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HDI QQ0-400 : HDI Qualified Customer Support Specialist Exam

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Test Number : QQ0-400
Test Name : HDI Qualified Customer Support Specialist
Vendor Name : HDI
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QQ0-400 test Format | QQ0-400 Course Contents | QQ0-400 Course Outline | QQ0-400 test Syllabus | QQ0-400 test 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 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.

Each test 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 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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Turning disaster into chance lies at the heart of the dominion’s strategy for post-covid economic restoration outlined with the aid of everlasting Secretary of State on the Ministry of economy and Finance Vongsey Vissoth (R). Ministry of economic climate and Finance

A senior legitimate at the Ministry of economic climate and Finance talked about the govt’s riding ideas to restore the financial system put up-COVID-19 from 2021-2023 may be strategic procedures towards survival, reform and resilience.

throughout a meeting with the Asian construction financial institution, World financial institution, foreign monetary Fund and the United countries development Programme (UNDP) ultimate week, permanent Secretary of State at the Ministry of economic climate and Finance Vongsey Vissoth talked about whereas the pandemic has now not yet ended, indications of recovery within the world economy were evident over the ultimate few months.

He did add, although, that the new traces of the virus and the following spike in fear has contributed to endured uncertainty in the world financial system. although COVID-19 vaccines will aid within the world combat in opposition t the virus, questions continue to be on their efficacy, exceptional and security.

Vissoth cited that Cambodia, along with other international locations on this planet, has been suffering from the poor influences of international geopolitics, exchange wars and technology. He added that a majority of countries, specifically these in the constructing world, have used a lot of coverage instruments, either fiscal or monetary, and are increasing cash supplies by printing further currency. These devices are although, approaching exhaustion.

Vissoth noted that in this context, countries working out of policy instruments should be unable to respond to the crisis if the pandemic spreads further. He delivered the upward push in individuals suffering from “virus-fatigue” may cause an increase in excessive-risk behaviour that could unfold the virus extra and faster.

“As a part of the realm, they can't steer clear of this ailment. although, the top of the Cambodian govt has the ability to manipulate the pandemic condition smartly within the Kingdom [as goes its] economic well-being and public fitness,” noted Vissoth.

He added that from now through 2023, the government will prioritise innovations concentrated on economic survival, reform and resilience. He added that the survival method is designed to raise economic restoration and enable a persisted fight with the virus. moreover, executive options could be fashioned to stabilise peoples’ livelihoods, businesses and investment, chiefly in vulnerable sectors in addition to new sectors that have the capabilities to create extra employment and assist home consumption. attention will even be paid to the skills deserve to react to rising prices amongst those affected by the pandemic.

Vissoth noted the govt will enact reform with the intention to diversify the quite a lot of economic sectors as well as to promote competitiveness. There can be a spotlight on improving the enterprise and investment environment, business and funding facilitation and accelerating digital development within the financial equipment. “here's a time to turn crisis into opportunity,” he delivered. He also referred to that constructing sustainable resilience may be significant as the govt looks to make stronger institutional skill, boost human materials, beef up the social insurance policy and fitness gadget and boost country wide price range space to be certain resilience in the monetary sector.

Macro outlook of Cambodia’s GDP boom from 2020 to 2022. provided

Nick Beresford, UNDP resident consultant, noted the executive’s recovery plan makes a speciality of survival and revival but is also about strengthening the foundations for growth and resilience. The UN’s personal Socioeconomic Response Framework took proposal from discussions with the executive, using that to align UNDP interventions with government priorities. He sees measures being led by the government as helping inclined households, aiding recuperation of essentially the most affected companies, stimulating financial endeavor and cutting back unemployment with other nice spillover results. along side measures to increase competitiveness, financial diversification and public funding, they might make a contribution to constructing again more desirable.

Beresford brought that whereas immediate measures should still focus on essentially the most susceptible and affected sectors, notably the tourism and garment industries, guidelines to incentivise funding in better price-brought actions, for instance, in digital trade and assembly industries, will be strategic within the medium term.

He added final yr the UNDP modelled feasible consequences of COVID-19 on the dominion’s economy and that, with no interventions, its static regularly occurring equilibrium (CGE) model anticipated a reduce in gross domestic product (GDP) of 4.1 % and increases of 4.8 % in unemployment and 17.6 p.c in the poverty fee. The mannequin additionally considered a situation with generous stimulus for social coverage the place the affect on GDP became decreased to a decline of 3.three % and unemployment and poverty charges would be restrained to 4.4 % and 14.2 percent drops respectively.

Beresford noted it has followed the stimulus programs of 2020 had a strong focus on social insurance policy and a positive impact on the economic system. for this reason, the UNDP will revise its projections for 2020 and generate eventualities for 2021.

In principle, the UNDP is anticipating a decreased impact on the economic system, unemployment and poverty than became at the start estimated for 2020, specifically across the three.three p.c drop in GDP. In 2021, it now expects fantastic financial boom and improvement in social indicators.

In prevalent, Beresford cited that he could say there is cautious optimism for 2021 because these expectations rely upon how the pandemic evolves within the relaxation of the world and its impact on Cambodia’s main alternate companions, the rollout of vaccines and fiscal market steadiness, amongst different elements.

He introduced the executive’s efforts in controlling the spread of COVID-19 and neighborhood transmission has been miraculous and remains vital, however the threats of future outbreaks are nonetheless present. The government’s a success and speedy roll out of a cash switch programme to the bad and prone in Cambodian by the use of the IDPoor equipment become a first for the country and has been a massive achievement in assisting to deliver protection to the most inclined from sliding again into poverty and in stimulating the economy right through the pandemic.

To build on these successes, the UNDP is piloting a graduation-based mostly social protection programme with the Ministry of economic climate and Finance to more desirable guide the executive in its recovery efforts and to be sure resilience. Strengthening human aid construction and investing in green growth is also viewed as providing a sooner and more resilient restoration pathway.

Beresford mentioned the pandemic has disproportionately affected girls and ladies in Cambodia with the garment and tourism sectors, ones dominated in employment by way of women, having been hit the toughest. education loss can also prove the largest COVID-19 influence he noted, but its outcomes will no longer come into sight until later in the future. The UNDP has modelled the affect on education, revealing that extended college closures led to with the aid of COVID-19 may cause a three.ninety three % decline in Cambodia’s Human building Index (HDI). this is similar to dropping four years in HDI growth.

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