Agent Role and Big Picture
Quiz
•
Other
•
University - Professional Development
•
Medium
Rochelle Miole
Used 96+ times
FREE Resource
11 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
20 sec • 1 pt
What are the two Peak Seasons that we have?
Aug/Sep
Sep/Oct
Jan/Feb
Feb/Mar
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Customers reach out to us through the _______ page.
Pearson Support
Chat
Pre-K12
3.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
Who are your customers?
Students
Educators
Sales Clerk from Amazon
Sales Representatives
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Why customers contact us?
Browser and computer settings
Computer Hardware Issues
Course registration and access code issues
Username and password issues
Course and content-related issues
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
What is the correct link for our Pearson Support site?
https://mlm.pearson.com/global/
https://www.pearson.com/us/higher-education.html
https://support.pearson.com/getsupport/s/
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When Tier 1 cannot resolve a customer’s issue, they can escalate the case to _______ Support.
Tier 2
Tier 3
Tier 4
Tier 2.5
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
True o False
Tier 2 agents are usually more tenured agents, with additional training and access to different tools to try and assist in resolving the case.
True
False
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