12 questions to validate handling requests: qualifying, clear answers, deadlines and follow-up, CRM and tickets, knowledge base.
Answer everything, then click Check: your score and explanations will appear.
2.1 · Application
1. Vague request: "it is urgent". What to qualify first?
5 minutes of questions save 5 days of rework off-target.
2.1 · Recall
2. Open questions then closed ones: why this order?
From story to detail: the funnel respects and pinpoints.
2.1 · Recall
3. Which makes the customer repeat themselves?
Note from the first contact: the colleague taking over knows everything.
2.2 · Application
4. Request with 3 points. How to answer?
Forgetting one point creates a second contact: cover + prove.
2.2 · Arbitration
5. "We are handling it quickly": verdict?
Dates + proof: the customer must be able to verify, not believe.
2.2 · Arbitration
6. Refund impossible (T&Cs (CGV)). What to answer?
A no without alternative reopens; reasoned and compensated, it closes.
2.3 · Application
7. Estimated delay: Wednesday. What to announce?
Systematic margin: early builds reputation, late destroys it.
2.3 · Arbitration
8. A customer chasing: a sign of what?
Proactive milestones + early warning: every chase is a follow-up failure.
2.3 · Application
9. Unavoidable delay spotted 2 days before. What to do?
Early + honest + compensated: a well-managed delay builds loyalty.
2.4 · Application
10. Colleague stepping in on an unknown case. Ideal?
3 lines after each contact: continuity no longer depends on memory.
2.4 · Arbitration
11. Queue of 40 unsorted tickets. First move?
Prioritize and assign: a ticket with no owner is lost.
2.5 · Application
12. Same question 50 times/week. Lasting solution?
Top 20 Pareto: shared structure, human heart, dated maintenance.
What's next?
Score ≥ 80%: move on to Level 3 — welcoming complaints calmly, complaint-handling method, defusing angry customers, saying no and setting boundaries, turning unhappy customers into advocates.
Score < 80%: revisit the missed sections (qualifying 2.1, answers 2.2, deadlines and follow-up 2.3, CRM and tickets 2.4, base and canned responses 2.5), re-read the explanations above, then retake the test.