If you demonstrate confidence in your work as an SDA, what will be the benefit?
Which emotional response from a user would be considered unacceptable and would require
escalation?
What is a clear sign that there is a conflict or potentially difficult situation emerging during a
call?
You receive a call from a user who feels they have been let down by the IT department and
although they are not yet angry, they clearly feel disappointed. What should you do to rectify this
situation?
Haydee
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