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Test The escalation protocol

QUESTION 1: According to the text, what should not be assumed when escalating a dispute to management?

That the agent doesn’t know how to solve problems
That resolution is being delayed
That the customer is trying to avoid responsibility
Which is an admission of personal incompetence

QUESTION 2: What is an indicator for escalating a case, according to the text?

When the agent refuses to assist the customer
Refund requests that exceed the representative’s authority
When the customer is satisfied
When the solution is simple

QUESTION 3: Before transferring a case, what should the initial agent do according to the text?

Ignoring minor complaints
Validate the customer’s emotions
Forward the case without explanation
Delegate without follow-up

QUESTION 4: What is one of the benefits of communicating the handover transparently?

Involve an expert with greater problem-solving ability
Avoiding contact with the client
Reduce the company’s liability
Hide the limits of authority

QUESTION 5: What does activating the escalation protocol when appropriate guarantee?

Ensuring the agent avoids blame
Always resolve issues faster
Protection of the company's infrastructure
The customer losing interest

QUESTION 6: What does providing personalized follow-up after the management decision demonstrate?

Lack of interest on the part of the advisor
That the case was mishandled
Commitment to customer satisfaction
Seeking to evade responsibility

QUESTION 7: According to the summary, raising a complex request is a maneuver

Improvised and risky
Unnecessary for simple cases
A display of incompetence
A highly professional tactic that protects the buyer’s interests

QUESTION 8: How should the transfer to the customer be framed so as not to appear evasive?

As a benefit of involving a trained specialist
As a waiver of liability
As a standard procedure without follow-up
As an excuse to postpone resolution

This test is only available to students who have purchased the course

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