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SDI SD0-101 Exam - Topic 3 Question 57 Discussion

Your Service Desk has a Standard Operating Procedure for call handling that emphasises theimportance of using the callers name during the call. What is a key reason for so doing?
B) It re-focuses the callers attention on the call
A) It lets the caller know that the SDA is using a call-logging system
C) It emphasises that the Service Desk knows everyone in the organisation
D) It creates a feeling of authority and control for the SDA

SDI SD0-101 Exam - Topic 3 Question 57 Discussion

Actual exam question for SDI's SD0-101 exam
Question #: 57
Topic #: 3
[All SD0-101 Questions]

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?

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Suggested Answer: B

by Mireya at Aug 20, 2022, 02:26 AM

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Blondell
8 months ago
Wait, does it really show authority? That seems off.
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Margurite
8 months ago
It also helps keep the caller engaged, for sure!
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Becky
8 months ago
Really? I’m not sure it matters that much.
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Krystal
8 months ago
Totally agree, it makes the conversation more personal!
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Francoise
8 months ago
Using the caller's name builds rapport.
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Dorcas
9 months 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.
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Stephaine
9 months 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.
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Cassie
9 months ago
I think it might be option B? It seems like using their name could help keep them focused on the conversation.
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Emilio
9 months 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.
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Lenna
9 months 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.
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Daryl
9 months 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.
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