Policies & Procedures
Technical Support
Customer Feedback & Insights
Customer Experience (CX)
Conflict Resolution
100

The document that outlines rules for returns and refunds.

What is the return policy?

100

Before escalating a tech issue, you should always try this basic step.

What is restarting the system/device?

100

This short survey asks customers how satisfied they were with their support experience.    

What is a CSAT (Customer Satisfaction) survey?

100

This metric measures how likely a customer is to recommend your service.

What is Net Promoter Score (NPS)?

100

When two parties disagree, this skill helps find a solution that works for both.

What is negotiation?

200

Before offering a discount or refund, you should check this.

What is the company's policy or approval process?

200

This term refers to identifying the cause of a problem.

What is troubleshooting?

200

This metric tracks the number of customers who stop using your service.  

What is churn rate?

200

The goal of CX is to improve this aspect of the customer’s journey.

What is satisfaction?

200

The best way to avoid escalation is to remain this.

What is calm and professional?

300

This document helps agents know what to do in common customer scenarios.

What is a knowledge base or playbook?

300

If a customer can’t reproduce the issue, suggest this type of session.

What is a screen share or remote session?

300

Customers often leave unsolicited feedback in this online location.    

What are reviews or social media?

300

This is the term for making the customer’s journey as seamless as possible.

What is frictionless service?

300

This phrase can help de-escalate when a customer is angry: “I understand how you...”

What is '...feel'?

400

These internal metrics help track how fast support is delivered.

What are SLAs (Service Level Agreements)?

400

These three types of tickets are often used to classify issues by severity.

What are low, medium, and high priority?

400

When analyzing feedback, this type of comment reveals emotional tone, opinions, or unmet needs.    

What is qualitative feedback?

400

 A good customer experience can lead to this type of long-term relationship.

What is customer loyalty?

400

A customer demands a refund outside of policy. You offer a store credit instead. This is an example of what strategy?

What is compromise?

500

When a policy needs to be overridden for a one-time situation, you should escalate to this person.

What is a supervisor or team lead?

500

The systematic approach used to diagnose and resolve issues in software or hardware.

What is root cause analysis?

500

This technique groups customer feedback into categories or themes for further review.    

What is sentiment analysis or tagging?

500

CX teams often use this visual tool to understand how customers interact with a brand.

What is a customer journey map?

500

When a customer becomes abusive, this is the proper next step.

What is enforce boundaries and escalate to a supervisor?