Escalations Quiz

Questions to ask the CA agent before the patient gets transferred over"

• Was the patient fully verified and what was verified?

• Did you attempt to contact the store first?

• What did you do to de-escalate the call?

If a patient expresses any concern during the call, I must provide:

• 2 empathy/apology statements

• 1 apology/empathy statement

• An ownership statement

If the patient refused to verify the date of birth and full name to the CA agent, I must:

• Veirfy the information with the customer and continue with the process

• Ask the CA to go back with the patient and verify the information

• Refuse to provide assistance to the customer

• Continue without verifying

If I get an invalid escalation call from CA, I must

• Take the call as usual and provide assistance to the customer.

• Refuse to take the call and ask the CA to transfer the customer to CR

• Hung up the interaction

• Refuse to take the call and report the agent.

When assisting a 3rd Party, I can help with:

• Order Status

• Appointment Reschedule

• Complaint

• Refund Request

When assisting a customer with a refund request for a franchise store, I must:

• Contact the store and speak to the manager to get more assistance

• Send a follow up email to the store

• Transfer the call to the store

• Provide the store number to the customer

If a customer requests to be transferred to the store, I need to:

• Contact the store and transfer the customer

• Offer my assistance and inform the customer I have the tools to help.

• Provide the store number to the customer.

• Advise the customer to visit the store.

If a customer was already verified, I must:

• Verify the customer again

• Continue with the process

If a customer requested to speak to a manager, I must

• Refuse the call

• Educate the customer that I am not a manager and I am supervisor from CR but I can also assist with the request

• Contact the store and transfer the call

I ---------- for the inconvenience we caused you with your glasses