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HP HP0-022 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Communication Skills- Active listening
  • 1. Identify customer needs
  • 2. Clarify and confirm information
- Professional communication
  • 1. Verbal communication techniques
  • 2. Written communication etiquette
Topic 2: Professional Behavior- Team collaboration
  • 1. Knowledge sharing
  • 2. Working with internal support teams
- Work ethics
  • 1. Responsibility and accountability
  • 2. Time management
Topic 3: Problem Solving Skills- Resolution methods
  • 1. Verify and document solutions
  • 2. Apply structured troubleshooting
- Issue analysis
  • 1. Gather relevant technical information
  • 2. Identify root causes
Topic 4: Customer Service Process- Customer satisfaction
  • 1. Managing customer expectations
  • 2. Handling complaints and escalations
- Service lifecycle
  • 1. Follow-up and case closure
  • 2. Case opening and information gathering

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