Reinforcement May

How long should a user remain on hold?

• 2 minutes

• 5 minutes

• 4 minutes

• The limit doesn't exist

Are Phase 1 - Escalation and Phase 2- Escalation labels required when escalating ticket/calls/chats ?

• yes

• no

If the user is asking for a supervisor, what queue should you transfer the call to?

• Approvals

• Ask my supervisor to take the call

• De-Escalation

• Advanced billing.

What are our search tools?

• SBS

• Internal KB

• Slack

• BO

• Hangouts

is TIG able to handle Wix Logo concerns?

• YES

• NO

• No, it's OOS

Which department handles Business number?

• CX

• Advanced billing

• CRM

• ASCEND

If I'm replying to a ticket and I asked the user for more details to better resolve their issue, what status should I leave the ticket on?

• Open

• Solved

• Closed

• Pending

Which of the following is the correct closing spiel?

• Thank you for calling us today, have a good day!

• Again thank you for contacting wix.com and if you have further questions don't hesitate to contact us back!

• Thanks for calling, bye bye!

The free domain voucher does not include the Private Registration

• True

• False

Scenario: user is calling to request a refund for an unwanted renewal on his PP, 25 days have passed since the renewal was completed. What's the correct process to follow?

• It's outside our policy, connect to the Approvals team.

• Walk the user thought the refund widget.

• Refund can not be process since it's outside the 14 days trial period.

• Manually add requests to Bat Office