WorksheetsAdvisor Guru Training
Total questions: 12
Worksheet time: 11mins
How would you rate your technical ability when helping customer queries?
None at all, I always need help
Limited, I struggle with most issues
Enough to get by, I can deal with some basic issues
Pretty good, I attempt most issues and can learn if I'm not sure
Excellent, I can handle any customer issue in my control
Setting up customer's devices is the responsibility of...
(a)
When using MCE, if an iPhone to iPhone transfer fails what should you do?
Restart the laptop, phone and try again
Book the customer a Guru appointment
Tell the customer to use iCloud themselves
If using migration, try using standard transfer instead
If a customer cannot receive emails on their phone when they used to be able to, what is the most likely reason?
Password is wrong or needs updating
Their email settings are wrong
Their email provider has an issue
Their software needs updating
A customer with an iPhone says they keep getting a low storage message. What is the most likely issue they have?
Their iCloud is full
They have too many apps on their phone
The phone needs an update
Their storage is too small and they need an upgrade
Which of these are the most common technical query question you hear in store?
Emails
Storage
Battery
Signal
Hardware fault
Storage issues on Samsung J series phones are best fixed by...
Deleting all the customers photos
Uninstalling app updates and disabling unused apps
Resetting the phone to factory settings
Discuss upgrading the customer to a higher storage device
A lot of customer signal issues (dropping calls, poor audio quality, messages not sending) can be resolved by completing a...
(a)
What is most important when a customer gets their new device?
Showing them all the new functions of their device that their old one didn't have
Telling them how to make a call and send texts and setting the device into easy mode
Establishing their immediate needs of what they need their phone to do and what they are unsure of
Letting them take it away and learn themselves
For customers who have a disability or need additional help when contacting O2, what is the name of the service can we offer them?
(a)
When a parent is buying an Android phone for their kids, what should you advise and help set up (if needed) to ensure they keep their device secure online?
Setting up a kids account and linking to their parents account
Age restrictions on their account
Installing Net Aware on the child's phone
Setting up Qustodio on both parent and kids phones
What customer request do you struggle with the most? (Choose the most common if several)
