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WorksheetsTonik Customer Support Quiz
Total questions: 20
Worksheet time: 3mins
Client lost their phone and wants to change their number. Ano ang tamang action?
Help them do self-service update
Escalate to STM via TG Support Hub
Tell them to reinstall Tonik
Ask them to wait 24 hours
Client can open Tonik app + receives OTP + locked out. What should you do?
Escalate agad
Ask them to reinstall
Proceed with Self-Service Account Reopening
Tell them to create a new account
Client can’t receive calls from Tonik Customer Care. Unang i-check?
Phone storage
Call barring / call blocking settings
WiFi
App version
Face scan keeps failing. Client looks at screen, not camera. Ano sasabihin mo?
“Blink fast po.”
“Skip natin to.”
“Shake niyo phone niyo.”
“Look at the camera po, hindi sa screen.”
OTP still not received kahit may signal. What’s the next best solution?
Try Email OTP after 90 seconds
Restart phone
Reinstall Tonik app
Escalate agad
Client sees the ‘This breaks our heart’ screen. Ano ibig sabihin?
Poor lighting
Wrong password
Duplicate / existing Tonik account detected
Weak signal
Client forgot old Tonik account but still active ang old number. What to do?
Tell them to create a new one
Do Self-Service Account Reopening
Clear cache
Tell them to wait
Customer wants number change “kasi gusto ko lang.” What should you ask first?
“May load ka ba?”
“Sure ka ba?”
“Anong network yan?”
“Nabubuksan mo pa ba Tonik app mo?”
No “Reopen Account” prompt is showing kahit eligible dapat. Correct action?
Escalate to STM
Restart the phone
Try again later
Reinstall app
When should number-change request be escalated?
Kapag nagmamadali client
Gusto lang niya
Lost SIM / inactive number / no OTP access
Hindi niya feel yung old number
Client denies having old account but TBOH shows. What should you do?
Tell them to try again
Ask if active pa old number nila
Skip face scan
Escalate agad
For Self-Service Number Update, ano ang requirement?
Must be using WiFi
Must reinstall Tonik
Must use new phone
Must receive OTP (old number or email OTP)
Clearing cache is part of what process?
Face scan
Account reopening
Basic troubleshooting
Email OTP
Face scan keeps failing because the customer is wearing a cap and glasses. What do you advise?
Continue scanning
Remove cap and glasses
Change phone
Skip selfie
Customer wants number update but cannot open Tonik app. What should you do?
Guide self-service
Raise to STM via TG Support Hub
Ask them to wait 24 hours
Restart phone
App crashes repeatedly during login. What’s the FIRST thing to do?
Create new account
Escalate agad
Force stop + clear cache
Try another phone
Customer asks: “Pwede ba ako gumawa ng bagong Tonik account?” When is this allowed?
Always
Only if walang existing/duplicate account detected
Never
Pag ayaw niya i-recover old account
Client wants to update their number. Nakaka-open siya ng app pero hindi rin pumapasok Email OTP. Ano next best step?
Sabihin hintayin nila buong araw
Sabihin bumalik tomorrow
I-check kung tama at active yung registered email nila
Escalate agad
Stuck ang customer sa face scan — hindi nagge-green yung circle kahit maliwanag. Ano pinaka-likely na reason?
Hindi naka-center sa frame yung mukha niya
Mabagal internet
Duplicate account detection
Puno storage
Ano ang TBOH?
This Breaks Our Heart
This Becomes Our Heartbreak
They Break Our Heart
The Breaking Of Heart
