Day 2 Recap

1. Students and Educators will use which website to initiate contact with technical support?

• http://pearson.com

• http://247pearsoned.custhelp.com/

• http://support.pearson.com/getsupport/s/

• http://google.com

Which of the following is a true statement?

• Students make up about 15% of support volume

• Agents only do outbound calls when necessary to follow up with a customer

• Over 60% of annual volume occurs during three peak periods (Aug/Sep), (Jan/Feb), and (June/July)

As a support agent you will _________________

• Reach out to customers through the Pearson Support page

• Complete outbound calls when customers have completed the pre-call form

• Receive inbound calls and chats

• Be the first point of contact for customers seeking support for refunds

Customers will call for a variety of reasons including:

• Browser and computer settings

• Username and password issues

• Course registration and access code issues

• Course and content-related issues

Which among these browsers are not supported by Pearson:

• Safari

• Ubuntu

• Microsoft Edge

• Internet Explorer

What does URL stand for?

• Universal Resource Locator

• Uniform Resource Location

• Universal Resource Link

• Uniform Resource Locator

____________ a tiny little file that's stored on your computer. It contains the address of the website and information that your browser sends back to the website each time you visit a page there.

• Cache

• Browser

• Cookie

• Operating System

The error message, "I click on the link and a window opens, but it has an error instead of showing the content," is a good indication that they may have to ________

• Clear Cache and Cookies

• Add Trusted Sites

• Enable Pop-Up Blockers

A K-12 student contacted us to get help with his assignments with HiED Products. What should we do?

• Refer to their parents

• Refer to Instructor

• Assist, since they have HiED products

Who are your customers?

• K-12 students

• Educators

• Students

• Sales Representative