Call Center Complaint Handling and Escalation 3

Question 1

An angry customer uses profanity directed at the agent personally and refuses to stop after a polite warning. Per standard call center policy, the agent should:

Accepted Answer

Give a final calm warning that the call will end, then disconnect and document it

Answer

Most policies require a documented warning before ending an abusive call, protecting both agent and company.

Question 2

What does the 'A' stand for in the LAST complaint-handling model (Listen, Apologize, Solve, Thank)?

Accepted Answer

Apologize

Answer

In the LAST model, agents Listen, Apologize, Solve, and Thank the customer.

Question 3

A customer complains that a promised callback from a supervisor never happened. The best immediate action is to:

Accepted Answer

Own the failure, apologize, and arrange a specific new callback time while documenting the miss

Answer

Owning the broken commitment and setting a concrete new time restores credibility after a service failure.

Question 4

Which of the following is an example of a functional (or hierarchical vs. functional) escalation rather than a hierarchical one?

Accepted Answer

Routing a billing dispute to the billing department's specialist team

Answer

Functional escalation routes an issue to a team with the right expertise, while hierarchical escalation moves it up the management chain.

Question 5

Why should an agent avoid saying 'That's not my department' to a complaining customer?

Accepted Answer

It deflects ownership; the agent should instead connect the customer to the right resource

Answer

The phrase signals refusal of ownership; agents should take responsibility for guiding the customer to a resolution.

Call Center Practice Test

Call Center Practice Test

Call Center Complaint Handling and Escalation 3