CIW 1D0-61A Exam - Topic 7 Question 101 Discussion

Actual exam question for CIW's 1D0-61A exam

Question #: 101
Topic #: 7

You received a text and a threatening voicemail from an angry customer who wants to immediately discuss the shortcomings of a recently released product. You are about to walk into a mandatory meeting with your top-level leadership team. Which of the following is your best course of action?

AContinue to send text messages to the customer hoping to smooth things over until you can call him on the phone after your meeting.

BRequest that the customer send his complaints by e-mail, knowing that any inappropriate communication will be well documented.

CDo not respond to the customer.

DSkip the meeting and call the customer.

Show Suggested Answer

Suggested Answer: B

by Iola at Aug 16, 2025, 09:42 PM

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Francine

3 months ago

I’d go with D, the customer needs to be heard ASAP.

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Graciela

3 months ago

Wait, why would you ignore the customer? Seems risky.

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Gail

4 months ago

Totally agree, option B is smart.

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Fredric

4 months ago

Surprised that skipping the meeting is even an option!

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Dalene

5 months ago

I think option B is the best choice. Document everything!

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Lenna

5 months ago

I recall a similar question where ignoring the customer led to worse outcomes, so I’m leaning towards not choosing C.

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Jennifer

5 months ago

I think option A could backfire; sending more texts might just escalate the situation instead of calming it down.

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Sylvie

5 months ago

I’m not sure if skipping the meeting is a good idea, but I feel like addressing the customer immediately could prevent further issues.

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France

5 months ago

I remember we discussed the importance of documenting customer complaints, so option B might be the safest choice.

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Jerry

6 months ago

This is a tough spot, but I think option B is the way to go. You need to get that customer's complaints documented, and you can't afford to miss that meeting. Gotta handle this the right way.

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Edwin

6 months ago

Definitely don't try to smooth things over with more texts - that could just make it worse. And skipping the meeting is a big no-no. I'd go with option B, get that paper trail started.

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Han

6 months ago

Ugh, what a nightmare. I'd be tempted to just ignore the customer for now and focus on the meeting. But I guess that's not the right call here. Probably better to get the email trail going.

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Krystal

6 months ago

Hmm, this is a tricky one. I think the best approach would be to request the customer send their complaints by email - that way it's all documented and you can address it properly after the meeting.

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