Secret Clue Game
Lemonade
Created on October 22, 2024
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Transcript
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!