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SDI Exam SD0-101 Topic 1 Question 103 Discussion

Actual exam question for SDI's SD0-101 exam
Question #: 103
Topic #: 1
[All SD0-101 Questions]

You have an irate user on the phone who wishes to escalate his/her Incident to your

Manager but s/he is currently unavailable; which of these techniques would help resolve

the situation?

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Suggested Answer: A

by Marta at Nov 17, 2024, 05:09 PM

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Roslyn
2 months ago
Wait, you're telling me I can't use language that matches their emotions? But what if I want to tell them to 'calm down' in the most sarcastic tone possible? That's like, a time-honored customer service tradition!
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Destiny
2 months ago
B all the way! Professionalism is key, even if the user is acting like a raging bull. Keep calm and carry on, that's my motto.
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Angella
1 months ago
User 3: I agree, professionalism is key in these situations.
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Bobbie
1 months ago
User 2: Bobbie is right, maintaining a consistent approach is important.
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Carman
2 months ago
User 1: I understand you're upset, but let's try to keep this conversation professional.
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Alyce
3 months ago
D, because when life gives you lemons, you gotta lemon-aid it up, am I right? Matching their emotions is the only way to show you truly understand their frustration.
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Jesusita
1 months ago
D) Using language that matches their emotions
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Hubert
1 months ago
B) Maintaining a consistent and professional approach
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Leontine
2 months ago
A) Generally using an informal approach
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Vallie
3 months ago
C is the best option. Suggesting they call back when the manager is available is the most appropriate way to handle this situation without escalating it further.
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Marsha
2 months ago
Support: I suggest calling back when my manager is available. They will be able to assist you better.
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Janine
2 months ago
User: No, I need to talk to them now!
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Sophia
2 months ago
Support: I understand, but my manager is currently unavailable. Can I take a message?
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Tegan
2 months ago
User: I want to speak to your manager now!
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Jame
3 months ago
B is clearly the right answer here. Maintaining a consistent and professional approach is crucial when dealing with an irate user. Matching their emotions might make the situation worse.
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Shenika
3 months ago
User 2: I appreciate your patience, let's work together to find a solution.
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Lenna
3 months ago
User 1: I understand you're upset, let's try to resolve this professionally.
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Queen
3 months ago
C) Suggesting that they call back when your manager is available
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Willard
3 months ago
I think that's a good idea. It shows that we take the situation seriously.
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Lorriane
4 months ago
B) Maintaining a consistent and professional approach
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