Complaints
Other
University
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10 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If a caller would request to speak with an American agent, should the transferring and receiving agent both track it as a Tier 1 complaint?
Yes
No
I'm not sure
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If an agent was able to de-escalate a call or resolve the customer's concern, would there still be a need to track the complain?
Yes
No
I'm not sure
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Under what topic should we track a complaint if it came from a 3rd party?
Customer
Non-customer
Both
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If there are multiple complaints in one call, how should we track the complaint?
One complaint per tracking
Track all complaints in one form
Do not track any of the complaint
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
A customer explicitly tells us that they did not apply for an account. Is this a possible reason to file a complaint?
Yes
No
I'm not sure
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Based on the this statement, should you file a complaint? "I did not receive that fraud alert. I think I gave you the wrong email address. Can you please update it?"
Yes
No
I'm not sure
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If a customer is complaining about the merchant’s service, do we need to submit tier 1 complaint?
Yes
No
I'm not sure
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