OB Class 5

How many peak seasons do we have in Pearson?

• 1

• 2

• 3

What are the two Peak Seasons that we have?

• Aug/Sep

• Sep/Oct

• Jan/Feb

• Feb/Mar

Customers reach out to us through the _______ page.

• Pearson Support

• Chat

• Call

What is the term we use for the peak seasons?

• Back to Phone

• Back to School

• Back to Queue

Who are your customers?

• Students

• Educators

• Pearson Employee

• Parents

Why customers contact us?

• Browser and Computer Settings

• Computer Hardware Issues

• Access Codes

• Course Enrollment Issues

When was Pearson founded?

• 1744

• 1854

• 1844

This is generally the first group the customer gets to when they contact Support. Many issues customers contact us about can be resolved by them. 

• Tier 1

• Tier 2

• Sales & Field Support

True or False: When customer’s need to contact Technical Support, we use information they provide on the Contact Us page to determine which group of agents they get connected with. ​

• True

• False

When Tier 1 cannot resolve a customer’s issue, they can escalate the case to _______ Support.

• Tier 2

• Sales & Field Support

• Tier 2.5