CCARF Practice Question

Paper 4 · Question 8

D5 Context Management & Reliability · Paper 4

A customer says: 'This is ridiculous, I have been waiting 20 minutes. Just connect me to a real person.' The agent has access to the customer's account and can see the issue is a simple password reset that takes 30 seconds to resolve. What should the agent do?

• A.Ask the customer if they would prefer to wait for a human or let the agent resolve the password reset quickly.
• B.Acknowledge the frustration and offer to resolve the password reset, explaining it will take only 30 seconds — the issue is straightforward and escalation is unnecessary.
• C.Run sentiment analysis to confirm the customer is genuinely frustrated before deciding whether to escalate or attempt resolution.
• D.Escalate to a human agent immediately without attempting to resolve the issue, because the customer explicitly requested a human.

Show answer & explanations

Correct answer: D

A: The customer has already stated their preference clearly. Asking again ignores their explicit request and adds friction to an already frustrating experience.

B: The customer has explicitly requested a human agent. Regardless of how simple the issue is, the agent must honour the explicit request immediately. Attempting to resolve first ignores the customer's stated preference.

C: Sentiment analysis is an unreliable escalation trigger. More importantly, the customer's explicit request for a human is the trigger here, not their emotional state. Sentiment analysis adds unnecessary processing.

D: When a customer explicitly says 'connect me to a real person', the agent must escalate immediately. This is one of the three valid escalation triggers. The simplicity of the issue is irrelevant — the customer's explicit request takes priority.

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