Secret Clue Game

SECRET CLUES

Find the secret clues with the magnifying glass to solve the esclataion mystery

start

A customer was unaware of a renewal increase and has expressed strong dissatisfaction. They're demanding to speak with a supervisor and are insisting on a full refund.

01 / 05

Documentation Step! Use macroGeneral::Escalations::Escalation documentation

Tell the specialist who sent the escalation request to call the customer back directly

Send a quick email to the customer letting them know you'll be handeling this situation

Drag the magnifying glass to discover the 3 options for next steps of the Sr.Specialist escalation process and then choose the correct answer

RESPOND to the customeruse macro Template:: Escalation Response macro for initial response.

Close out the ticket and don't respond

Hand off to another Sr.Specialist

02 / 05

Drag the magnifying glass to discover the 3 options and then choose the correct answer

Nice job! What's next in the SR.Specialist escalation Process?

Provide a timeline of events

Find another specialist to take on the request

Hang up on the customer

03 / 05

Drag the magnifying glass to discover the options and then choose the correct answer

When responding, what is an example of a best practice to follow?

Dont' Skip over gratitude for our customers even the angry ones

Let the customer know we never make mistakes

Don't provide any details on the "why"

Match the tone of an angry customer

04 / 05

Drag the magnifying glass to discover the options and then choose the correct answer

What would be another best practice to follow?

Use macro General::Escalations::Return To Specialist.and deliver feedback as to why it should not be an escalation, and where to go from there.

Take it anyway

DM the specialists lead

Tell the customer that the first specialist made a mistake

05 / 05

Drag the magnifying glass to discover the options and then choose the correct answer

What should a SR. do if a ticket in the escalations view does not qualify as an escalation?

ESCALATION PROFESSIONAL!

Congratulations, you have passed all the clues!

Try again!

Wrong answer! Try again

Let's try that again!

Try again! We want to make sure we're documenting our planned actions to handle the escalation.

Wrong answer!

Wrong answer!

Wrong answer!

Wrong answer!

Not quite! We want to make sure we're documenting our planned actions to handle the escalation.

Try again!

Wrong answer!

Wrong answer!