Complaints
True /False: An inquiry may escalate to a complaint
True/False
What does the acronym CAT mean?
Customer Advocacy Team
Define an inquiry
an inquiry is a question or request posed by a customer
What categories of calls does CAT handle?
No service/ merchandise
Customer Escalations
Tier 2 Complaints
Define Complaint?
A written or verbal expression of dissatisfaction about a service or product.
When escalating a complaint via the form in Radiant, what is the status agents should use to indicate that the issue is is unresolved?
Open
What Tier is handled by Servicing agents?
Tier 3
What are the hours of operation for the local CAT team?
8am -5pm CST Monday- Saturday
What 2 questions should be asked at the end of a complaint/ inquiry call?
Did I resolve all your concerns today?
Would you like to file a complaint about your initial concerns?
"I will file a BBB complaint against AFF"
'I am going to sue AFF" are examples of what kind of language?
Trigger language