CIW Exam 1D0-61A Topic 9 Question 49 Discussion

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

Question #: 49
Topic #: 9

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 Dulce at Jan 05, 2023, 11:24 AM

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Sherron

1 months ago

I bet this customer is just looking to ambush you during the meeting. Option B is the way to go - get it in writing!

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Lavonna

5 days ago

User 2: Good idea, that way we have a record of the conversation.

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Nettie

18 days ago

User 1: I think we should request the customer to send his complaints by e-mail.

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Cherelle

1 months ago

Option A? Seriously? Trying to smooth things over by text while your boss is waiting? That's a recipe for disaster.

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Dwight

12 days ago

Kristel: Exactly, it's better to handle it in a professional manner.

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Kristel

15 days ago

User 2: Good idea. It's important to have a paper trail in case things escalate.

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Joanna

1 months ago

User 1: B) Request that the customer send his complaints by e-mail, knowing that any inappropriate communication will be well documented.

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Lelia

1 months ago

Option D is tempting, but skipping the meeting is a big no-no. You need to prioritize your responsibilities to the company over one angry customer.

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Xochitl

2 months ago

I'd go with Option C - don't respond to the customer right now. You need to focus on the meeting and can address the issue later in a more controlled setting.

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Camellia

1 months ago

I agree, it's best to handle the situation calmly later on.

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Solange

2 months ago

Good idea, focusing on the meeting is important.

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Agustin

2 months ago

Option B is the best choice. Documenting the customer's complaints in writing is the smart way to handle this situation, especially before a high-level meeting.

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