Listen to What Our
very knowledgeable and enthusiastic. He provided real world
solutions to real world problems by engaging each member of
our class in discussions!" Mega Perkins-Roush, SCA
Class, San Diego - May 2007.
"I am excited to return to work and put these practices
into place! Heather Whitefield, SCM Class, Anaheim -
"I plan to recommend this course to all of our Analysts
here at Fremont." William Torres, SCA Class, Fremont
Investment & Loan, March 2007
"This class should be standard for all help desk personnel."
Geffers, Schreiber Foods.
SCA class, Oct 2006
"I would take a class from Paul again!. I
hope to able to send other
members of my team into this class in the near future." Jake Murray, State of Oregon DHS. HDA Boot Camp, May 2006.
"This course exceeded my expectations!
I wish that I took this course a decade ago."
Gloria Chen, County of Orange,
California. Help Desk Manager, April 2006
"Thank you very much. Many of the policies/procedures/KM
practices are not implemented in my organization. I'm hoping to
present to management for change and implementation. Paul - you
did a great job!" Adriane Vasquez, City of Yuma. HDA
Boot Camp, August 2005
knowledgeable, with lots of real-world examples." Michael Runyan, Auto Club. Help Desk Manager class, August
"Great course and instructor.
Very valuable in preparing me for certification."
Steve Parr, HDA Boot Camp, May 2005
"The class was a
great investment. Happy to take the next one."
Martin Garcia, HDA Boot Camp, April 2005
"Paul is a great instructor!" Dee Bowen, HDA Boot
Camp, April 2005
"I thought all topics were covered well. The time spent on
each was perfect. I would definitely recommend the class to
others." Karen Flores, Help Desk Analyst class, Nov 2004
Help Desk and support
center professionals today realize that achieving excellence in service and support
requires more than just technical training. We all know
that you can solve a technical issue, and still leave a customer unsatisfied.
The answer: training in technical skills AND
effective customer service "soft skills" - communication, problem solving,
analytical skills, and process management. Both are regarded as essential for
all successful support professionals. So who sets the standards? Who do you
turn to for the best training and certification in customer service "soft
skills"? Glad you asked! The answer: HDI!
world's largest membership
organization for service and support professionals, sets the
standards when it comes to
soft skills certification.
HDI's training curriculum is based on an internationally
recognized set of open standards developed by leaders in the
support industry. And HDI's certification training courses have
been especially prepared to teach the learning objectives for
these standards, as well as prepare students for passing HDI and
ITIL certification exams.
What About Return on
Training your support staff in
industry best-practices is one of the best investments you can
make! When your
support staff is trained and equipped to
deliver, you are much more likely to end up with satisfied
customers, faster incident resolution, and lower
The benefits are clear, both to support
professionals and the organizations they work for: training
in real-world skills and best-practices that you can put right
to work - to
reduce costs, improve efficiency,
and increase customer satisfaction and
Help Desk and Support Center Certification Training
Optimal Connections, LLC employs
Certified Instructors (CI) of the Help Desk Institute,
and is proud to offer the following certification
Service Representative (CSR) Certification
This one-day skills training and certification
course introduces the skills and techniques required to
provide exceptional customer
service and support. It applies to both support center and
call center environments.
Students will learn call handling best practices;
communication and listening techniques; documentation,
problem solving and troubleshooting skills; conflict
negotiation; and responses to difficult customer behaviors.
You will 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 behavior |
|An awareness of the core
processes and best practices used in service and support
Download the Customer Service Representative Flyer
to Course Schedule
Support Center Analyst (SCA) Certification
Support Center Analysts are part of your vital
frontline and they
represent your entire organization. HDI’s the Support Center
Analysts course (SCA) provides analysts of all levels with
strategies for effective customer care and problem
resolution, as well as fundamental support processes and
tools. You will learn how to:
|Assess customer business
needs and exceed customer expectations |
thinking skills to resolve incidents quickly and
|Satisfy customers by
using active listening skills and effective communication
Download the Support Center Analyst
to Course Schedule
Center Team Lead (SCTL) Certification
Center Team Lead (SCTL) course builds the fundamental
management and leadership skills needed to be an effective
leader. SCTL prepares current and future team leaders for
excellence as they take on increased responsibilities.
You will learn how to:
|Know the best practices
for support center operations |
the skills needed to effectively coach and lead a team
importance of support center metrics and key performance
Download the Support Center Team Lead
to Course Schedule
Manager (SCM) Certification
Strategically aligning the support center to the
organization, running the support operation as a profitable
business, and providing
leadership to a team is challenging for even the most
experienced Support Center Managers. To help Support Center
Managers meet their increasing demands, HDI’s Support Center
Manager (SCM) course focuses on the best practice standards
and skills necessary to successfully manage the strategic
and tactical components of a support organization. You
will learn how to:
|Build a support center
strategy aligned with organizational needs |
|Create and maintain
formal procedures for increasing productivity, driving
consistent service delivery, and increasing customer
reiterate value, and demonstrate a greater return on
investment (ROI) |
Download the Support Center Manager Flyer
to Course Schedule
Why Choose Us For Help Desk and Customer Service Skills Training?
Experience - Paul M.
Dooley, Optimal’s certified HDI
Instructor and Auditor, has over 30 years of
experience in the service and support industry – in
positions ranging from L1, 2 and 3rd level support, to team
lead, support center manager, business development manager
and director. You can be confident you are dealing with
someone who has a great deal of experience and expertise
when it comes to instructing on support center best
Qualifications - Besides a Master in
Business (M.B.A.) degree, Paul holds
Support Center Analyst, Support Center Team Lead, Help
Manager Manager, Instructor and SCC Auditor
certifications from HDI. Paul is also ITIL
Foundations Certified and and an ITIL V3
Expert. He is also a member of the
HDI Orange County Chapter, and a
board member of itSMF Los Angeles LIG. A member of the HDI Support Center Certification Standards
Committee, Paul is also a key contributor to HDI for
the formulation of the CSS, SCA, Team Lead and SCM Standards
and Course Material.
Quality Results - As an instructor I am
committed to delivering quality results, which is why I
don't offer a high volume of training courses. When you
attend one of my training courses, you can be assured of
getting the best in real-world service & support
knowledge and skills. And you'll be totally prepared to
pass the HDI or ITIL certification you're aiming for!
Connections, LLC - Your Source for
HDI Certification Training
For more information on HDI and ITIL Certification Training
please call 1 (949) 305-3544, or
LLC - Your Source for HDI Certification Training,
HDI Customer Service Representative (CSR), HDI Support Center
HDI Support Center Team Lead (SCTL), and
HDI Support Center Manager (SCM)
Training Locations Near You!
We deliver HDI and ITIL
classes across the US and internationally.
Local Southern California Classes
Our local training courses are usually held at Palm Court, 15615 Alton Parkway,
Suite 450, Irvine, California 92618.
Classes are held in a large corporate
executive meeting room which easily accommodates students.
Of course, state of the art technologies are
employed with all courses.
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