De-Escalation Quiz
Quiz by Marissa Rodriguez
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6 questions
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- Q1The first step to de-escalating is to practice ______.ASAPStop. Drop. & Roll.As Soon As PossibleKilling... them with Kindness.30s
- Q2The second 'A' in ASAP stands for Accept the Responsibility.FalseTrue30s
- Q3Oder the Escalation ProcedureUsers link answersLinking30s
- Q4When a caller accepts a Supervisor Callback Request, which bucket does the CSR submit the E-ticket to?BC CallbacksTicket? It's an email...BG CS EscalationsBC CS Escalations30s
- Q5If the CSR has to initiate an Escalated Caller Request, what should the subject line read?Escalated Caller Holding -they won't hang upHELP! Escalated caller!S.O.S....S.O.S...Escalated Caller Holding - Refused Callback Request30s
- Q6If an escalated call is being transferred to a Lead/Supervisor, the CSR must perform a cold transfer.TrueFalse30s