Who are HDI?
HDI is the world’s largest professional association and certification body for the technical service and support industry. It is the first professional association created for the technical support industry and to date, it remains the leading source for help desk/service desk/support center emerging trends and best practices. Built upon globally recognized industry standards developed by an international committee of industry experts and practitioners,
HDI: Recognized Standard Certification
HDI certification, the recognized standard for the technical service and support industry, demonstrates that individuals understand the customer service skills and support center processes required to provide quality technical support. Each HDI certification is designed to reflect the level of knowledge required for a specific role, ranging from customer service representative to support center director.
Since 1989, HDI has provided technical support professionals with the soft skills and service management training needed to provide excellent service. The training applies to roles beyond the front line. As employees progress through their careers, there are new skills and concepts to master. For the frontline support professional, this includes the correct ways to greet a customer, escalate tickets, transfer calls, and use open- and closed-ended questions. Participants will learn the importance of understanding the customer’s emotional reactions to a problem and how to differentiate that from the customer’s technical problem.
Advanced levels of training provide insight into management, leadership, business planning, and strategy as well as service level agreements, maturity models, and performance assessment and reporting. HDI training provides skills-building opportunities, raises awareness of best practices, and helps participants prepare for HDI certification exams.