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WorksheetsBuzzfeed WE 0123
Total questions: 10
Worksheet time: 50mins
ATT is having issues with teir website and they are offering 6 months free premium for an ind account
How will you handle this?
Inform customer to contact partner subscription since they will be giving the best support for this.
Inform customer that offer is no long available.
Inform customer that they are not eligible for the trial.
Inform customer to try using a different browser or in an incognito window.
Good afternoon,
I have a premium subscription with you and cannot download any music.
I have a new phone and uninstall the app and install it again.Thought this
would may help.
Still, I cannot download anything.
Please advise.
Thank you
Mrs P* P******O
08******39
How should we handle this?
GS3 via HD to have the details added to the ticket
Gather information about customer's account.
Reply with [Live issue:Still investigating] article.
Perform basic troubleshooting steps
What's the Guru card link for Question 2?
(a)
The Discover Weekly was one of my favorite features when I first joined Spotify and it was a primary reason I signed up for a paid account. I wanted to support the good work it seemed like you were doing after the promise of Pandora fell flat with repeats showing up constantly.
I emailed Spotify support in July of 2020 to complain about how lousy the Discover Weekly had become. The unending repeats, the bizarre insistence on including various Grateful Dead side projects when I have liked or listened to zero of that type of music. This week you've really outdone yourselves in that my 'custom' mix this week is the exact mix from last week. Not just similar, but it's the same exact mix even though the timestamp is correct for a new mix (3 days ago currently). When are you guys going to put some
effort in to this?
When I wrote in July, I was greeted with some really generic support responses such as:
"We hope you’ll continue to use it and find it gets better in the future. We'll be sure to let the right folks know about this." but also this totally nonsensical suggestion:
"As another option, what we can suggest is to create new account and we'll transfer your music and playlists to the new one so you can start fresh and
on clean slate."
No more repeats in the Discover Weekly! I've had some songs show up over and over in the DW. Once should be it. If I don't actively 'like' it, don't show it to me again (and again). I've had four versions of *I Walk On Guilded Splinters *show up in my DW, and though I've liked none of them, they just keep on coming. Or if I need to take action on a song in order for you to not show it to me, then give me a third option such as 'dismiss and never show me this song again'. There are many songs I don't like so much that I want them in my 'liked' songs, but I also don't dislike them so much that I want to dismiss them in a way that influences future DW mixes. I've been given The Fugs *CIA Man *close to a half dozen times. I'm not saying I hate it, but for the love of god, stop suggesting it!
And now the real head scratcher, my wife's Discover Weekly (we are linked by a common Spotify family plan) seems to be heavy on tracks that have been recently either in my DW or songs I've liked, though our music tastes are very different. Why is my music influencing my wife's DW? We never listen to music through the other person's account, so why would this be happening?
What Guru card link should you use?
(a)
How should we handle Question 4?
Let's perform applicable TS procedures if it take longer than 3 hours.
For more info on Discover Weekly, you can refer them to our support site.
Reply with [Live issue:Still investigating] article.
Close as 'Investigating'.
This is ridiculous as I can’t comprehend why you can’t change it back to my original email which you have on your records and I am responding to you with it.
There’s no number. I don’t want to use my username as it may go to the email you said has been changed to
How should we handle this?
Empathize and tell the customer why we're asking those details and assure that we won't be getting the full card number.
Empathize and provide steps on how to change the email address on the account.
Empathize and tell the customer that we need to send us an email using the original email address registered on the account.
Empathize and have the customer new account since she can't verify the details.
Do you mean that I have 2 email accounts on spıtify and thats the reason why ı am charged twice?
But ı didnt open 2 accounts how is it possible? Can it be because ı changed my cellphone in the past?
I dont want family package , ı want to continue with indvdual premium account cheaper one.
Are you going to pay back the money as ı have been chargeed twice a month in vain for 2 years.
How should you handle this?
Refund all the payment since customer same last 4 digits of the card.
Transfer to GS2
Tell them that we can only refund most recent payment
escalate to GS3
Inform the customer that it's possible that he created a new account.
I need to update my payment details but every time I click on Update Details, it says 'failed.' I got a new debit card recently and had to change all my accounts. I changed it already through Apple / iTunes but it's not working for Spotify. I need my Premium :) Please help me sort this out, ASAP. I'm leading a Zoom workshop tomorrow and I'll be sharing my Spotify music with everyone and need to make sure it'll be smooth.
Thank you,
How should you handle this?
Direct the customer to Apple to cancel their Apple subscription
Check for secondary accounts
Credit their account with a 12-month Premium code straight away
Reply with iTunes failed payment article.
Reply with Can I use Spotify at my business or school? article.
What Guru card link should you use for Question 8?
(a)
When getting errors "You don't have required access level" when performing Account Transfer, how should you handle this?
Reach out to HD and request to proceed with the account followers transfer.
Reach out to local TL/QA and request to proceed with the account followers transfer.
This is an intended behavior. GS1 advisors shouldn't be transferring only followers. They should use the account transfer tool as intended to transfer everything.
This has been fixed. GS1 reps should have no issues transferring account followers.
