WorksheetsSecurity Verification
Total questions: 15
Worksheet time: 8mins
What is the policy we follow for the phone account security-Name?
Policy: Account Security / Phone / Verify / Name on the Account
Policy: Account Security / Phone / Verification / Name
Policy: Account Security / Phones / Verify / Name
Policy: Account Security / Phone / Verify / Name
What is the policy we follow for the phone account security-Email?
Policy: Account Security / Phone / Verify / EMAIL
Policy: Account Security / Phone / Verification / E-Mail
Policy: Account Security / Phone / Verify / E-Mail
Policy: Account Security / Phones / Verify / E-Mail
Name on the Account: Ani Batumbakal Jr.
Customer Provided: Ani Batumbakal
Do we accept this?
Yes.
No
Name on the Account: William Revillame
Customer Provided: Will Revill
Do we accept this?
Yes
No
Name on the Account: FPJ Probinsyano
Customer Provided: Fernando Poe Junior Probinsyano
Do we accept this?
Yes
No
Name on the Account: Julia and Bea Anderson
Customer Provided: Bea Anderson
Do we accept this?
Yes
No
For e-mail that has a discrepancy after the @ sign. What do we do?
We walk the customer through their Amazon online account.
Seek approval from TM/TL.
E-mail address has a discrepancy before the @ sign. What do we do?
We walk through the customer to their Amazon online account.
We seek approval from TM/TL.
Email on the account: riosanti@outlook.uk
Customer provided: riosanti@yahoo.uk
Do we accept this?
Yes
No
The customer is insisting that the e-mail he gave is correct. What's the best response to the customer?
Your e-mail is incorrect. Can you just check again?
I'm sorry, customer. Please call us back.
I can walk you through to your online account.
I'll transfer you to retail to change your e-mail instead.
Please complete the statement for an Outbound Call.
Before we get started, I want to let you know that this call may be _______ and recorded for training purposes
audited
deleted
adjusted
monitored
We create a follow-up ONLY when _________________?
call is unresolved.
you felt that it's the best option.
customer requested for it.
the customer is frustrated.
If the call requires a Manual Verification, what do we need to ask from the Account Holder?
Full Name of the Caller, E-mail, Billing Address
Full Name on the Account, E-mail, Shipping Address
Full Name on the Account, E-mail, Billing Address
Full Name on the Account, Credit Card details, Billing Address
You received a call with an Unauthenticated ScreenPop. What else do you need to verify from the account?
Name on the Account, E-mail, Biling Addsres
Name on the Account, E-mail, Biling Address
Name on the Account, E-mail, Billing Address
Name on the Account, E-mail, Shipping Address
Since you will be handling SDS concerns, SDS stands for?
Shipping and Delivery Shipment
Shipment and Delivery Support
Shipping and Driver Support
Shipping and Delivery Support
