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HDI QQ0-400 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Communication Skills | - Verbal and written communication - Active listening and empathy |
| Topic 2: Incident and Ticket Management | - Ticket lifecycle and documentation - Prioritization and escalation |
| Topic 3: Customer Service Fundamentals | - Customer expectations and service standards - Service mindset and professionalism |
| Topic 4: Problem Solving and Troubleshooting | - Basic troubleshooting techniques - Root cause identification |
| Topic 5: Service Quality and Continuous Improvement | - Customer satisfaction measurement - Process improvement awareness |
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