Podcast
Questions and Answers
What should the Support agent do if the customer is unhappy with the resolution offered and pushes back?
What should the Support agent do if the customer is unhappy with the resolution offered and pushes back?
- Escalate the case to T1 for the supervisor on duty to handle. (correct)
- Direct the customer to submit a new complaint.
- Inform the customer that their case will not be escalated.
- Close the ticket without any further action.
What should the Support agent do after escalating a case to a supervisor (T1)?
What should the Support agent do after escalating a case to a supervisor (T1)?
- Ask the supervisor to ignore the ticket.
- Inform the customer that their case has been escalated.
- Close the ticket and forget about it.
- Handle the case promptly and completely. (correct)
- Assign the ticket back to an agent for further assistance.
What should the Support agent do if they require assistance while attending to a case?
What should the Support agent do if they require assistance while attending to a case?
- Reach out to sups on Slack using the channel 'support_allquestions'. (correct)
- Send an email to request help.
- Ignore the issue and hope it resolves itself.
- Escalate all cases immediately to avoid further problems.
What must the Support agent always take into account when dealing with customer complaints?
What must the Support agent always take into account when dealing with customer complaints?
What should be done before escalating a case to T1 for supervisor handling?
What should be done before escalating a case to T1 for supervisor handling?
What action should the Support agent take if a ticket/complaint is received via phone or email?
What action should the Support agent take if a ticket/complaint is received via phone or email?
What is one of the actions that the Support agent should take after escalating a case?
What is one of the actions that the Support agent should take after escalating a case?
What is one of the main purposes of putting the customer complaint in the Complaint File and tagging messages in Intercom?
What is one of the main purposes of putting the customer complaint in the Complaint File and tagging messages in Intercom?
What channel can Support agents use to reach out to supervisors for assistance?
What channel can Support agents use to reach out to supervisors for assistance?
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