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Format | QQ0-400 Course Contents | QQ0-400 Course Outline | QQ0-400 test
Syllabus | QQ0-400 test
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 center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.
Frontline customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences=> This skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support.
HDI Customer Service Representative (HDI-CSR) training focuses on call handling best practices, communication and listening techniques, documentation, problem-solving, and troubleshooting skills, conflict negotiation, and responses to difficult customer behaviors.
- 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
Unit 1: Your Role in Service and Support
The Service & Support Center
The Role of CSR
The Value of a CSR
Understanding the Business
Unit 2: Communication Essentials
Effective Word Choices
Effective Cross-Cultural Communication
Unit 3: Troubleshooting & Incident Management
Troubleshooting and Problem-solving
The Incident Management Process
Unit 4: Customer Management Skills
Challenging Customer Behaviors
Managing Customer Behaviors
The certification test
is included with training purchased directly from HDI. The test
must be completed within 6 weeks of purchase.The certification test
is based on the Certification Standard and is delivered online through the HDI Learning Center.
consists of 30 multiple choice questions and must be completed in 35 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees
The certification test
is randomly generated from a pool of pre-authorized test
questions. As a result, each certification test
is different. The questions have been classified by the categories of the HDI Standard. The certification test
is designed to test the candidates knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification test
is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
Category Weighting %
Leadership 10 %
Policy and Strategy 10 %
People Management 10 %
Resources 10 %
Process and Procedures 55 %
Performance Results 5 %
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The candidate of the young Progressives birthday celebration (YPP) in the impending Anambra State governorship election, Ifeanyi Ubah, has allayed the fears of the americans that the current insecurity within the state may mar the election, assuring them that the Federal executive has perfected plans to reinforce protection. Ubah, who spoke in Lagos at an experience tagged, ‘My dialog with Ndi Anambra in Lagos’, disclosed that the Federal govt had perfected plans to installation ample policemen to the state a week to the election.
He advised the individuals to be getting organized to vote for his or her favored candidate all through the election, as it is their civic right.
while studying out his manifesto, Ubah pointed out that he has the imaginative and prescient for a peaceful, reliable, assured and predictable safety local weather in Anambra, stressing that the safety of lives and property of the americans become non-negotiable. He brought that the security of the people turned into a imperative precondition for the development of the state and bring to fruition the opportunity of a new Anambra State.
“Anambra is embattled by way of protection concerns and threats, which may additionally boost and absolutely devastate the socio-economic construction of the state if a well timed and holistic intervention is not put in place,” he referred to.
Ubah delivered that safeguarding the people’s businesses, promotion and maintaining indigenous trading capabilities and setting up a thriving company subsistence within the state became a few of his priorities.
“this is manageable handiest through modernisation of Anambra safety equipment, and reinforcing this to successfully guide community policing, whereas working without problems within the nation’s laws,” he introduced.
Ubah wired that human capital building and social inclusion would kind a part of the focal point of his administration if he wins the election, noting that economic progression accomplished with the aid of any society was strongly linked to the great of its human capital and social interplay. “we will prioritise human capital construction and social inclusion as valuable anchors of their developmental pursuit. based on obtainable information, HDI for Anambra State is 0.forty seven on a scale of 0 to 1,” he referred to. He added that training could be the anchor of the HDI, saying that Anambra State invested elaborately in education between 2006 and 2014, an action that ranked the state optimum in schooling outcomes except fresh instances.
“Our tutorial coverage thrust is to assure equitable and low-priced entry to excellent schooling through transformative and innovative strategies pushed with the aid of more advantageous schooling infrastructure, enormously certified and expert group of workers coupled with vocational and digital getting to know.
“My administration will place the reformation of education and systematic practicing as a properly precedence with the sole goal of empowering the Anambra formative years with advantage and alternatives to achieve their goals while guaranteeing that the becoming ones who go into buying and selling earlier than completing basic training are given the opportunity to catch up with additional educational aspirations,” he referred to.
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