Which are the valid reasons for refund cases ?
Can select multiple answer
Refund Guideline

Quiz
•
Professional Development
•
Vocational training
•
Easy
Chuah Yanyee
Used 5+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE SELECT QUESTION
3 mins • 1 pt
Failed due to assignment quality
Failed due to we unable deliver on the actual date
The task result under client expectation
Unable to deliver on the actual due date
Answer explanation
Only 3 valid reasons for refund case
2.
OPEN ENDED QUESTION
3 mins • 1 pt
What proof is required to run the validation step for every refund case ?
Evaluate responses using AI:
OFF
Answer explanation
Customer’s result or grade (officially by uni)
Our deliver date and client’s submission date
3.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
If a customer's task failed due to a quality issue and it is valid reason,
under which level of customer anger do we approve a 100% refund?
3
4
5
2
Answer explanation
For level 4 customer, they will start to make fuss / threaten us.
We will try 2 attempt to offer the 2 options then only proceed to agree with 100 % refund
4.
OPEN ENDED QUESTION
3 mins • 1 pt
What are the two options we will offer to
a customer who rejects our offer, insists on a refund, and shows signs of anger?
Evaluate responses using AI:
OFF
Answer explanation
Keep it as credit balance (Full compensation) + Rebates RM50
Partially Refund 50 %
5.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
For redo case, the task need to requote, which department you will need to assign to ?
OP - Operation Team
CS - Sales Team
Finance
ASD handle
Answer explanation
When the task required to requote.
CS will need to re quote client to update on the new task
Same task & No top up assign to OP
6.
OPEN ENDED QUESTION
3 mins • 1 pt
What are the steps to follow if we are unable to deliver on the scheduled date?
Please list out them from A to Z (Client agree and disagree scenario)
Evaluate responses using AI:
OFF
Answer explanation
Ask for extention
If client agreed
Appreciate customer for their understanding
Tag OP and inform OP that client agree to extend
Inform OP to update the remark in sleek flow and sales enquiry
If client declined
Apologies to customer and hold customer
Escalate to OP to decide the next step
Follow the advice by OP
escalate to OP to decide whether possible to complete before due date
If not possible, then ask OP to advice what method ASD should follow to address the issue
7.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
When providing a solution, how many attempts should we ask the customer?
2
3
1
4
Answer explanation
When comes to offer a solution, try 2 attempts to ask customer
Customer might consider again when you offer second attempts
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