Front

What is the primary purpose of tracking satisfaction scores for the Support Team?

Back

Measure how well expectations are met

Answer explanation

"Measure how well expectations are met" is the correct answer.

Satisfaction scores reflect how well the support team meets the expectations of users. These scores directly assess the quality of service provided, aligning to achieve a 90% satisfaction rate.

Why not the others?

"Assess team morale": Satisfaction scores focus on user feedback, not internal team sentiment.

"Track issue resolution rates": Resolution rates don't measure user satisfaction directly.

"Identify feedback trends": Trends are insights from satisfaction scores, not the primary purpose.

Front

We aim to achieve a ___ satisfaction score to ensure we meet or exceed the expectations of requesters, workers, and internal teams.

Back

90%

Answer explanation

One of the PST KPIs is to maintain a 90% satisfaction score. This KPI measures how well the support team is delivering services and meeting the needs of those they assist.

Front

According to the PST Tenet of fostering authentic, transparent communication, you should respond to feedback by strictly following templated responses to maintain consistency.

Back

False

Answer explanation

The tenet emphasizes authenticity, transparency, and a “Yes, and…” mindset. While templates can be a starting point, we avoid robotic or overly formal responses. Instead, we engage openly, welcome ideas, and dig deeper to show genuine curiosity and build trust. Therefore, relying solely on templated responses goes against this principle.

Front

Which of the following best describes the first step you should take when starting your PST shift? Options: Check the latest team announcements in Slack and Discord to stay updated on ongoing issues., Log into all PST tools and sign in to ensure you’re ready to monitor incoming tickets and messages., Review previous shift handover notes and analyze unresolved tickets to identify high-priority cases., Start addressing pending tickets and responding to messages from workers and requesters

Back

Log into all PST tools and sign in to ensure you’re ready to monitor incoming tickets and messages.

Answer explanation

The PST workflow begins with logging in to the necessary systems. This step ensures you have immediate access to tickets, communication channels, and any updates or alerts. While it’s important to handle pending tickets and stay informed, you can’t do those tasks effectively if you’re not logged in and prepared

Front

“When responding to a customer or worker query, it’s often helpful to refine your message using __________ to ensure clarity, a professional tone, and empathetic language.”

Back

ChatGPT

Answer explanation

PST members can use ChatGPT (or similar AI tools) to refine their responses when responding to customer and worker queries,. This ensures your message is clear, well-structured, and empathetic, ultimately enhancing the communication experience.

Front

It is often more effective to quickly acknowledge the customer's concern by providing a general response, rather than making them wait while you take more time to investigate the issue. The longer the customer waits, the more irate he could be. True or False?

Back

False

Answer explanation

This approach is false because while a quick acknowledgment can show responsiveness, providing a generalized answer without fully understanding the issue can lead to miscommunication, unresolved concerns, or further follow-up. Taking the time to investigate and provide a tailored, accurate response ensures the customer receives the right solution, aligning with Pareto's commitment to thorough and client-focused service.

Front

A new lead signed up and introduced his project needs. She has a list of undergraduate STEM organizations at top engineering schools and wants to gather email addresses for their leadership. Which category does this project best fit under in Pareto Services?

Back

Ops

Answer explanation

This project involves collecting or finding contact information and potentially verifying those details—a typical operational (Ops) task. It doesn’t require deep data analysis or reporting, which would place it under Data Delivery.

Front

Worker: “I have been added to the channel of a project though I didn’t apply for it. Still, I want to be part of this project. What are the next steps?”

Back

All projects require an application. The channel was mistakenly set to public. Check #project-opps for openings.

Answer explanation

The answer is correct because: Projects require an application to participate, so the response explains the proper procedure for moving forward.

Why the others are incorrect:

One assumes the worker can start working without applying, which is inaccurate.

Another suggests the worker can proceed without an application, which is misleading.

Also, the other unnecessarily removes the worker, causing confusion and not addressing the application process.

Front

Choose the most empathetic and accurate response to address the user’s frustration while providing the required information. User: “May I know what my credits are? I’ve been repeatedly requesting it but have not gotten an answer from any of you.” Options: "We sincerely apologize for the delay. You currently have 3 hours of credits left. Please check your dashboard for further details." , "I'm deeply sorry for all the trouble this has caused you. Upon checking, there are 3 hours of credits available. Let us know if there are any tasks you wish to delegate to consume the credits." , "I understand your frustration. We are currently reviewing your credit balance and will get back to you shortly." , "Sorry for the oversight. I checked, and you have 3 hours of credits available. Please let us know if you need help using them."

Back

"I'm deeply sorry for all the trouble this has caused you. Upon checking, there are 3 hours of credits available. Let us know if there are any tasks you wish to delegate to consume the credits."

Answer explanation

The answer is correct because: It acknowledges the user’s frustration, gives a clear answer, and offers further support, showing empathy and helpfulness.

Why the others are incorrect:

One lacks deep empathy and doesn’t offer further assistance.

Another doesn’t provide the user with a direct answer or additional help.

The other one is polite but lacks the personalized support found in the correct option.

Front

Instruction: Select the response that provides the most clear and complete breakdown of the worker’s payment. Worker: “Can you provide a breakdown of the payment I received?” Options: “Upon review, I see you received two payments for the projects you're in: Project A - 200 USD, Project B - 150 USD. This totals 350 USD. Let us know if this matches what you received, or if you have any questions.”, "You received payments for two projects: 1. Project A - 200 USD 2. Project B - 150 USD. If this doesn't match what you expected, let us know.", "You have received 350 USD in total from multiple projects. Let me know if you need a detailed breakdown." , "Your payments are as follows: Project A - 200 USD, Project B - 150 USD. That’s 350 USD in total. If anything seems off, please check your account for details."

Back

Upon review, I see you received two payments for the projects you're in: Project A - 200 USD, Project B - 150 USD. This totals 350 USD. Let us know if this matches what you received, or if you have any questions.

Answer explanation

The answer is correct because: It gives a complete breakdown of payments and invites further clarification if needed, making it clear and comprehensive.

Why the others are incorrect:

One lacks an invitation to verify the total and doesn't ask for confirmation.

Another provides the total but doesn’t break down the payments as clearly.

The other one provides the breakdown but suggests the worker check their account rather than confirming the amount directly.