COMPLAINTS

COMPLAINTS

1st - 5th Grade

11 Qs

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COMPLAINTS

COMPLAINTS

Assessment

Quiz

Fun

1st - 5th Grade

Practice Problem

Easy

Created by

Julio Diaz

Used 1+ times

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11 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a complain?

A communication (oral or written) that includes general

questions, service requests, or technical issues that do

not have sentiments of dissatisfaction or grievances.

Complaints that have either been escalated to a manager or reopened by the

customer

An oral or written expression of dissatisfaction or

grievance by an individual, business entity, or someone

authorized to act on their behalf, with a Cash App

product, process, service, decision, vendor, or interaction

If a customer pushes back on or is dissatisfied with the Resulting Action taken

on a filed complaint, you cannot begin Final Resolve immediately. You must

follow the "Matter Closed"

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How to handled a pushback?

1. Cash App {Complaints - Matter Closed - NFI}
2. Cash App {Complaints - Matter Closed - Final}

-Abusive Costumer

-Fraud/ID Theft

-Reputation Risk

-Systematic Risk>> #cash-sev-cco

Expressions of dissatisfaction that do not meet

the threshold for high-risk language or behaviors.

Unfair Treatment

IP infringement

Privacy Violations

Litigation Threat

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

TYPES OF COMPLAINTS

Tier 1

Tier 2
Tier 3
Tier 4

Nf1
Nf2
Nf3

Tier 1

Tier 2

Tier 3

Tier 3

Tier 2
Tier 1

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

HOW TO FLAG A COMPLAINT

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves.

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves. And mishandled the case to the cx

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves. A complaint can evolve and go from Tier

3, to Tier 2, to Tier 1.

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves. Then escalate to MET and RD.

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Wich one of these are best practices to keep in mind about complaints:

Use the propper problem tag.

Be sure to flag complaints before performing any other workflow; you will not be

able to edit a complaint after you transfer a case.

Be sure to mishandled the case when we have to.

To email the customer about the info given to the advocate

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

TYPE OF COMPLAINTS TO

HANDLE AND FLAG

Abusive Costumer

Fraud/ID Theft

Reputation Risk

Systematic Risk>> #cash-sev-cco

All the answers

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Wich are the legal tags to escalate to MET?

Unfair treatment

IP infringement

Privacy violations

Litigation thread

All the answer

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