Quiz 8

Quiz 8

Professional Development

10 Qs

quiz-placeholder

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Quiz 8

Quiz 8

Assessment

Quiz

Other

Professional Development

Hard

Created by

Kholoudsaeed Ahmed

Used 3+ times

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10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

In case customer installed and disabled we could transfer him/her to technical support normally upon his/her request

true

false

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

In case customer denied his usage and asked to make counter complaint , Agent should send TT in case customer insists.

true

false

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

In case customer made more than one inquiry for the same phone number we will make

Sr per inquiry

TT

Add midway

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

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