Preempting Call Escalations Quiz

What is one of the main reasons customers escalate calls to supervisors?

• They want to compliment the agent.

• They want to test the agent's patience.

• They believe a supervisor will provide faster or better help.

• They enjoy speaking to different people.

How can reflecting the brand promise help in reducing call escalations?

• By ignoring the customer's concerns.

• By immediately denying the customer's request.

• By confusing the customer with technical jargon.

• By starting with a positive note about the product or service.

What is a common reaction when a customer feels pushed during a call?

• They thank the agent for their honesty.

• They agree with the agent's decision.

• They push back and demand to speak to a supervisor.

• They decide to hang up.

What should an agent do when they have to deny a customer's request?

• Be vague and indirect.

• Ignore the customer's request.

• Laugh it off as a joke.

• Be regretful and direct.

Why is it important to demonstrate that you are listening to the customer?

• To avoid having to deal with the customer's issue.

• To quickly end the call.

• To ensure the customer feels heard and understood.

• To make the customer feel ignored.