You have a technical support issue slowing down your work and you are not sure who to contact. You look at your support contact list but can't figure out who will be the right person to talk to.

Question

What do you do?
Select the best and worst response

You go on with your day since the issue might resolve itself and is not stopping you from taking calls.

You reach out to another agent through the chat to see if they know who to best contact for this issue.

You reach out to the person on the list who seems most appropriate, to get closer to resolving the issue.
RATE EACH STATEMENT WORSE NEUTRAL BEST

Answer 1

Here’s the rating for each statement:

1. "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.

2. "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.

3. "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.