Stubhub Quiz

When it is appropriate to express empathy?​​

• Anytime a customer expresses emotion, frustration, disappointment, anger, excitement, etc.

• Whenever the customer is upset

• In every single call

• When there is nothing else to do

What is empathy?

• Cry with my customer on the phone

• Being accountable, proactive, and solution-oriented

• The ability to sense other people’s emotions and imagine what someone else might be thinking

  or feeling

• When you share the feelings of another

How do you think expressing empathy will affect your contacts? (Select all the applicable)

• De-escalate emotionally.

• Customer will more readily accept your solutions

• Will lower your AHT and improve

  your CSAT

• I can easily find a solution to the scenario

What is Ownership? 

• Taking initiative and following our support's instructions to ensure we are providing a first-contact resolution to our customers

• Taking initiative and following our hunches to ensure we are providing a first-contact resolution to our customers

• Taking initiative and following our guidelines to ensure we are providing a first-contact resolution to our customers

T/F Can customer place orders as a guest?

• True

• False

This is a variation of the mobile transfer. The seller will upload a unique link that

allows buyers to download the tickets on their mobile devices to enter the venue.

• E-ticket URL

• AXS (Flash) Seat

• I am not sure, I was not paying attention

• I will place you on hold. One second

Is QR code integrated or not?

• Yes

• No

Select all the applicable teams available to support us

• Social Media

• The Watch

• Seller Risk

• Buyer Fraud

Bianca placed an order by mistake and she wants to cancel it. What you should do?

• Escalate the call to buyers and sellers team

• Inform about our FPG benefit

• Inform about the re-listing option and walk the customer through the process

• Suggest to call Viagogo