External Complaint

The customer contacted us multiple times within the last 48 hours (about 2 days) and the same explanation has been provided repeatedly. 
This scenario will fall under what category? Please select all that applies.

• Customer Journey

• Customer Experience

• Customer Verbatim

• None of the above

What's the Site's Target for External Complaint?

• Zero

• One

• Two

• Three

What to do if you're not sure if the customer might complain externally? 

• Ask your seat mate

• Ask Q&A

• Ignore

• None of the above

Any negative feedback received by the company from an external source about the services provided by the company or a worker or workers of the company is

(a)  

___________ is the easiest to determine.  The customer is using words to threaten the platform (BBB, Social Media, Lawsuit, etc.)   

• Customer Journey

• Customer Experience

• Customer Verbatim

• None of the above

___________ is reading previous chat history and checking how long the issue has been unresolved. Reading between the lines and understanding the customer's statement/ message.

• Customer Journey

• Customer Experience 

• Customer Verbatim

• None of the above

"Customer Journey" is the customer's situation, state of mind and emotion for an issue that has not been resolved.

• True

• False