HDA Certification examination. The exam contains questions based on content from the CSS and HDA classes (HDI recommends individuals take both the CSS and HDA certification preparatory courses to best prepare for the HDA Certification test).

Help Desk Manager (HDM)

Who Should Attend
This course is for individuals interested in HDI’s Help Desk Manager (HDM) Certification, and is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have three to five years of experience.

What You'll Learn

• Techniques for managing relationships across the enterprise
• How to plan and manage enhancements to the help desk organization
• Key processes for ensuring successful support center performance
• How to market your services internally/externally
• The latest technologies utilized in a service center
• Benefits of each of the service delivery models
• Outsourcing models and the value of each model
• Negotiation and conflict resolution/management skills
• Methods for building and maintaining high-performance teams
• How to build effective service level agreements
• Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
• Value of mission/vision statements
  

Course Description
Support centers are the key connection between customers and other corporate departments, which means that successful managers must effectively manage relationships throughout their organization, including communicating the value of the support operation to C-level management. This course discusses in detail people and relationship management in a support center setting. This course is designed to provide senior level help desk professionals with the knowledge necessary to successfully manage the strategic and tactical aspects of their support organizations. Upon completion of the course, attendees will be prepared to pass HDI’s HDM certification test.