Here’s the rating for each statement:
-
"You go on with your day since the issue might resolve itself and is not stopping you from taking calls."
- Rating: WORST
- Reason: Ignoring the issue could lead to it becoming more serious later, and it shows a lack of initiative to seek help or resolve potential problems.
-
"You reach out to another agent through the chat to see if they know who to best contact for this issue."
- Rating: NEUTRAL
- Reason: This is a proactive step, as it seeks guidance from a colleague. However, it may take additional time to resolve the issue and relies on someone else's knowledge.
-
"You reach out to the person on the list who seems most appropriate, to get closer to resolving the issue."
- Rating: BEST
- Reason: This response demonstrates initiative and a direct attempt to address the problem, which is likely to lead to a quicker resolution.