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Test Criteria for transferring a case hierarchically

QUESTION 1: According to the text, what should an agent do when a customer demands to speak with management?

Forward the complaint immediately
Try to convince them to stay
Offer a refund without consulting
Ignoring the customer’s request

QUESTION 2: What is a reason to escalate a case according to the text?

Customer satisfied with the proposed solution
The executive has the authority to grant concessions
Lack of administrative approval to authorize the request
The problem was resolved on the first contact

QUESTION 3: When a customer resists the initial proposal, what does the text recommend?

Forward the complaint immediately
Insist on keeping the case
File a new complaint for poor service
Deny the request as a matter of protocol

QUESTION 4: According to the text, what risk exists if a case is retained against the user’s will?

Reduce customer stress
Cause greater hostility and a possible new complaint
Speed up conflict resolution
Improve the company’s image

QUESTION 5: In what situation is referral unavoidable for safety reasons?

When the request is reasonable and consistent
When the employee has the authority to approve the request
When seeking to negotiate preferential rates
When there are physical threats or ongoing verbal abuse

QUESTION 6: What does delegating a case to another department entail, according to the summary?

It is a sign of professional failure
It is a smart move to ensure management by trained executives
Means abandoning one’s duties
Represents an operational failure

QUESTION 7: What is an example cited in the text that illustrates when to escalate the issue?

A passenger who accepts the proposed solution
An employee with permissions to issue credits
An account that requires a minor adjustment
A passenger who demands to speak with the shift supervisor after losing special luggage

QUESTION 8: When is it advisable to escalate an issue to the person authorized to make concessions?

When the request is illogical
When there is no risk of losing business loyalty
When the request is logical and coherent and exceeds the scope of support staff responsibilities
When a consensus has been reached that satisfies both parties

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

INCORRECT QUESTIONS

Are there any errors or improvements?

Where is the error?

What is the error?

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