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WorksheetsNoom | Day 4 - Service request
Total questions: 17
Worksheet time: 20mins
Who can rewind a user's curriculum?
Support Team
Goal Specialist
User
If the user cancels his subscription, how long does the information remain on the system?
4 Days
30 days
gets deleted immediately
6 days
If a customer requests to remove his/her e-mail address from the mailing list, you...
Tap the clipboard and fix info there
Send him the instructions on how to do it by themselves (unsubscribe)
Delete the e-mail from the customer's information
Sebastian canceled his trial and has been using the free version of the app and is wondering why his friend still has access to the Goal Specialist and he doesn't, Why?
Because Sebastian is using the free option, and his friend has the premium version
Because Sebastian is using the mobile app instead of the computer
Because for iOS cannot see the goal specialist
How can you access to Supportal?
By using iTunes
Only Web (noom.com) users can do it from a computer
no one can do it
Only the users with the most updated app version can access to it.
If the User has an active iTunes subscription but she is requesting us to delete her data. How do you respond?
Let them know that we will be able to delete the info until his iTunes subscription expires (+4 days)
Deleting his info.
Asking them to go to the website, and delete it by themselves.
What would you do If a User has B2B in Supportland?
Assist the customer Normally
Assign to Enterprise
escalate to Level 2
Nothing, just go to the other one.
If you receive a ticket with a TXT file and only has phone number as info, what would you do?
Open the .txt attachment and answer it like normal, letting them know we need to locate their account before we're able to assist. (Macro: Can't find user information)
Open the ticket and assist the customer
Flag it as suspicious
Assign to Level 2
If a customer is requesting for you to change her/his registered email address. Which of the following steps should you do? (Hint, there are 3 steps)
Tap the clipboard at the top of SupportLand.
Choose and fill Martha's UPID.
Choose user's correct access code from the drop down menu.
Adjust the email by copying and pasting exactly what the user typed.
Add the additional email user has requested.
Which of the following is listed in SupportLand once a user subscribes and sets up their account?
The customer's picture and age
The customer's Access Code.
The customer's payment method.
The customer's Add-on purchases. (If purchased)
The device the customer installed the app on.
We receive a message from a company looking to check the employment status of a Noom coach. We should reply by saying
We are not able to provide personal information so they need to reach out to the coach directly.
Tell them to contact Ronnie.
Send the Service Requests:: Employment verification macro, to tell them how to contact HR.
Give them the clientservices@noom.com email address for more information.
Cindy has logged into Noom from her smartphone and iPad because she wants to read the daily articles from a bigger screen, however, she has now lost all her data. Why is that?
Noom is not supported for Apple devices.
Cindy didn't sync Noom on her two devices and consequently lost her data.
Cindy has to pay a fee if she wants to use any additional devices.
Logging in from more than one device can cause your program to reset, resulting in full, unrecoverable data.
Repeating: Alvin was originally using an Android device and wants to know how to transfer his data to his new iPhone. What would you reply to Alvin?
Let Alvin know that data does not transfer between Android and iOS. He will start from the beginning of the program and can ask his Goal Specialist to move his curriculum forward to where he left off.
Send Alvin the link to install the app on his iPhone and log in to pick up where he left off.
Tell Alvin we do not have a version of the program for iOS.
Explain to Alvin that he will need to cancel his subscription and sign up again to log into the app.
Mario is a senior customer who has forgotten his password. We can help him by assigning a new password for him since he doesn't know how to do it by himself and it's a quick task.
True
FALSE!!!
Gali has been active on Noom and is now getting a blank white screen when she tries to open articles. What is the correct ticket form for this request?
Service Request
Technical Issues
Luis signed up for a subscription using Facebook and wants to change his card information before the end of his trial. How should you reply to Mark?
Change Luis' authentication method to email and password. Let him know we made the change and give him the password reset link as well as the link to access Supportal to update his card information.
Tell Luis to contact Facebook to ask about the next steps.
Send Luis the link to Supportal so he can change his card information.
Ask Luis for his new card number so we can change the billing information for him.
Amanda messages us to say she doesn’t feel she is getting enough calories throughout the day and wants to set a lower weight goal. Are we able to help her?
Yes, we can tell Amanda how to adjust her weight goal and weight loss plan intensity speed through the app.(send the macros for this instruction)
No, Amanda needs to ask her goal specialist how to adjust her diet for successful weight loss...
