EMD Certification Exam (IAED NAED)

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When dealing with a hysterical or uncooperative caller, which technique is most effective for gaining control and obtaining necessary information?

Matching the caller's emotional intensity to show empathy. Immediately demanding that the caller calm down. Using repetitive persistence with a calm, firm tone. Transferring the call to a supervisor to handle.

Correct Answer:

Using repetitive persistence with a calm, firm tone.

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