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Exam Code: QQ0-400 Practice exam 2022 by team
QQ0-400 HDI Qualified Customer Support Specialist

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 %

HDI Qualified Customer Support Specialist
HDI Specialist download
Killexams : HDI Specialist obtain - BingNews Search results Killexams : HDI Specialist obtain - BingNews Killexams : obtain the FOX News App Today!

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Mon, 31 Oct 2016 20:37:00 -0500 Fox News en text/html
Killexams : HDI streamlines specialty lines single risk underwriting

HDI Global Specialty UK has introduced a new structure in underwriting with six divisions or ‘pillars’ within its single risk business.

A restructure in May brought HDI Global and HDI Global Specialty’s UK and Ireland branches under a common leadership structure for the first time.

As part of the development Rafael Rebitzky was appointed as managing director of HDI Global Specialty UK, after being underwriting director for specialty lines.

In the latest move, Adam Curran takes up the position as director of specialty lines and in turn reports to Rebitzky who is also chief underwriting officer of HDI Global Specialty UK.


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Wed, 05 Oct 2022 21:57:00 -0500 en text/html
Killexams : HDI’s Service Management World 2022 Announces Inspiring Keynote Presentations Targeted to Service Management Leaders

Event Takes Place November 12-16, 2022 in Orlando, FL

SAN FRANCISCO–(BUSINESS WIRE)–HDI, the leading organization dedicated to elevating service and support across the enterprise, announces the keynote presentations for the 2022 Service Management World conference program. The event takes place November 12-16, 2022 at the Omni Orlando Resort at Championsgate in Orlando, FL. Register here.

“Service Management World focuses on the challenges and opportunities facing service management leaders today,” said Tara Gibb, Senior Director, HDI. “Our keynote presentations will inspire attendees to think about their work and support their teams in innovative ways and will allow them to leave the conference with insights that can be directly implemented into their organizations.”

Service Management World keynote presentations:

  • Stephen Shapiro, Innovation Evangelist and Author will present “Build a Better Box: Innovating to Differentiate and Stay Ahead of the Competition.” Shapiro will discuss how to cultivate innovation by showing leaders and their teams how to approach, tackle and solve their business challenges. Attendees will discover how to reframe challenges, harness the insights of certified and generalists and find creative solutions throughout an organization.
  • Jessica Kriegel, Workplace Culture Expert will present “The Culture Equation: Power Your Strategy and Accelerate Performance.” Kriegel guides organizations on how to create intentional cultures that accelerate performance. Attendees will leave the keynote with a new perspective on managing and championing cultural transformation and steps for cultivating an intentional culture that empowers a business strategy and accelerates performance.

In addition, Service Management World will offer a keynote panel on “The ‘How’ of Enterprise Service Management.” For many organizations, Enterprise Service Management becomes an attempt to replicate IT Service Management (ITSM) outside the walls of IT, but it may be more valuable to think in terms of the functions and challenges faced by business units, separate from the IT component. Only when that is understood, can leaders understand and evolve those functions through a service management lens. Panelists Marie DiRuzza, Director, Campus Technology & Media Services, Mount Holyoke College, Erika Flora, President/CEO, Beyond20 and Valence Howden, Principal Research Director, Infotech Research Group will discuss how Enterprise Service Management will help teams create maximum value.

Additional highlights of Service Management World:

  • The conference program will offer dozens of sessions from proven industry experts in the following tracks: Modernizing Service Management, Optimizing Culture and Leadership, Connecting the Dots: Frameworks and Methodologies and Driving Strategic Decision-Making. View the complete program here.
  • Pre-event training offers two- to three-days of intensive courses (some offering certification) and are administered by thought leaders with practical, pragmatic experience with key industry methodologies and frameworks.
  • Case studies from leading companies such as Marriott, T-Mobile, Duke University, Giant Eagle, Norton Healthcare, Union Home Mortgage and more. Attendees will get a unique look into the key successes and lessons learned when implementing a successful service management strategy.
  • The expo hall will feature 30+ sponsors showcasing the latest industry solutions. Select exhibitors include: GoTo Technologies, Halo ITSM, Freshworks, ManageEngine and ServiceNow.
  • Unlimited networking opportunities.

To register for Service Management World, click here.

For sponsorship opportunities, contact Ayrien Machiran at

Media interested in a media pass, click here.

Click here for more information on Service Management World or stay up to date on Facebook, Twitter or LinkedIn.

About HDI

For more than thirty years, HDI has partnered with thousands of professionals and their organizations to Strengthen their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at HDI is brought to you by Informa Tech.

About Informa Tech

Informa Tech is a market leading provider of integrated research, media, training and events to the global Technology community. We’re an international business of more than 600 colleagues, operating in more than 20 markets. Our aim is to inspire the Technology community to design, build and run a better digital world through research, media, training and event brands that inform, educate and connect. Over 7,000 professionals subscribe to our research, with 225,000 delegates attending our events and over 18,000 students participating in our training programs each year, and nearly 4 million people visiting our digital communities each month. Learn more about Informa Tech.


Meryl Franzman

HDI’s Service Management World

Wed, 21 Sep 2022 04:02:00 -0500 it-IT text/html
Killexams : Human Development Index: Pakistan falls

The UNDP Global Human Development Report for 2021-22 was released on the 8th of September. In the Human Development Index (HDI) ranking of 189 countries, Pakistan has slipped badly. It has fallen from the 154th position in 2020 to the 161st position in 2021.

In 2020 it was grouped in countries with a medium level of human development. Now it has been placed in countries with a low level of human development. This is bound to adversely affect perceptions of Pakistan, including these of international investors.

The rankings in the HDI of South Asian Countries are given in Table 1.

                                    Table 1
                     HDI Ranking of South Asian Countries,
                                 2020 and 2021
Countries         2020         2021
                 Ranking     HDI Value    Level*   Ranking     HDI Value   Level
Sri Lanka          72          0.780        H        73          0.783         H
India              131         0.642        M        132         0.633         M
Bangladesh         133         0.655        M        129         0.661         M
Nepal              142         0.604        M        143         0.602         M
Pakistan           154         0.543        M        161         0.544         L
Source: UNDP, Global HDR, 2021-22 H=High, M=Medium, L=Low

Table 1 is very revealing in nature. Pakistan has the lowest HDI ranking among South Asian countries, even below Bangladesh and Nepal, two countries in the category of least developed countries.

The difference in the HDI values from 2020 to 2021 reflects especially the impact of COVID-19. It is at least reassuring to note that Pakistan has not seen decline in HDI. India has seen the biggest decline in its HDI of almost 2 percent followed by Nepal. Bangladesh has managed the biggest improvement in the HDI of 1 percent. Sri Lanka and Pakistan have experienced marginal increases in the HDI.

A long-term comparison can be made of the evolution of the HDI at the country level from 1990 to 2021. This is done in Table 2.

                        Table 2
                 HDI in 1990 and 2021
               1990       2021    Cumulative Growth
Sri Lanka      0.629      0.782                24.3
India          0.429      0.633                47.6
Pakistan       0.402      0.544                35.3
Bangladesh     0.394      0.661                67.8
Nepal          0.387      0.602                50.0
Source: UNDP, Global HDR, 2021-22

According to Table 2, Pakistan had a higher HDI than Bangladesh and Nepal in 1990. However, these countries are now ahead of Pakistan because of the faster cumulative growth in their HDI from 1990 to 2021.

The spectacular success of Bangladesh in improving the level of human development of its people must be recognized. Among the five South Asian countries it has achieved the fastest cumulative growth in HDI of 68 percent between 1990 and 2021 and now has a HDI even higher than India’s.

What explains the lower level of HDI of Pakistan? The HDI has three equal components, namely, per capita income, health and education. Health is measured by the life expectancy and education by mean years of schooling of the adult population.

The magnitude of these three variables in 2021 in each South Asian country is given in Table 3.

                                   Table 3
                   Magnitude of Human Development Indicators - 2021
               Per Capita Income     Life Expectancy        Mean Years of
                 2017 (PPP $)            (Years)        Schooling (Years)
Sri Lanka         12,578                   78.5                      10.8
India              6,590                   67.2                       6.7
Bangladesh         5,472                   72.4                       7.4
Nepal              3,877                   68.4                       5.1
Pakistan           4,624                   66.1                       4.5
Source: UNDP, Global HDR, 2021-22

Table 3 indicates that among the five South Asian countries, Pakistan has the lowest magnitude in life expectancy and mean years of education. The gap is very large in the latter case. With regard to per capita income, Pakistan has a higher magnitude than one other country, Nepal.

The fact that Pakistan has fallen behind even Nepal and Bangladesh is a source of great sadness. We were ahead of these countries three decades ago. We have faltered since then because of the underinvestment in our people.

Expenditures on health and education have been relatively low. In fact, Pakistan is the only country in the region where the expenditure on defence is higher than the combined expenditure on health and education.

The tragedy is that Pakistan is in the grips of a financial crisis. Sri Lanka has already defaulted on its external payment obligations. In years to come, India, Bangladesh and Nepal are likely to continue showing a better performance in raising the HDI.

Copyright Business Recorder, 2022

Mon, 19 Sep 2022 12:54:00 -0500 en text/html
Killexams : Grand Ronde tribal specialist to present on cultural artifacts Milwaukie Councilor Adam Khosroabadi to join cultural and educational event at library.

PMG PHOTO: JAELEN OGADHOH - In September 2021, leaders from the Confederated Tribes of Grand Ronde conduct a ceremonial performance with drumming and singing to kick off demolition of the 23-acre Willamette Falls property owned by the tribe. You are invited to join the live audience at 6 p.m. on Wednesday, Oct. 5, inside the Ledding Library, 10722 S.E. Main St., Milwaukie, to hear Chris Rempel, a cultural education specialist for the Confederated Tribes of Grand Ronde, supply a traditional presentation and a question-and-answer period with the audience. He will bring special material to provide demonstrations on historical and Native cultural items. PMG PHOTO: RAYMOND RENDLEMAN - Tribal artist Brian Krehbiel kicked off painting his 75-by-19-foot mural with a ceremonial chant outside White Rabbit Books in Oregon City.

Milwaukie Councilor Adam Khosroabadi will also supply a special address. Willamette Falls Studios will tape the event for YouTube and Comcast channel 30.

To watch on Zoom, visit on the day of the event. For more details, visit the Milwaukie History Museum on Facebook.COURTESY MAP: SARA THOMPSON - The Confederated Tribes of the Grand Ronde historically lived across much of Western Oregon.

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Thu, 22 Sep 2022 07:08:00 -0500 en-us text/html
Killexams : India’s low HDI rank reflects poverty, inequality

The United Nations HDI Report must warn the policy makers in India of growing inequality and stress among people

Arank loss on the UN Human Development Index is a grave indicator of India’s overall social and economic performance that invites investment and global participation. India slipped to 132 from 131 last year, which was 130 in 2015.

The UN Human Development Report (HDR) noted slippage on quality of life, attainments to basic schooling, healthcare, job losses, penury, and overall lack of opportunities during the Covid-19 pandemic in many countries.

India needs course corrections for holistic happiness and not mere cosmetic achievements. The growth as per HDI is not merely the GDP but beyond it. It was created to emphasise that people and their capabilities should be the ultimate criteria for assessing the development of a country, not the economic growth alone.

It is a complex composite index that reveals more than the GDP, a gauge of incomes or output. The HDI is computed on the basis of three parameters – life expectancy, mean years of schooling and average per capita national gross incomes. The per capita income of an Indian has fallen from Rs 94,270 in 2019 to Rs 85,110 in 2021 and per capita GDP as per World Bank at is $1961.42, 16 per cent of world average.

India’s HDI values of 0.633, down from 0.642 in 2020, correlating to a “medium human development category country” denote miserable conditions, including falling life expectancy from 69.7 to 67.2. It is behind Bangladesh (129th), Bhutan (127th), Sri Lanka (73rd) and China (79th). Switzerland with 0.962 got the top global ranking, meaning less than the best UN parameters.

Income inequalities amplify failings on other HDI indices of human development. While most reports suggest inequality has increased in India because of a rise in poverty and shrinkage of the middle class, the report by National Bureau of Economic Research shows a decline in inequality. This is because Indians in higher percentiles of the income distribution saw larger relative income declines during the pandemic. However, it fails to reflect the deprivations of poor households.

An Oxfam report, considered biased by the official agencies, says inequality has been rising sharply in the last three decades. For these three decades, since the 1990 neo-liberalism, rhetoric of open and free markets, less government and less regulation, more private players and entrepreneurs, has been concomitant with the slow death of key public institutions.

The HDR appreciates India’s support to the vulnerable sections, South-South cooperation, International Solar Alliance and Coalition for Deisaster-Resilient Infrastructure and net zero carbon emission targets. The State of Inequality in India Report released by Bibek Debroy, Chairman, Economic Advisory Council to the Prime Minister (EAC-PM) in May, 2022, that inequities across sectors of health, education, household characteristics and the labour market make the population more vulnerable and triggers a descent into multidimensional poverty.

The World Inequality Report 2022 says the world’s most extreme inequality has been observed in India. It notes India is a “poor country and very unequal, with an affluent elite”. The WIR says the top 10 per cent of the country’s population account for 57 per cent of the national income, of which 22 per cent is held by the top 1 per cent. While a small section of India’s populace enjoys 5-star privileges, for the bottom 50 per cent sustainability of life is still a challenge. This is due to a variety of factors, including but not limited to, loss of job opportunities, an erratic unorganised sector, and rising poverty and inflation. The bottom 50 per cent are earning Rs 53160 and the top ten percent Rs 1166520, 20 times more.

The Gini (inequality in income distribution) coefficient points to an increasing inequality in India. The coefficient in 2014 was 34.4 per cent (100 per cent indicates full inequality and 0 per cent full equality). The coefficient increased to 47.9 per cent in 2018. India is said to be next to Russia in the world in terms of inequality.

The report also suggests that stress, sadness, anger, and worry have been increasing over the last decade, now reaching record levels. The HDR cautions that “uncertainty, inequality and insecurity go hand in hand with polarization and lack of trust”. It finds political volatility becoming reality.

Developing countries are entering a divergent social, political and economic period with sharp downside risks for the most vulnerable and regression in gender equality. India’s per capita gross domestic product (GDP) increased five times between $443 in 2000 and $2014 in 2019. This doesn’t mean a uniform rise in income. The top one per cent in India earned 21 per cent of total country’s income in 2019. This was 11 per cent in 1990.

(The author is a policy analyst)

Fri, 16 Sep 2022 12:00:00 -0500 en text/html
Killexams : Say Yes Cleveland support specialist funding in jeopardy in 2023

CLEVELAND, Ohio – A central pillar of Cuyahoga County’s Say Yes to Education program – which sends underprivileged students to college for free – is in jeopardy after an unexpected shortfall in funding.

Say Yes Cleveland, which was established in 2019, grants Cleveland Metropolitan School District graduates full scholarships to all public colleges, universities and Pell-eligible job-training programs in the state and more than 100 private institutions nationwide. Those scholarships are paid for by private sources in a separate fund and are not in danger.

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Tue, 11 Oct 2022 14:08:00 -0500 en text/html
Killexams : Hamilton asks Ontario for 1 more year to clean up Chedoke Creek spill amid Haudenosaunee dispute

The City of Hamilton is asking the Ontario government to extend the deadline to clean up the sewage in Chedoke Creek by a year — to Dec. 31, 2023 — because of demonstrations from representatives of the Haudenosaunee Development Institute (HDI).

It's also asking the Ministry of the Environment, Conservation and Parks to issue an order to HDI to prevent the group from causing any further disruptions as it tries to meet ministry orders to clean up the 24-billion-litre sewage spill, a leak that took place over four years.

Nick Winters, director of Hamilton Water, said a year-long delay is needed because the city would have to potentially renew permits and can't perform work in the water between mid-March and mid-July, among other considerations.

The city was set to start dredging Chedoke Creek in late August, but contractors paused the $6-million project when HDI representatives arrived on site.

HDI representatives say they're exercising treaty rights and its lawyer, Aaron Detlor, said he had no intention of stopping the work, but wanted to monitor it.

HDI says it hasn't had meaningful consultation with the city about the dredging and the city should get its consent before doing the work, as Haudenosaunee treaty lands cover a large portion of Ontario.

Lawyer Aaron Detlor of the Haudenosaunee Development Institute (HDI) says the City of Hamilton needs to consult Haudenosaunee leaders about how to care for Chedoke Creek, and the city needs HDI's consent. (Bobby Hristova/CBC)

In a exact email from Detlor to the city, HDI said it would cost Hamilton $350,000 to undergo that consultation and have environmental monitors at the site.

In a news conference Tuesday, Carlyle Khan, general manager of the public works department, said the city is willing to work with HDI to establish environmental monitors, but won't seek consent to complete a ministry-ordered cleanup.

Khan said the city hasn't had issues when communicating with Mississaugas of the Credit, Six Nations of the Grand River and the Huron-Wendat Nation.

Winters said there have been 40 reported instances of disruptions at the dredging site.

Some of those instances include demonstrators launching watercraft into the dredging area, and someone breaking into a dredging machine and stealing equipment.

Winters said the cost for a timeline extension isn't clear. 

As for the environmental impacts, he said the material the city is trying to remove has high concentrations of nitrogen and phosphorus, which could leach into the water and create more algae blooms.

In an email to CBC Hamilton, ministry spokesperson Gary Wheeler said: "The ministry is aware of the unexpected delays and will be having discussions with the city about their request to extend the deadline." 

HDI spokesperson Brian Hendry said the institute welcomes the city's deadline extension, saying it would allow for "ample time to properly engage and obtain consent from the Haudenosaunee as they should have undertaken prior to the issuance of the first order of December 2020."

"Our No. 1 priority is to preserve our lands and waters to a complete pre-spill condition so that future generations can realize the benefits of the natural environment to the fullest."

Wed, 12 Oct 2022 05:14:00 -0500 en text/html
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