WorksheetsQuiz 8
Total questions: 10
Worksheet time: 10mins
In case customer installed and disabled we could transfer him/her to technical support normally upon his/her request
true
false
In case customer asked to know his user name and password and refused to be transferred to IVR, We can send it through
Matrix
BSS
Customer 360
In case customer denied his usage and asked to make counter complaint , Agent should send TT in case customer insists.
true
false
In case customer made more than one inquiry for the same phone number we will make
Sr per inquiry
TT
Add midway
In case there is a TT created and we found it after SLA we should
Create another TT
Add midway opinion and renew SLA + SR
Create SR + Renew same SLA
In case we found change speed request on BSS (Last 5 Orders ) is abnormal we should solve the problem through
Sitemap – Work Order dispatch
Re-create change offering again
Both answers are wrong
In case customer asked to be transferred to Team leader on spot and refused agent help we will
Transfer the call immediately
Create TT then transfer the call to team leader
Inform the customer to visit branch
In case customer refused the result of created concession we will
Transfer the call to team leader
Create TT with SLA 1 hour
Create TT with SLA 24 Hours
Which of the following requests customer could made through IVR:
Add Salfny service
Add extra quota
Billing and balance inquiry
All previous requests
If we found any case with no reference we should create
Inform customer to visit branch
complaint TT
individual cases TT
