Week 2 - Day 5 Quiz

You receive a message from a customer who is upset after paying over £100 for a product. They believe they lost access to key resources after using the code once. What is the best way to handle this situation?

• Apologize for the experience, reassure the customer, check their account for product activation, and explain how to access the resources.

• Tell the customer to try entering the code again since they might have done it wrong.

• Forward the email to your manager without replying.

• Tell the customer that once the code is used, there’s nothing more you can do.

You receive a message from a teacher who says their access code is invalid and they haven’t been able to activate their account. The error message includes “Login denied” or mentions that the account is blocked. You recognize that this issue is related to Cambridge Dictionary access. What is the most appropriate next step?

• Ask the teacher to purchase a new book with a different code.

• Apologize to the customer and reassign the ticket to Tech Support – CDO, the team responsible for Cambridge Dictionary access issues.

• Tell the teacher to try the code again later and wait for it to work.

• Close the ticket since it's not under your team’s responsibility.

A customer reports that their activation code is not working and believes it has already been used. Upon checking, you find that the code was successfully activated on a different account. What is the most appropriate response?

• Tell the customer to keep trying the code until it works.

• Inform the customer that the code has already been used on another account and recommend they contact their teacher for assistance if it was part of a class.

• Ask the customer to buy a new book to get a fresh code.

• Delete the ticket because the issue has already been resolved.

A customer says they cannot activate their Own It! 2 Student’s Book because the code was already used. You decide to provide a replacement code. What should you do next to ensure proper handling of the case?

• Give the replacement code and close the ticket immediately.

• Give the replacement code, request supporting documents (e.g., book photos, ISBN, proof of purchase, seller details), and report the issue to the ELT Product Quality team for further investigation.

• Tell the customer to return the book to the store.

• Tell the customer to wait for a few days and try activating the code again.

Which of the following statements is true regarding the Kid's Box New Generation British English Student's Digital Pack?

• The product includes an eBook that can be accessed through the Cambridge One Desktop App.

• The product’s Practice Extra and Learner Resources can only be accessed through the Cambridge One website, not the Desktop App.

• If the product does not appear in the Desktop App, it means the activation failed.

• All Cambridge One products are always available on the Desktop App.

Which component type can be accessed through the Cambridge One Desktop App?

• Learner resources and audio tracks

• Teacher guides and downloadable worksheet

• eBook components only

• All course resources including Practice Extra

The customer mentions their request is urgent. What is the best way to respond?

• Provide a vague response without any details
• Assure them that their request will be addressed next month
• Acknowledge the urgency and clearly explain next steps to resolve the issue

• Apologize for the urgency and suggest they contact support later

When checking if a product is activated on a customer’s account, what information should you review?

• Email address and product code history

• Customer's phone number

• Product warranty details

• Customer's purchase history

If the customer wants to access an eBook version of Kid's Box but their current product does not include one, what should you advise?

• Advise them to contact the bookstore where they purchased the product to inquire about an eBook version

• Suggest they wait for a future edition that may include the eBook
• Advise them to purchase a different product that includes the eBook
• Inform them that the eBook is only available in print format

Trivia Question:
What is the tiny plastic bit at the end of a shoelace called?

Bonus fact: Most people know what it is, but not what it’s called! 😄

• A lacepoint
• A shoetip
• A laceend
• An aglet