Refund Guideline

Refund Guideline

Vocational training

10 Qs

quiz-placeholder

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Refund Guideline

Refund Guideline

Assessment

Quiz

Professional Development

Vocational training

Easy

Created by

Chuah Yanyee

Used 5+ times

FREE Resource

10 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

3 mins • 1 pt

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

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

Media Image

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

Media Image
  1. Customer’s result or grade (officially by uni)

  2. 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

Media Image

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

Media Image
  • 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

Media Image

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

Media Image

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

Media Image

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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