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Professional Development
Professional Development
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12 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the skill you will transfer to if a customer says they would like to exchange their mattress?
Service Recovery
Support Tier 1 to Tier 2 xfer
Warranty
Returns
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What skill will you transfer to if the customer tells you their package is marked as delivered, but it wasn't really delivered?
Warranty
Returns
Support Tier 1 to Tier 2 xfer
No need to transfer
Service Recovery
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The customer hung up on me and I'm not sure if it was an accident or if the call dropped. I should call them back.
True
False
4.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
I got the answer I needed from a helper in the chat. I should... (Select all that could be appropriate)
Thumbs up their message so they know I saw it, then follow their instruction.
Follow their instruction, but not react or respond to the message.
Respond with "K" and then follow their instruction
Respond with "Thank you so much you are the best helper ever. I couldn't have done this without you!"
Pretend I didn't see it and do what I want instead
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
I have a follow-up question after a helper helped me solve an issue. I should...
Start a new thread to get a new helper
Respond to the same thread because the helper already knows the situation
Personal message the helper because they already know the situation
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
I haven't heard from my helper in a while... I should...
Figure it out on my own
Tag the person who was helping me after 3 minutes
Start a new thread so someone else might see
Tag someone else after 30 seconds
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The customer needs to be transferred to a Tier 2 agent. I should....
Pull up their order and verify that you are speaking to the customer on the order and that they are eligible for the return/warranty.
Cold Transfer
Hang up
Start the warranty or return before transferring
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