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HDI QQ0-400 : HDI Qualified Customer Support Specialist Exam

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Exam Number : QQ0-400
Exam Name : HDI Qualified Customer Support Specialist
Vendor Name : HDI
Update : Click Here to Check Latest Update
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QQ0-400 exam Format | QQ0-400 Course Contents | QQ0-400 Course Outline | QQ0-400 exam Syllabus | QQ0-400 exam Objectives


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
Communication Essentials
Active Listening
Voice Components
Effective Word Choices
Written Communication
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
Emotional Intelligence
Expressing Empathy
Managing Customer Behaviors
Stress Management

The certification exam is included with training purchased directly from HDI. The exam must be completed within 6 weeks of purchase.The certification exam is based on the Certification Standard and is delivered online through the HDI Learning Center.

Each exam 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

Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result- each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam 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 exam 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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HDI Support exam contents

HDI Unveils the Strategic Case stories to be presented at SupportWorld live 2021 | QQ0-400 PDF get and Real exam Questions

HDI, the leading company committed to elevating technical provider and assist across the business, today unveils the 17 case study sessions that may be offered at SupportWorld reside, taking region November 6-eleven, 2021, on the Omni hotel at Championsgate in Orlando. The case experiences will offer attendees constructive insight into carrier and assist suggestions being applied in healthcare, bigger education, financial functions and different industries. Register to attend SupportWorld are living right here.

The corporations offering strategic case reviews at SupportWorld reside encompass:

  • Akamai technologies: building an Engaged international group, One Connection at a Time
  • Blackbaud: The means model: Go past the day by day time table
  • Boston school: Pandora’s container: A Case look at on aiding Hybrid Environments
  • Carnegie Mellon tuition: superstar Trek and battle: Even Klingons will also be cost-efficient
  • Chan Zuckerberg Initiative: reworking the VIP event: The role of the govt help team
  • endless Campus: Why you'll want to Gamify Onboarding
  • Johns Hopkins tuition utilized Physics Laboratory: consumer provider Is dead, consumer journey Is Queen
  • John Hopkins utilized Physics Lab: Managing Up or Out: dealing with Struggling employees
  • Michigan medication (school of Michigan): UFFA in the Pandemic Age: Why continuous capabilities development skill more than Ever
  • Michigan medication (school of Michigan): catastrophe in the facts core: real existence classes
  • Mount Holyoke school: Adapting lecture room Dispatch to help digital teaching & researching
  • countrywide Veterinary associates (NVA): Modernizing your team constitution in a client centric world
  • Navy Federal credit score Union: Cultural Champions and the Dynamics of a perfectly Imperfect crew
  • UCLA fitness IT: Sprinting a Marathon: Going far flung in just Two Weeks
  • USAA: building a world-type internal help group for World-type external help teams
  • Worcester Polytechnic Institute (WPI): The courting video game: Making the enterprise carrier management healthy!
  • Worcester Polytechnic Institute (WPI): still Innovating in ITSM: An Ever-Madder Scientist’s views on chronic method improvement
  • click on right here to peer the complete agenda.

    “It’s been a year of constant change. groups have needed to reinvent core process overnight. And we’re facing new challenges when it comes to protection, hiring and retention, engagement and so a great deal greater,” pointed out pleasure Sobhani, community event Director, HDI. “We’re collaborating with a pretty good line up of businesses throughout enterprise, larger training and monetary capabilities which will carry crucial service management and technical help insights to adventure attendees. if you are an IT carrier and support knowledgeable, i'm hoping you are going to be part of us in Orlando in November to study from peers that are dealing with the equal forms of challenges.”

    To learn extra about SupportWorld are living or to register for SupportWorld live, click on right here. stay up to this point on fb, Twitter or LinkedIn.

    For sponsorship alternatives, contact Susan Gillespie at Susan.Gillespie@informa.com.

    Media drawn to a media move, e-mail Meryl Franzman at meryl.franzman@informa.com.

    About HDI

    For thirty years, HDI has partnered with lots of certified and their organizations to enhance their efficiency by means of helping them to: power trade, harness knowledge, transform teams, make connections, and switch challenges into opportunities. HDI empowers the technical support and repair management neighborhood to boost their strategy, operations and groups through optimized provider delivery. From the employee to the enterprise, HDI transforms service and assist via its finished lineup of coaching and certification courses, business-main annual conferences, consequences-pushed consulting functions, group-based mostly networking opportunities, and insightful analysis and informational supplies. What does HDI stand for? HDI stands for smarter carrier leading to enhanced company consequences. be taught more at https://www.thinkhdi.com. HDI is delivered to you via Informa Tech.

    About Informa Tech

    Informa Tech is a market main company of built-in research, media, training and events to the world expertise group. We’re a world business of greater than 600 colleagues, working in additional than 20 markets. Their purpose is to inspire the expertise neighborhood to design, construct and run a more robust digital world through research, media, working towards and experience manufacturers that inform, show and attach. Over 7,000 certified subscribe to their research, with 225,000 delegates attending their movements and over 18,000 college students participating in their practicing classes each 12 months, and just about four million americans traveling their digital communities each month. gain knowledge of extra about Informa Tech.

    Media ContactMeryl Franzman

    HDI’s SupportWorld reside

    meryl.franzman@informa.com


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