QUESTION: 33

You are handling users Incidents or Service Requests - the impact of a language barrier can mean

A higher volume of Incidents and Service Requests are logged
The Priorities of Incidents and Service Requests are higher due to increased escalations
Customer satisfaction is higher due to the length of time spent on the calls
There is confusion about the details of the users Incident or Service Request

Answer(s): D

QUESTION: 34

You receive a call from an important user whose language is very difficult to understand and the situation is becoming frustrating and awkward.
What do you do?

Keep trying to work with them to understand their issue
Try and use some simplehumour to lighten the situation and build rapport
Drop the call and ask a manager to call back
Keep the user on the line and escalate the call

Answer(s): D

Reveal Solution Next Question

QUESTION: 35

Which option is the best technique to use when speaking with someone from a different culture or who has difficulty communicating in your language?

Ask the user to email you with the details
Advise the user about language classes they can take
Use paraphrasing to verify your understanding
Speak informally to put them at their ease

Answer(s): C

Reveal Solution Next Question

QUESTION: 36

You are logging a Service Request for a user speaking a foreign language and you are struggling to understand his/her requirements; which option is NOT an option for language assistance?

Language courses
Translation applications
An interpreter
Other Service Desk staff

Answer(s): A

Reveal Solution Next Question

Free SD0-101 Exam Braindumps

QUESTION: 33

QUESTION: 34

QUESTION: 35

QUESTION: 36

SD0-101 Discussions & Posts