HD0-400 certification - HDI Qualified Customer Support Specialist Updated: 2023
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Exam Code: HD0-400 HDI Qualified Customer Support Specialist certification November 2023 by Killexams.com team|
HD0-400 HDI Qualified Customer Support Specialist
EXAM CODE: HD0-400
EXAM NAME: 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.
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
Effective Word Choices
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
Managing Customer Behaviors
|HDI Qualified Customer Support Specialist|
HDI Specialist certification
Other HDI examsHD0-200 HDI Qualified Help Desk Senior Analyst
HD0-400 HDI Qualified Customer Support Specialist
QQ0-401 SDI-Service Desk Foundation Qualification
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HDI Qualified Customer Support Specialist
How can being empathetic to the customer benefit the Support Centre?
A. Being empathetic allows you to express your feelings.
B. Being empathetic creates a rapport with the customer.
C. Being empathetic increases first contact resolution.
D. Being empathetic permits the customer to vent.
What is a best practice for helping Troytec.com who feels inconvenienced?
A. Allocate the blame appropriately.
B. Apologise for any poor service the customer received.
C. Escalate the call to your supervisor.
D. Pass the call to a technical specialist.
What is the most important role of support centre services?
A. Support centre services provides technical solutions to all calls.
B. Support centre services serves as the customer single point of contact.
C. Support centre services educates customers about application software.
D. Support centre services provides the customer with a department to blame.
What is the most important reason for logging all incidents?
A. Logging all incidents allows you to fill all the fields in the incident management
B. Logging all incidents creates a personal database.
C. Logging all incidents creates an audit trail.
D. Logging all incidents helps you prove that you were right.
What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
What is the best reason for reporting all security compromises?
A. Reporting security compromises aids in apprehending and prosecuting offenders.
B. Reporting security compromises demonstrates that the security policy is working.
C. Reporting security compromises facilitates the monitoring of security policies.
D. Reporting security compromises helps prevent similar breaches in the future.
Which statement best describes unsuccessful teams?
A. Unsuccessful teams are proactive.
B. Unsuccessful teams contain unmotivated team members.
C. Unsuccessful teams have sufficient time to perform tasks.
D. Unsuccessful teams set clear goals.
What type of question will best encourage Troytec.com to talk more about their incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
What should you do if you are helping Troytec.com who has difficulties in
communicating because of language differences?
A. Let the team know about this problem call.
B. Ask the customer to write their question down.
C. Tell the customer to call back later.
D. Transfer the call to a supervisor.
What is a best practice for acknowledging Troytec.com feelings?
A. Agree with the customer comments about the Support Centre.
B. Include the customer in the resolution process.
C. Reprimand the customer for their tone of voice.
D. Tell the customer that they have a serious incident.
Which of the following techniques is the best one for reducing and eliminating conflict
during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
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Dyslexia Specialist (Wilson reading System® Certification)
Drexel University School of Education
Drexel University School of Education's Graduate Dyslexia Specialist certification program prepares teachers and tutors to educate students who are reading below grade level or have been diagnosed with a language or reading disability.
What Can Drexel's Graduate Dyslexia Specialist Certification Do For You?
The graduate certificate in Dyslexia Specialist certification provides the courses and training hours needed for Wilson reading System® (WRS) Level I certification. Students who complete this certificate would become eligible to be a certified (WRS) Level I instructor by the Wilson Language Training® Corporation.
How Long Does It Take to Earn a Certificate as a Dyslexia Specialist?
Course descriptions may be found in the Drexel University Course Catalog.
The certificate is offered as a stand-alone professional development certificate, as a concentration in the MS in Special Education program, or as a customized concentration in the MS in Teaching Learning and Curriculum: Advanced Studies Track.
What are the Requirements to Earn a Certificate as a Dyslexia Specialist?
Who is Eligible to Earn Dyslexia Specialist Certification?
How Do I Apply to Earn Dyslexia Specialist Certification?
The Graduate Dyslexia Specialist certification program is taught 100% online but will require three term lab-practicum working one-on-one with a student who meets the eligibility requirements and submission of all required clearances. Students can get started by filling out the Drexel Online application.
For more information about this program, contact:
Dr. Lori Severino
Taking an exam is the final step to earning an ISA certification. Upon paying the exam fee, the application process is complete, and you have acknowledged that you meet the requirements listed below in numbers 1–3.
Certification Exams Available
All ISA certification exams are closed book and have multiple choice questions. The CCST Specialist—Level 2 certification exam is three hours long and all other certification exams are four hours long. See the information below for the number of questions in each exam.
Submit payment to apply for the chosen certification when you can confirm that you meet the certification requirements to sit for the exam and can test within the deadline of the exam window of your choosing. You will be notified by email with the next steps to schedule your exam.
Apply for CCST Certification for Free
Register for one of the CCST review courses and apply for certification for no additional fee. The following courses qualify: Level I Review Course (TS00), Level II Review Course (TS02) or Level III Review Course (TS03). You will automatically receive an exam invitation once you start the course. By paying for the review course, you are confirming that you are aware of, have met and can document the requirements for the certification level for which you are applying.
ISA accepts payment for exam fees by check, certified check, money order, PayPal payment, wire transfer in US Dollars, or credit card. Make checks payable to ISA. For wire transfer account information, please contact ISA Customer Service. The following credit cards are accepted: AMEX, Discover card, Master Card, and VISA. Purchase orders are not accepted.
Fees are nonrefundable. It is your responsibility as the applicant to thoroughly review the requirements of the certification for which you are applying. No refunds will be made for applicants who do not appear for testing on the appropriate exam date. There are no group discounts for certification application fees.
After you pay your exam fee to complete the application process, you will receive an exam invitation (Notice to Schedule Exam) email from firstname.lastname@example.org 15 days before the beginning of your assigned exam window with steps to schedule the exam. Follow the instructions in the email to schedule your exam—online or at a test center—through the online exam scheduling system. You can get more information about your exam window deadline by accessing the “My Credentials” tab in your ISA account.
If you have not received your exam invitation within that time frame, please check your spam or junk folder for an email from email@example.com, as some server firewalls may block the receipt of the email. If you still are unable to find your exam invitation, please email firstname.lastname@example.org for assistance.
See further related details on the Exam Procedures page.
If you are applying for CAP or CCST certification, you have a twelve-month exam window. You may take the exam at a Test Center or online during one of three exam windows (see chart below). Each exam window will have a deadline for applications to be submitted. Eligible candidates will only be able to take the exam during the following exam windows.
After passing the CAP or CCST certification exam, you will earn a digital badge. To access, manage, and/or share your secure digital badge, use your email address and password to enter your BadgeCert portfolio. If it is the first time accessing your portfolio, click “Request new password?” on their login page to create your password. More information about using your digital badge can be found here.
Grievances Appeal Process
If you feel you were wrongly denied certification, either original or renewal, from the CAP or CCST programs, then you have the right to appeal. Review the Grievances Appeal Process.
Special Test Accommodations
Candidates who request special test accommodations under the Americans with Disabilities Act (or a similar international standard) must submit their test scheduling requests at least 30 days prior to their preferred test dates. Note that some special test accommodations may not be available for online testing.
If you have a request, email email@example.com.
Contact Meazure Learning
You can contact Meazure Learning by phone at +1 919-572-6880 or email firstname.lastname@example.org.
Meazure Learning's business hours are Monday through Friday from 8:30 a.m. to 5:30 p.m. and Saturday from 8:30 a.m. to 4:00 p.m. Eastern Time, excluding holidays. Voice mail will accept candidate inquiries outside of these business hours.
Note: Meazure Learning, Scantron, and ProctorU are all one-and-the-same organization.
Important update: Scantron is changing to Meazure Learning. The names Scantron, Examity, and ProctorU may be continue to be used in communications from Meazure Learning during the transition period.
Certification now follows a rolling model for applications and approvals. If you have questions after reviewing this website, please contact email@example.com or 202-833-8773.
The period of certification lasts for 5 years, retroactive to the first day of the month the application was approved and expiring on the final day of the same month 5 years hence. ESA staff will communicate with you about your status beginning at least 60 days prior to expiration, and will additionally remind you to submit your CEU data on a regular basis.
If you currently hold a certification from pre-2021 and will expire the next June from now, you should recertify in the spring of the year your certification expires; if your certification expired in the previous June, you may still recertify or upgrade.
We allow 2 years’ grace periods to recertify or upgrade, but you will be required to pay a penalty fee if your certification has lapsed beyond that grace period. All recertifications at all levels (except Emeritus) cost $25 for ESA Members and $50 for non-members.
Starting in 2022, the penalty fee is the cost of recertification for each year of lapse, with the first 2 years waived if you recertify within 2 years. In other words:
0 yr lapsed: $25 for recertify
1 yr lapsed: $25 for recertify (1 yr of back recertification fees waived)
2 yr lapsed: $25 for recertify (2 yr of back recertification fees waived)
3 yr lapsed: $75 for recertify
4 yr lapsed: $100 for recertify
Minimum Education Requirements to Apply
Candidates for certification must have completed at least a bachelor’s degree or a higher degree in ecology or a related science. Completed undergraduate or graduate coursework must include the following, totaling 42 semester credit hours. Full requirements include areas of coursework and should include some core topics.
Eligibility per Level
Please use this table for a general overview of requirements; specifics for each category follow below. Following approval of the minimum CEU type requirements by the Board of Professional Certification, this table will list requirements to upgrade as well.
Certified Ecologist and Senior Ecologist certification holders who hold that status for at least 10 consecutive years and are no longer working full-time may upgrade to each level’s respective Emeritus/ta designation. Contact firstname.lastname@example.org to learn more.
Please note that beginning 2021, all newly certified ecologists are required to complete 44 continuing education units over 5 years to be eligible for recertification or upgrade. Currently certified ecologists will be permitted to recertify or upgrade per their original requirements up to 2025; beginning with 2026, all recertifications and upgrades will require having met the CEU requirements. The ESA Board of Professional Certification approved this framework in January 2021.
Certified ecologists should report their CEU as they are earned, or at least on an annual basis. You can see how to do so here.
Interpretive leeway will be given to participants to identify suitable professional development opportunities per the requirements. ESA is partnering with other scientific organizations and training bodies to recommend opportunities for CEU in addition to the content that ESA provides — see the directory. Participants are encouraged to share ideas with staff as well.
Ethics and Professional Conduct
All ecologists certified by ESA shall conduct their activities in accordance with the ESA Code of Ethics and with the highest standards of professional conduct and personal honor.
Here are additional details about the requirements for each certification level.
This category is for graduating students who have met the education requirements for ESA certification but do not have the required professional experience for the current certification categories. The basic requirement is:
A holder of the Ecologist in Training designation is encouraged to use the full term, “Ecologist in Training,” on business cards or in official signatures, but may use the initialism “EiT” if space limits require.
This category is for ecologists in the early stages of their career. Course requirements may be met with post-baccalaureate courses from an accredited college or university, but professional experience may not be counted until all coursework requirements for certification are met. The basic requirements are:
A holder of the Association Ecologist designation is encouraged to use the full term, “Certified Associate Ecologist,” on business cards or in official signatures, but may use the initialism “CAE” if space limits require.
This category is for established professional ecologists.
A holder of the Ecologist designation is encouraged to use the full term, “Certified Ecologist,” on business cards or in official signatures, but may use the initialism “CE” if space limits require.
This category is for previously Certified Ecologists who are no longer working full-time. The requirements are:
If the Certified Ecologist Emeritus/ta desires to depict certification on any official document, they are encouraged to use the term “Certified Ecologist Emeritus/ta.” This is meant as an honorary lifetime recognition and does not imply continued professional status. The initialism “CEE” is acceptable if space limits require.
This category is for professional leaders in ecology who have established a track record of excellent contributions to the field in applied and analytical environments.
A holder of the Senior Ecologist designation is encouraged to use the full term, “Certified Senior Ecologist,” on business cards or in official signatures, but may use the initialism “CSE” if space limits require.
Recertification applications at the senior ecologist level require only a cover letter and up-to-date CV if the applicant is, at the time of application, currently certified as a Senior Ecologist by ESA and a member of the Society in good standing.
This category is for previously certified Senior Ecologists who are no longer working full-time. The requirements are:
If the Senior Ecologist Emeritus/ta desires to depict certification on any official document, they are encouraged to use the term “Senior Ecologist Emeritus/ta.” This is meant as an honorary lifetime recognition and does not imply continued professional status. The initialism “SEE” is acceptable if space limits require.
The ISA Automation Project Management (APM) Specialist certificate program was developed by leading automation project managers from around the world. By leveraging their combined experience, this program offers real-world, practical lessons that you can apply to your job today.
This program was designed to specially address the unique and complex challenges of automation and process control projects, including:
The program is well-suited for project managers who need to understand how to execute automation projects effectively. It is also ideal for automation professionals who need to gain an understanding of core project management principles.Earning the APM certificate will provide you with the Automation Project Management Specialist badge, which can be easily shared via social media with your employer and/or professional network.
There are no required prerequisites or applications for this program. To earn the APM Specialist certificate, you must successfully complete the Automation Project Management course and pass the multiple-choice exam. Choose one of the following formats:
Drexel University School of Education - Online
The Reading Specialist Certification program at Drexel University’s School of Education in Philadelphia, Pennsylvania aims to prepare graduate students to work with individuals with a range of reading abilities and needs by introducing them to multisensory approaches to reading instruction, and to a variety of diagnostic tools for planning and evaluation purposes, as well as to monitor student performance and growth. Students enrolled in the online Reading Specialist Certification program will learn effective reading strategies, and become exceptionally skilled and qualified to support students with reading needs and provide literacy leadership and coaching to teachers and schools.
How to Become a Reading Specialist
Drexel's reading Specialist Certification program is a 31-credit program that can be completed in about 15 months. In addition to completing the 8 core courses that meet PA Department of Education’s requirements for professional competencies for reading certified in training, the program also requires 5 core courses from the Wilson reading System® program, providing our students with in-depth knowledge of language structure, multisensory, and diagnostic instructional techniques for 2nd through 12 grade students and adults who need more intensive support in reading or have language-based disabilities.
For PA reading Specialist certification, students must complete the PA Praxis exam reading Specialist (Test Code #5301/0301) with passing score of 164. Graduates of the Reading Specialist Certificate program who have passed the appropriate Praxis exam and received the PA Reading Specialist add-on state certification will have the opportunity to become reading specialists, reading interventionists, literacy coaches, literacy mentors, literacy program directors, reading teachers, and literacy specialists working in a community-based literacy center.
Reading Specialist Certification Eligibility and Admission Requirements
To be admitted to the reading Specialist program, students must possess an Instructional I certificate in PA or another state. The online Reading Specialist program aims to help graduate students:
Students will graduate with a Reading Specialist Certification, as well as a WILSON® Level I certificate. The WILSON® Level I certificate will allow students:
Reading Specialist Certification Features & Program Benefits
Drexel University is one of a few select universities to offer WILSON® Level I courses as a part of the core requirements. Students will receive a Level I certificate from WILSON® in addition to a Pennsylvania Reading Specialist Certification.
How to Apply to the Reading Specialist Certification Program
The reading Specialist certification program is offered 100% online. You can get started by filling out the Drexel Online application.
The 15-credit ESL Program Specialist Certification will qualify instructionally certified educators to teach others whose first language is not English. Graduates of our flexible, online program will be prepared to teach English as a Second Language (ESL) in a variety of educational settings.
Why Study ESL at Wilkes?
There is a growing demand for educators equipped with the training and experience in teaching English as a second language. Jobs in the TESOL/ESL fields are projected to increase by 11 to 14% through 2030, creating a diverse number of opportunities in K-12 districts and other educational settings, as well as organizations abroad.
As the world becomes more linguistically diverse, students with a certification in ESL have the potential to seek out exciting careers in classrooms, or to pursue new roles in healthcare organizations, businesses, or within government organizations. The Wilkes program offers you the opportunity to learn from other educators and participate in experiences that allow for you to observe, assist, and teach ESL in public schools.
What Will You Learn as an ESL Program Specialist Student?
Thank you for your interest in Wilkes University's Graduate Education programs! To learn more about our program please complete the form. If you have questions, or wish to discuss your education goals, please contact:
LESSON 5: COMPENSATION AND BENEFITS
Understand all the things that must be considered when designing a compensation and benefits package.
LESSON 6: EMPLOYEE HEALTH AND SAFETY
Learn the ins and outs of complying with OSHA, protecting against workplace hazards, and investigating, recording, and preventing accidents and employee illnesses.
LESSON 7: THE LEGAL ENVIRONMENT
Gain knowledge of employment law as well as an understanding of equal employment opportunity, avoiding discrimination, and what happens when an employee files an EEOC claim.
LESSON 8: MAKING HR DECISIONS
Learn how to make decisions based on various company growth strategies and how to use HRIS Software as well as job analysis as a tool for decision-making.
LESSON 9: AFFIRMATIVE ACTION
Learn the full spectrum of affirmative action, how to create an affirmative action plan, and information on the AAP you will need to know.
LESSON 10: DIVERSITY
Understand what diversity is and why it is a good thing in an organization as you learn to manage it and handle conflict.
LESSON 11: EMPLOYEE RIGHTS AND DISCIPLINE
Learn the laws that protect employee rights and privacy and how to properly monitor and document behavior and discipline employees.
LESSON 12: TERMINATION
Understand the alternatives to firing as well as how to prepare for termination including proper separation agreements as well as what to do in the event of wrongful discharge.
LESSON 13: INVESTIGATIONS
Learn why it is so important to investigate problems as well as the steps of an effective investigation including preparing, conducting, and wrapping it up.
LESSON 14: MANAGING LABOR RELATIONS
Get a quick overview of the history of unions as you learn how they work and why employees join them.
LESSON 15: CREATING A HIGH-PERFORMANCE WORKPLACE
Learn how to ask employees for input and act on it, delegate authority, keep communication open, and continuously ask for feedback as you strive to develop a high-performance workplace.
LESSON 16: GLOBAL HUMAN RESOURCES
Understand the basics of staffing strategy, cultural differences, HR in other countries, choosing global employees, and issues faced by expatriates.
LESSON 17: RETENTION
Learn the top reasons employees leave a company and how you can encourage them to stay as well as the importance of succession planning.
LESSON 18: MOTIVATION, REWARDS, AND RECOGNITION
Find out fun ways to motivate workers and gain nine strategies for creating a great rewards program.
LESSON 19: PREPARING FOR THE PHR EXAM
Gain information on externships and internships as you review the basics of the PHR exam and begin to study.
Flexible Online Format
This program is conveniently conducted online with required field hours completed right where you reside. 130 field hours are embedded in the curriculum so you can apply what you learn to the classroom.
In addition to a rigorous curriculum, this program includes opportunities for practicum/clinical experiences that allow for you to apply what you’ve learned about curriculum and instruction, diversity and equity, assessment and evaluation, and learners within the literacy environment.
Build Your Professional Skills
Graduates of our program not only understand literacy and deeply explore best practices in pedagogy, but they build organization and leadership skills that make them collaborative leaders in inclusive practices, assessment, and professional development within districts.
Make the Difference
Teaching literacy is so important today because on average, 50 percent of children are at or below the basic level of literacy proficiency required for their grade area. This program was designed to accommodate the working educator, and our close-knit community of teachers, staff and students is what makes the difference.
Tuition & Aid
Tuition for graduate programs in education for the 2023-24 academic year is $554 per credit, or $1,662 per course. Deferment is available for employers who reimburse tuition and financial aid is available for those who qualify.
Careers & Outcomes
Those with master’s degrees in literacy can pursue a variety of career paths in supporting students with their reading and writing skills. Graduates often hold positions as reading certified within K-12 districts. Other career paths include working in adult education, academic publishing and assessment, or within writing centers in higher education.
Job Titles: Literacy Specialist, reading Specialist, Adult Education Instructor, Literacy Coach, Education Writer, Literacy Assessment Specialist, Literacy Curriculum Developer, Writing Center Coordinator, Educational Consultant
Pennsylvania reading Specialist Certification
Upon successful completion of the master's degree curriculum, students may apply to the Pennsylvania Department of Education for reading Specialist certification. Candidates interested in the certification must hold a valid Pennsylvania Instructional I or II teaching certificate.
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