SDI Exam SD0-101 Topic 1 Question 103 Discussion

Actual exam question for SDI's SD0-101 exam

Question #: 103
Topic #: 1

[All SD0-101 Questions]

You have an irate user on the phone who wishes to escalate his/her Incident to your

Manager but s/he is currently unavailable; which of these techniques would help resolve

the situation?

AGenerally using an informal approach

BMaintaining a consistent and professional approach

CSuggesting that they call back when your manager is available

DUsing language that matches their emotions

Show Suggested Answer

Suggested Answer: A

by Marta at Nov 17, 2024, 05:09 PM

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Roslyn

2 months ago

Wait, you're telling me I can't use language that matches their emotions? But what if I want to tell them to 'calm down' in the most sarcastic tone possible? That's like, a time-honored customer service tradition!

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Destiny

2 months ago

B all the way! Professionalism is key, even if the user is acting like a raging bull. Keep calm and carry on, that's my motto.

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Angella

5 days ago

User 3: I agree, professionalism is key in these situations.

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Bobbie

18 days ago

User 2: Bobbie is right, maintaining a consistent approach is important.

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Carman

22 days ago

User 1: I understand you're upset, but let's try to keep this conversation professional.

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Alyce

2 months ago

D, because when life gives you lemons, you gotta lemon-aid it up, am I right? Matching their emotions is the only way to show you truly understand their frustration.

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Jesusita

10 days ago

D) Using language that matches their emotions

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Hubert

17 days ago

B) Maintaining a consistent and professional approach

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Leontine

20 days ago

A) Generally using an informal approach

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Vallie

2 months ago

C is the best option. Suggesting they call back when the manager is available is the most appropriate way to handle this situation without escalating it further.

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Marsha

27 days ago

Support: I suggest calling back when my manager is available. They will be able to assist you better.

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Janine

28 days ago

User: No, I need to talk to them now!

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Sophia

1 months ago

Support: I understand, but my manager is currently unavailable. Can I take a message?

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Tegan

1 months ago

User: I want to speak to your manager now!

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Jame

2 months ago

B is clearly the right answer here. Maintaining a consistent and professional approach is crucial when dealing with an irate user. Matching their emotions might make the situation worse.

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