Course Overview - The customer support center professional provides front line support and represents the entire organization. For this reason, it is important that the professional offers the highest quality customer care with every contact.

This two-day Certified Help Desk Professional (CHDP) course focuses on help desk Best Practices, which include High Impact Training?, Total Contact Ownership?, handling problem reports, follow-up techniques, and troubleshooting. Professionals will learn innovative methodologies for effective customer care and problem resolution as well as the fundamentals of customer support structure and procedures.

The class incorporates role-playing exercises and significant group interaction with dynamic instruction, resulting in a powerful and comprehensive learning experience. During the course, professionals will be given the foundation and knowledge necessary to provide a world-class customer support center.

After completing the instructor-led course, Help Desk Professionals will be able to access our CHDP Online course. This course gives professionals the opportunity to review help desk Best Practices regularly with the benefit of ?on-demand? availability.

Course Objective - Since the customer support center professional represents the entire organization, it is essential that the professional understands the mission of a world-class customer support center, knows how to meet the needs of customers, can deal with difficult behavior, and communicates professionalism. This course will discuss these issues in depth.

Prerequisites - Students should be familiar with the basic concepts of a customer support center, its purpose and the primary tasks it performs. No previous support center experience is required. In today?s demanding support environment, the customer support center must provide excellent technical and customer support.

Course Topics

Continuing Education - All students who complete the Certified Help Desk Professional class will be able to access the online version of this course for one year. Professionals can use the online course as a refresher to keep their skills sharp.

Course Length - 2 Days

Fee - $1,195.00 (Includes Testing & Certification)