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HDI HD0-400 Exam Syllabus Topics:

SectionObjectives
Topic 1: Support Processes and Tools- Service Level Agreements and KPIs
  • 1. Understanding SLAs
  • 2. Key performance indicators
Topic 2: Problem Solving & Incident Management- Troubleshooting Essentials
  • 1. Resolution processes
  • 2. Identifying customer issues
Topic 3: Customer Handling & Professional Behaviour- Managing Difficult Situations
  • 1. Conflict management
  • 2. Dealing with challenging customers
Topic 4: Customer Service Fundamentals- Role of Customer Support Specialist
  • 1. Support centre functions and objectives
  • 2. Customer service basics
Topic 5: Communication Skills- Effective Interaction Techniques
  • 1. Cross-cultural communication
  • 2. Active listening

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