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Resource Drill 09/06

Quiz by Cierra

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3 questions
Show answers
  • Q1
    Which ticket category do Supervisor Callback Requests go in?
    BG Callbacks
    BG CS Escalations
    BG CS Contact Requests
    BG CS Callbacks
    120s
  • Q2
    The first step to de-escalating a caller is to gain their respect.
    False
    True
    120s
  • Q3
    At what point should we offer a Supervisor Callback?
    When the caller refuses to hold.
    When the caller becomes escalated.
    When the caller insists on speaking to a Supervisor.
    When the caller has questions that you don't understand.
    120s

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