Wave 76 - Day 10 Review

Front

True or False: In Account Access/Verification, the CSR is required to verify only the First and Last Name.

Back

False

Front

True or False: When removing the phone number off a customer’s Account (because the phone number does not belong to them), it is necessary to verify two pieces of information on that other Account prior to removing the phone number?

Back

False

Front

True or False: The CSR is allowed to confirm customer confidential information provided by the caller.

Back

True

Front

True or False: The purpose of "Gave Accurate and Complete Information When Communicating Resolution to Caller" attribute, is to ensure the CSR uses appropriate resources to accurately resolve the caller’s issues.

Back

False

Front

True or False: The "Creates a Child Case" attribute has a 17 points markdown.

Back

False

Front

True or False: This is a good example for "Creates Correct Number of Child Cases" attribute. A customer calls in to state that she loves our DUG service but some of the products she would like are not available on the website. The CSR creates a Child Case complimenting the DUG service.

Back

False

Front

True or False: CX can be used as an abbreviation for customer and it is part of our Approved Abbreviation List.

Back

False

Front

True or False: Employee > Dairy > Friendly/Helpful > Store is the right coding combination for a bakery employee compliment

Back

False

Front

True or False: We can offer MGO to customers with Paypal Rebate issues.

Back

False

Front

We are required to remove the duplicate phone number linked to multiple club card accounts within the same Household.

Back

True