Escalations Quiz

Escalations Quiz

1st Grade

12 Qs

quiz-placeholder

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Escalations Quiz

Escalations Quiz

Assessment

Quiz

English

1st Grade

Practice Problem

Medium

Created by

Alejandra Vallecillo

Used 1+ times

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12 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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?

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

2 empathy/apology statements

1 apology/empathy statement

An ownership statement

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

5.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

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

Order Status

Appointment Reschedule

Complaint

Refund Request

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

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