Discuss SDI SD0-401 Exam Topic 3 Question 67

What is a best practice to use when assisting an emotional caller?

AAllow the customer to cry until they get it out of their system.

BAsk the customer to pull themselves together.

CLet the customer know you understand how they feel.

DTell the customer a story about a similar bad experience.

Suggested Answer: C

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16 comments · newest first

Barney 12 months ago

Telling a story? That sounds weird, not helpful at all.

Sharen 1 year ago

Agree with C, empathy goes a long way!

Keneth 1 year ago

Surprised that people think letting them cry is a good idea.

Audry 1 year ago

No way, option B is just rude!

Rose 1 year ago

I think option C is definitely the best choice.

Clare 1 year ago

I recall that sharing a personal story might not help the caller, so I would avoid D. It seems like C is the most supportive approach.

Caprice 1 year ago

I practiced a question like this before, and I think allowing the customer to express their emotions is important, so maybe A could be okay?

Ashanti 1 year ago

I'm not really sure, but I feel like telling them to pull themselves together would just make things worse. That sounds like option B, right?

Moon 1 year ago

I think I remember something about validating the caller's feelings, so maybe option C is the best choice?

Vivan 1 year ago

I vaguely recall something about sharing experiences, but I don't think option D is the best approach for emotional callers.

Maryln 1 year ago

I practiced a question like this before, and I think letting them know we understand is key, so C seems right to me.

Jennie 1 year ago

I'm not really sure, but I feel like telling them to pull themselves together, like in option B, would be really unhelpful.

Karon 1 year ago

I think I remember that we should acknowledge the caller's feelings, so maybe option C is the best choice?

Valda 1 year ago

I'm a little confused on this one. Is a service template used for post-staging templates for multiple CPEs, like option A? Or is that not quite right? I want to make sure I understand the correct use cases here.

Yolande 1 year ago

Okay, this looks like a tricky one. I'll need to think through the key requirements carefully - single sign-on, multi-factor authentication, and access to both Service Cloud and Marketing Cloud.

Huey 1 year ago

I'm confident that option A is incorrect. Hi-care is not delivered directly by Huawei to customers, that's the whole point of the Co-care service. I just need to confirm the other details.

SDI SD0-401 Exam - Topic 3 Question 67 Discussion