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Exam Code: HDI-CSR
Exam Name: HDI Customer Service Representative
Number of Questions: The exam consists of exactly 65 multiple-choice questions.
Time Allotted: Candidates are given 75 minutes to complete the exam from start to finish
Passing Marks: A minimum score of 80% is required to pass the exam.

Domain 1: Professional Environment (15–20%)

- Role of the customer service representative in the support ecosystem (e.g.- as first point of contact- liaison between customer and backend teams).
- Organizational structure: Support center hierarchies- escalation paths- and interdepartmental collaboration.
- Policies and procedures: Compliance with SLAs (Service Level Agreements)- data privacy (e.g.- GDPR- HIPAA)- and ethical standards.
- Quality assurance: Metrics like average handle time (AHT)- first-contact resolution (FCR)- and customer effort score (CES).

Domain 2: Processes and Procedures (15–20%)

- Call/contact handling lifecycle: Intake- identification- prioritization- resolution- and closure.
- Documentation standards: Logging incidents in ticketing systems (e.g.- using clear- concise notes; avoiding jargon).
- Escalation and handoff protocols: When and how to escalate (e.g.- technical complexity- urgency)- including knowledge transfer.
- Multichannel support: Handling inquiries via phone- email- chat- or social media.

Domain 3: Communication (20–25%)

- Active listening techniques: Paraphrasing- probing questions- and empathy statements (e.g.- "I understand this is frustrating").
- Verbal and nonverbal cues: Tone- pace- body language (in video calls)- and cultural sensitivity.
- Written communication: Email/chat etiquette- grammar- and personalization.
- Rapport-building: Greeting scripts- personalization- and follow-up acknowledgments.

Domain 4: Customer Assessment (15–20%)

- Needs analysis: Asking open-ended questions to uncover root causes (e.g.- "What led to this issue=> ").
- Expectation management: Setting realistic timelines and aligning with customer priorities.
- Behavioral profiling: Recognizing urgency- frustration levels- and psychological needs (e.g.- Maslow's hierarchy in service contexts).
- Impact assessment: Evaluating business vs. personal impacts of issues.

Domain 5: Problem Solving (15–20%)

- Troubleshooting methodologies: Step-by-step diagnosis (e.g.- verify- isolate- replicate- resolve).
- Root cause analysis: Using tools like the "5 Whys" or fishbone diagrams for recurring issues.
- Solution implementation: Applying known fixes- workarounds- or temporary resolutions.
- Verification and prevention: Confirming resolution with the customer and suggesting preventive measures.

Domain 6: Conflict Resolution and Difficult Interactions (10–15%)

- Difficult customer behaviors: Identifying types (e.g.- angry- indecisive- abusive) and appropriate responses.
- De-escalation techniques: Apology frameworks- empathy validation- and boundary-setting.
- Negotiation skills: Balancing customer demands with company policies (e.g.- refunds- escalations).
- Post-conflict follow-up: Feedback loops and lessons learned for personal/team improvement.