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WorksheetsQuiz #2. Learning more about Disney Plus
Total questions: 15
Worksheet time: 8mins
How are you feeling today?
On fire!!!
I just want to sleep
I don't know what I'm doing here
I need my breakfast
What does the CAMP tool means?
Connect/Acknowledge/Magic/Personalize
Create/Acknowledge/Magic/Personalize
Connect/Acknowledge/Match/Personalize
Create/Acknowledge/Make/Personalize
What can you do if you don't find the customer's account in SNOW?
Do not create the incident
Type donald duck email address
Create the consumer
Make it up
How many chats can you receive at the same time?
1
2
3
4
How can you look up for a customer's account?
Email address
First and last name
Last four digits of CC
All of the above
What should you fill up in the work notes in a common interaction?
Reason / Resolution / Incident Number
Reason / Resolution / Personal information of the consumer
Reason / Resolution / Additional Info
None of the above
In a closing you have to mention..
Recap / Your name / Survey
Offer assistance / Survey
Survey / Recap / Offer assistance
Anything you want
When can we create a customer under Donald Duck email?
Minor is calling
CX doesn't want to provide email
CX just want to ask a quick question
CX doesn't have an account yet
Which one can be a verification piece
Email Address
Zip code
Last payment amount
All of the above
How do you close a case?
Fill Information and Close
Save and Close
Close and Save
Close
In outbound calls you should say..
Your name
You are calling from Disney +
Call is being recorded
All of the above
For email changes / cancellations / refund requests, you should ask for (a) pieces of information.
What do you have to include in the greeting?
Thank CX for calling
Introduce yourself
Ask how you can assist
All of the above
We always have to ask the CX where are they located
True
False
Dead air is when the CXA puts on hold the CX
True
False
