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- 1. Multiple ChoiceIf a caller would request to speak with an American agent, should the transferring and receiving agent both track it as a Tier 1 complaint?YesNoI'm not sure
- 2. Multiple ChoiceIf an agent was able to de-escalate a call or resolve the customer's concern, would there still be a need to track the complain?YesNoI'm not sure
- 3. Multiple ChoiceUnder what topic should we track a complaint if it came from a 3rd party?CustomerNon-customerBoth
- 4. Multiple ChoiceIf there are multiple complaints in one call, how should we track the complaint?One complaint per trackingTrack all complaints in one formDo not track any of the complaint
- 5. Multiple ChoiceA customer explicitly tells us that they did not apply for an account. Is this a possible reason to file a complaint?YesNoI'm not sure
- 6. Multiple ChoiceBased on the this statement, should you file a complaint? "I did not receive that fraud alert. I think I gave you the wrong email address. Can you please update it?"YesNoI'm not sure
- 7. Multiple ChoiceIf a customer is complaining about the merchant’s service, do we need to submit tier 1 complaint?YesNoI'm not sure
- 8. Multiple ChoiceThe customer stated that she had attempted to use the card 3x before and it got declined. Is the agent required to submit a complaint/feedback?YesNoI'm not sure
- 9. Multiple ChoiceIf we receive an inbound call (no data pop) and the caller complaining doesn’t give us any information, how should we track?Report to Line ManagerAsk help from GURUNon-customer functions
- 10. Multiple ChoiceCustomer is complaining about the service of the previous agent. The next agent selected agent to agent feedback, will it merit a Business Intent error?NoYesYes, rep should submit tier 1 under service experience – agent behaviorNo, agent feedback is the best way to report another agent
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