Product Knowledge Test I

Customer mentioned that they want to opt-out of sale. What should be the next step?

• respond with [GDPR: Automated request]

• escalate to the Office of the DPO

• we should tell them we do not sell personal data

• Escalate to T3

• Don’t refer to “data levels” to the customer

A cop contacts us for information about a customer.

• Verify the account with the police by sending a secure form

• Don't respond and Escalate to T2

• Respond with GDPR: Right To Know, close the case, and escalate to T3

• Escalate to T3 and be sure to warn T3 about removing info from the case

• escalate to T3 by creating a case in Salesforce with a note Note: remove any information from the case including 16-digit card numbers

Customer is putting the blame on Spotify because their mobile service provider have been charging them higher than the usual ever since they started using Spotify. You checked Fanbase and found no other charges and paying directly with a card.

• Refund double charges

• Respond with [High data usage: 1st response]

• Compensate the customer with a Premium time

• Escalate to T3 without responding to the customer as this is a sensitive case. We should never reply.

• Spotify is not to blame. We should direct them to their provider.

Student reached 4 years of discount. They're still in college with no income and has to pay for her dorm, so they still wish to be on discount

• Offer Premium Time

• Offer Premium Family/Duo

• Escalate to T2. Persistent customer.

• Take as an offer feedback and assure the customer that they can cancel any time.

• We can't do anything. Be first and inform them that the discount is only for 4 years.

A long time Spotify Premium user contacts us about an offer they received from Samsung after purchasing a phone. They're insisting that they should get 3 months of free Premium Time.

• Offer 3 months Premium Time to a loyal customer.

• Escalate to T3 if customer insists.

• Trial is only eligible for first timers.

• Help the customer get the offer from Samsung and follow Samsung 3-month intro offer guru.

• Take as a feature request.