HDI
QQ0-100 · Question #10
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
The correct answer is D. Repeat back to the customer what you thought you heard. See the full explanation below for the reasoning.
Question
A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?
Options
- ABegin troubleshooting
- BTransfer the call to a more experienced analyst
- CAsk the customer to repeat the problem back to you
- DRepeat back to the customer what you thought you heard
How the community answered
(22 responses)- A9% (2)
- B5% (1)
- D86% (19)
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