Adult Literacy Advanced Quiz
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ORAL COMMUNICATION (SPEAKING & LISTENING)
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A remote customer-service team discusses how to handle unresolved complaints. The team agrees that agents will continue recording ordinary cases in the shared system. Cases involving possible legal action must also be emailed directly to supervisor Dana, but agents should not copy the entire team because the messages may contain sensitive details. Dana will acknowledge these escalated cases within one business day and assign a reviewer within two business days. The team will evaluate the procedure after six weeks.
Which closing statement gives the clearest complete summary of the agreement?
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