
Liz Jacob
Authored by Mary Liezl Sumaway
Other
Professional Development

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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the first thing an agent should do when a customer asks for a Supervisor?
Ask why they need a Supervisor
Escalate immediately
Acknowledge the request calmly
Tell them no Supervisor is available
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Why should you ask for the reason behind the customer’s request?
To argue your authority
To delay the escalation
To determine if you can resolve the issue or better prepare the Supervisor
To make the customer feel bad for escalating
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following responses is appropriate when acknowledging the request for a Supervisor?
“I don’t think that’s necessary.”
“Why do you need to talk to them?”
“I understand you’d like to speak with a Supervisor, and I’m here to help.”
“Let me check if they’re even available.”
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In which of the following situations should you escalate to a Supervisor? (Choose the best answer)
You don’t want to handle the case
The customer is being rude
The issue is beyond your scope or authority
You’re about to go on break
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should you do while the customer is waiting for a Supervisor?
Stay silent
Reassure them and keep them informed
End the chat
Say, “You need to wait like everyone else.”
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is an example of what you should avoid when a customer asks for a Supervisor?
“Let me see how I can help you first.”
“I’ve coordinated with the Supervisor.”
“I can handle this without a Supervisor.”
“May I know more about your concern?”
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the best response if no Supervisor is available at the moment?
“You’ll have to try again later.”
“We’re busy. Just wait.”
“Our Supervisors are currently assisting other customers, but I will raise this and ensure someone gets back to you as soon as possible.”
“Sorry, can’t help you right now.”
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