May Management Quiz

When a customer contacts you for a multi-order return and you need to create several cases at the same time (one per order), what is the first step you should take?

• Open several cases manually and enter each order number in them.

• Select the case category and subcategory to enter the return request ID and continue with the process.

• Add the return request ID to the case comments.

Is it currently possible to automatically copy an existing return request and edit all fields instead of creating a new case?

• No, you can only duplicate a request that is identical to the existing one.

• Yes, from the original return request window.

• Yes, from the order window.

How do you add a SKU in a case?

• It can only be added manually, by copying and pasting.

• It is added by the customer.

• You can add it manually or select it from a list if the case has already been assigned an order ID.

How do you know if an item from an order has been managed as extra online?

• By going to the order window, in the “Returns” tab and checking the Excess Stock Online column.

• By searching manually using the Excess Stock Online search engine.

• Both are correct.

If you receive a chat in a different language from the chat queue you are managing, can you redirect it to the queue for the correct language?

• No, this is technically impossible.

• Yes. By clicking QUEUE REDIRECT you can send the chat to the queue for the languages and markets assigned to you.

• No, close the chat and wait for the customer to contact again in the right language.

In an OLD CASE, how often do you have to update a customer if you have already sent them 3 holding messages every 48 hours?

• You would still have to update them every 48 hours until the case is solved.

• If you have sent 3 holding messages every 48 hours to customers and the case is still under review, the customers must be updated every 72 hours.

• Only notify the customer when there is a solution.

In the WA channel, when a customer contacts us in another language and the agent does not have this language recognised, what should the agent do?

• The agent must offer the customer the option to contact us using the chat queue of the preferred language or, if they prefer, ask for their contact details so an agent can contact them in their language.

• The agent will directly offer the customer the option for an agent to contact them in their preferred language.

• The agent can tell the customer that they must contact us by chat using the correct queue and close the WA.

When should a customer be asked if they want to remain verified for any future contacts?

• When the DPA has been passed manually as the customer contacts us without being logged in or through a channel that does not support automatic verification.

• When the customer is automatically verified as they are logged in and contact us through a channel that supports verification.

• Both answers are correct.

If a customer contacts us via chat without logging in, what order of actions is required in terms of Data Protection?

• The agent must pass the DPA, deal with the customer’s query and, at the end of the conversation, ask if the customer wants to remain verified for future contacts.

• The agent must pass the DPA, ask the customer if they want to remain verified for future contacts and then deal with the customer’s query.

• Deal with the customer’s query directly as the customer is automatically verified.

If a customer contacts us through the Voice channel and the contact is automatically verified, how can an agent know if the customer wants to remain verified for future contacts?

• The agent must check the comments in the MOCA contact window to see if this customer has previously indicated that they do not want to be verified. If this is the case, the agent must remove the verification.

• There is no way of knowing.

• Agents must always ask customers if they want to remain verified for future contacts.