WorksheetsNH WAVE 13 - QUIZ 1
Total questions: 20
Worksheet time: 20mins
What will be the contact reason if the customer is willing to wait and it's already beyond with the promised delivery date and it's already in the logistics.
Where is my order? > Beyond delivery promise date > (Beyond) Willing to wait - parcel with Seller
Where is my order? > Within delivery promise date > (Within) Willing to wait - parcel with Seller
Where is my order? > Beyond delivery promise date > (Beyond) Willing to wait - parcel with Logistics
Where is my order? > Within delivery promise date > (Within) Willing to wait - parcel with Logistics
What will be the contact reason if the customer is unable to make a payment?
Lazada Wallet > Payments > Unable to make a payment
Lazada Wallet > Payments > Payment account is not visible
Lazada Wallet > Payments > How to pay using payment account
What will be the contact reason if the customer is having an issue to redeem/collect LazCoins?
Website & Mobile Application > Gamification/Cards/Rewards > Coin Issues
Website & Mobile Application > Gamification/Cards/Rewards > LazGames
Website & Mobile Application > Gamification/Cards/Rewards > Forgot Password
What will be the contact reason if the customer wants to remove subscription of Lazada newsletter?
Promotions, Vouchers & Deals > Newsletter > Unsubscribe
Promotions, Vouchers & Deals > Newsletter > Subscribe
Where should we escalate if the contact reason is related in Return Pick Up?
CSC_3PL SkyNet
CSC_BEST MY
CSC_LEX
CSC_JNT
What will be the correct department if the contact reason is about payment?
CSC_Alipay
CSC_Return_Center
CSC_Buying
PSC_CS Escalation
What are the details of the customer that we can search in the Customer Center?
Buyer ID
Phone Number
Email Address
Order Number
What will be the case status if we are waiting for the response of the customer?
PENDING
ON-HOLD
What will be the case status if we are waiting for the response of the relevant team?
PENDING
ON-HOLD
"S" in the SARC stands for?
Subject
Situation
What are the types of cases that we have in XSpace?
Normal Case
Parent Case
Child Case
What does SKU stand for?
Stock Keeping Unit
Stock Keeping Unique
What is the metric used in customer experience programs?
CSAT
NPS
AHT
SL
What is the goal score for CSAT?
85%
90%
95%
100%
Who is the Chief Executive Officer (Acting) in Lazada Malaysia?
Magnus Ekbom
Magnus Ekbum
When did Lazada start?
2011
2012
2013
2014
What is the correct department for escalation for international/cross-border sellers?
PSC_XB
PSC_CS Escalations
What is the correct department for escalation for local sellers?
PSC_XB
PSC_CS Escalations
Upon creation of the case, can we use internal terminologies for SUBJECT?
YES
NO
Which of the following is the correct email title if the concern of the customer is about Order Status?
Case Number 0123456789 Inquiry on Order Status 987654321
Inquiry on Order Status 987654321
Case Number 0123456789 Inquiry on Order Status
Case Number 0123456789 Inquiry on Order Status 987654321 - Customer Service Representative
