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SDI SD0-401 Exam - Topic 1 Question 21 Discussion

What is a best practice to use to disengage from a customer?
D) Use closed questions.
A) Tell the customer the office is closing and you will call them tomorrow.
B) Tell the customer your queue is backing up.
C) Transfer the call to your supervisor.

SDI SD0-401 Exam - Topic 1 Question 21 Discussion

Actual exam question for SDI's SD0-401 exam
Question #: 21
Topic #: 1
[All SD0-401 Questions]

What is a best practice to use to disengage from a customer?

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Suggested Answer: D

by Dierdre at May 08, 2022, 08:51 AM

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Jolene
11 months ago
Surprised that closed questions (option D) is even an option here!
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Jesus
11 months ago
Option C seems like a cop-out, just pass the buck.
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Eleni
11 months ago
Really? I feel like saying the queue is backing up (option B) is more honest.
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Boris
12 months ago
Totally agree, it's respectful to say you'll call back.
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Sarina
12 months ago
I think option A is the most polite way to disengage.
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Launa
12 months ago
I recall that saying your queue is backing up could come off as rude, so I’m leaning towards using closed questions instead.
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Mollie
12 months ago
I’m a bit confused about the options. Telling the customer the office is closing seems a bit abrupt, but maybe it’s acceptable?
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Alethea
12 months ago
I practiced a question similar to this, and I feel like transferring the call to a supervisor might be a good option if the customer is really upset.
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Cory
1 year ago
I think I remember something about using closed questions to guide the conversation, but I'm not sure if that's the best way to disengage.
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Felix
1 year ago
This looks like a straightforward question about the Business Process Improvement model. I'll start by quickly reviewing what I know about the steps in that model.
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Barney
1 year ago
I'm feeling pretty confident about this. The wording is clear, and I know the concepts well.
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Nelida
1 year ago
I'm leaning towards A - the IT security staff implementing strict controls. That demonstrates a proactive, security-focused approach rather than just reacting to incidents.
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