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Your Service Desk has a Standard Operating Procedure for call handling that emphasises the
importance of using the callers name during the call. What is a key reason for so doing?
Suggested Answer: B
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11 comments · newest first
BL
Blondell
12 months ago
Wait, does it really show authority? That seems off.
MA
Margurite
1 year ago
It also helps keep the caller engaged, for sure!
BE
Becky
1 year ago
Really? I’m not sure it matters that much.
KR
Krystal
1 year ago
Totally agree, it makes the conversation more personal!
FR
Francoise
1 year ago
Using the caller's name builds rapport.
DO
Dorcas
1 year ago
I vaguely remember that using names can help build rapport, but I’m not confident if that ties to any of these specific answers.
ST
Stephaine
1 year ago
I feel like there was something about authority in our practice questions, but I can't recall if that was related to using names or something else.
CA
Cassie
1 year ago
I think it might be option B? It seems like using their name could help keep them focused on the conversation.
EM
Emilio
1 year ago
I remember we discussed how using the caller's name can make the interaction feel more personal, but I'm not sure which option that relates to.
LE
Lenna
1 year ago
The transparency principle is all about making data processing activities clear and understandable to individuals. So I'd say the right to be informed is the best answer here. It's the one that aligns most closely with the idea of transparency.
DA
Daryl
1 year ago
Hmm, I'm a little unsure about this one. Do I need to select the arrows first, or can I just apply the shadow effect directly? And what exactly is the "inside: Top" shadow effect? I'll have to double-check the instructions.