
GoCC - Please Hold While I Overthink This
Authored by Jennifer Dietz
Professional Development
Professional Development
Used 4+ times

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5 questions
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1.
FILL IN THE BLANK QUESTION
1 min • 1 pt
A customer calls in because of a mystery charge that has created an overdraft. It is determined the charge is to accurately correct a bank processing error. Customer wants the NSF fee refunded. Which is the appropriate cause code?
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Customer Jon Smith calls to complain his cc has been incorrectly charged. He rents a BE at 9 am and swipes his cc at the time of dispatch. He returns the rental two hours later and the contract is paid and closed. An hour later, a location agent manually keys in Mr. Smith's cc on a completely different customer's rental contract. The second customer fails to return the rental and Mr. Smith's card is charged.
Documentation Errors
No Knowledge of This Transaction
Unhappy with Customer Service UHI Personnel
Inappropriate Behavior - Center
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
A customer calls in about a dealer location that refuses service to a transgender customer expressly because the customer is transgender. Which is the appropriate cause code?
Discrimination
Inappropriate Behavior - Center
Inappropriate Behavior - Traffic/Mco
Inappropriate Behavior - Dealer
4.
FILL IN THE BLANK QUESTION
1 min • 1 pt
The customer purchases a gift card online for $100. Looking at her bank statement, she realizes that she accidentally purchased $1000 and would like a refund for the difference. Which cause code description best applies?
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer calls in to report her deposit refund check has not been received. The agent determines the mailing address is incorrect. Which is the appropriate cause code?
Check Request Not Processed
Check Received With Error
Check Not Received/Correct Address
Check Not Received/Wrong Address
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