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HDI® Customer Support Representative (CSR)

  • Length 1 day
  • Price $1155 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support centre and call centre environments. It ensures they understand how to assess customer needs while exceeding their expectations.

Front-line customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences?

This one-day skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support.

Customer Service Representative training focuses on call handling best practices; communication and listening techniques; documentation, problem solving, and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviours.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll 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 behaviour

  • An awareness of the core processes and best practices used in service and support


Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

  • Call Centre staff

  • First Level Support staff

  • Service Centre Analysts

  • Support Centre Analysts

  • Staff needing to learn best practices that can help improve customer experience

Course subjects

Your Role in the Support Centre

  • Role of the Customer Service Representative

  • Support Centre’s role in the Business

  • Total Contact Ownership

  • Call Handling Procedures

Communication Skills

  • The Communication Process

  • Cultural Sensitivity

  • Vocal Elements

  • Active Listening

  • Incident Documentation

  • Writing Skills

Problem-Solving and Troubleshooting Skills

  • Problem-Solving and Types of Thinking

  • Questioning Skills

  • Solve Incidents with IMPACT

  • Additional Strategies

Maximising Effectiveness

  • Your Customer’s Psychological Needs

  • Handling Conflict

  • Difficult Customer Behaviours

  • Stress Management

  • Power of Service attitude




DDLS offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires DDLS to provide your details to HDAA for course registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.