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WorksheetsLogging Goodwill on Connex for OST
Total questions: 7
Worksheet time: 4mins
Goodwill is used to .....
Close cases without resolving them
Resolve every customer query/complaint
Retain a customers trust
Pay customers for poor service
Should every goodwill transaction over £50 be noted on Connex?
No
Yes
When do we discuss goodwill?
When we open a case
When resolving a case
Whenever, it doesn’t matter!
When the customer decides it’s appropriate
At what point must you seek advice from CAHO ( Customer Assurance Head Office)
Everytime you offer a customer a gesture of goodwill
At no point do you ever need to contact CAHO
Before offering any and every goodwill transaction over £1000
Before offering any and every goodwill transaction over £301
A call handler can approve up to .....
£100
£50
£75
£150
When completing the Case Outcome on Connex you would document the Goodwill amount under ...
Other Resolution Cost
Non Financial Resolution
Goodwill Allowance
If we have issued a damage allowance to a customer (that we can debit back from the supplier) this would be documented on the Case Outcome as a .....
Goodwill Allowance
Other Resolution Cost
Non-Financial Resolution
