Quiz von Jake Johnson, erstellt am more than 1 year ago

This quiz must be passed with a score of 80% in order to complete the required Customer Service Agent training. Read every question carefully, and read all the answers before responding. Always pick the best answer(s) when promoted. This is an open-note quiz, but is timed!

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	Erstellt von Jake Johnson vor mehr als 8 Jahre

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Customer Service Training

Das ist ein zeitlich begrenztes Quiz.

Du hast 18 Minuten um die 25 Fragen in diesem Quiz zu beantworten.

Starte das Quiz

Frage 1 von 25

Customer Service Agents have one main goal. What is it?

Wähle eine der folgenden:

To ensure customer satisfaction while keeping company goals in mind.
To ensure customer satisfaction only, company goals do not matter at all.
To meet company goals in regards to development and profit.
To monitor company employees and ensure they are cared for and are disciplined.

Erklärung

Frage 2 von 25

Customer Service Agents are required to use which of the following to help customers?
[Select all that apply]

Wähle eine oder mehr der folgenden:

The Support Desk
Emails
The Community Forum
Social Media pages
Skype (IM)

Erklärung

Frage 3 von 25

The Operations Supervisor is the direct Customer Service Agent leader.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 4 von 25

The purpose of the "Introduction" stock action of the Help Desk is to:

Wähle eine der folgenden:

Close the support request
Welcome the client to the support request system and ensure them they will be assisted.
There is no Introduction stock action, it is called the "Welcome" stock action.
Greet the client each time you receive a reply from them in a single support request.

Erklärung

Frage 5 von 25

The Support Desk allows customers to create:

Wähle eine der folgenden:

Support requests
Support tickets
Support papers
Support questions

Erklärung

Frage 6 von 25

The Customer Service Department is separate from the Technical Support Department.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 7 von 25

Customer Service Agents may only give out a supervisor or managers company email address if a customer demands for it.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 8 von 25

Section 3.1 of SOPP discusses procedures on:

Wähle eine der folgenden:

Downtime and Network Problems
Hacking, Defacement and Unauthorized Security Breaches
Internal Death or Injury
Internal Leadership Corruption

Erklärung

Frage 9 von 25

The following should occur when a legal threat is made by a client:
[Select all that apply]

Wähle eine oder mehr der folgenden:

Nothing should be done, the threat should simply be ignored.
A supervisor or manager should be contacted.
A specific statement should be made, and then nothing else should be communicated.
The client should receive an immediate ban from the website and all web services.

Erklärung

Frage 10 von 25

There are three official steps taken when a hacking occurs. What are they?
[Select 3]

Wähle eine oder mehr der folgenden:

Isolating
Repairing
Dealing
Improving
Responding
Supporting

Erklärung

Frage 11 von 25

Palm Beach Games pays employees for prior work, even if they employee has died or has been critically injured and will not return to Palm Beach Games

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 12 von 25

When an employee is investigated and found to be corrupt, they receive the following punishment:

Wähle eine der folgenden:

It is entirely up to Human Resources, ranging from a warning to a termination.
Termination
Unpaid leave for a period of time.
Paid leave for a period of time.

Erklärung

Frage 13 von 25

Who investigates managers reported corrupt?
[Select all that apply]

Wähle eine oder mehr der folgenden:

Human Resorces
The Chief Executive Officer only
The Board of Directors
The General Manager only
The Legal Team

Erklärung

Frage 14 von 25

Policies change periodically, and new policies will be added at times. Policies changes will always be discussed with employees however.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 15 von 25

There are __ customer service policies.

Wähle eine der folgenden:

Erklärung

Frage 16 von 25

The following return would be allowed:

Sarah purchased a PC game from Palm Beach Games six days ago. This game requires validation with the PBGN to be playable. She played it two times, but decided she doesn't want it.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 17 von 25

Returns are not permitted for software that connected to the validation system more than __ times in a one week period.

Wähle eine der folgenden:

Erklärung

Frage 18 von 25

Returns hurt company profit.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 19 von 25

Who can allow a return valued over $50?
[Select all that apply]

Wähle eine oder mehr der folgenden:

A Customer Service Agent
The Customer Service Team Leader
The Operations Supervisor
The Human Resources Manager
The General Manager
The Chief Executive Officer
A Board of Directors member

Erklärung

Frage 20 von 25

Which statement is true about theft at Palm Beach Games?

Wähle eine der folgenden:

The Authorities will be contacted every time a theft occurs.
Employee theft will result in a month of unpaid leave.
Rewards may be offered for successful theft prevention.
Anti-theft systems will be placed on all Palm Beach Games products.

Erklärung

Frage 21 von 25

Select all that apply:

Wähle eine oder mehr der folgenden:

All sales must be ethical and in accordance with Section 4.9 at Palm Beach Games.
Prices must be approved by majority vote between upper management and the products development team.
Palm Beach Games will allow special promotions from time to time.
Palm Beach Games will not sell items for less than $5 or more than $99
Palm Beach Games will not obey sales tax laws.

Erklärung

Frage 22 von 25

Palm Beach Games will remain an honest business with honest employees in accordance with the legal section.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 23 von 25

All assets of Palm Beach Games will be used during the event of legal matters in an efficient and intelligent manner.

Wähle eins der folgenden:

WAHR
FALSCH

Erklärung

Frage 24 von 25

Which statement is FALSE regarding the Palm Beach Games privacy policy?

Wähle eine der folgenden:

Palm Beach Games collects some confidential information from viewers and customers alike. This information is sensitive and must remain confidential. It should be disclosed to other employees on a needed basis only.
Palm Beach Games may collect and store the following without permission from viewers and customers: IPv4 address, IPv6 address, MAC address, user agent, HTTP referrer.
Palm Beach Games uses CloudFlare as protection against network attacks, and as a result is forced to share some essential information with CloudFlare.
Palm Beach Games is not required to remove user accounts and information from system backup files, but in the event a backup is used, customers will be notified of the situation and may re-request user account and information be removed again.
Palm Beach Games handles internal affairs with several third parties, and information regarding internal affairs can only to these third parties.

Erklärung

Frage 25 von 25

Alerts to the viewers and customers should be kept professional and must include necessary information that directly impacts the viewers and customers. Additional information may be disclosed if decided upon by management.

Wähle eins der folgenden:

WAHR
FALSCH

This quiz must be passed with a score of 80% in order to complete the required Customer Service Agent training. Read every question carefully, and read all the answers before responding. Always pick the best answer(s) when promoted. This is an open-note quiz, but is timed!

Customer Service Training

Frage 1 von 25

Customer Service Agents have one main goal. What is it?

Wähle eine der folgenden:

Erklärung

Frage 2 von 25

Customer Service Agents are required to use which of the following to help customers? [Select all that apply]

Wähle eine oder mehr der folgenden:

Erklärung

Frage 3 von 25

The Operations Supervisor is the direct Customer Service Agent leader.

Wähle eins der folgenden:

Erklärung

Frage 4 von 25

The purpose of the "Introduction" stock action of the Help Desk is to:

Wähle eine der folgenden:

Erklärung

Frage 5 von 25

The Support Desk allows customers to create:

Wähle eine der folgenden:

Erklärung

Frage 6 von 25

The Customer Service Department is separate from the Technical Support Department.

Wähle eins der folgenden:

Erklärung

Frage 7 von 25

Customer Service Agents may only give out a supervisor or managers company email address if a customer demands for it.

Wähle eins der folgenden:

Erklärung

Frage 8 von 25

Section 3.1 of SOPP discusses procedures on:

Wähle eine der folgenden:

Erklärung

Frage 9 von 25

The following should occur when a legal threat is made by a client: [Select all that apply]

Wähle eine oder mehr der folgenden:

Erklärung

Frage 10 von 25

There are three official steps taken when a hacking occurs. What are they? [Select 3]

Wähle eine oder mehr der folgenden:

Erklärung

Frage 11 von 25

Palm Beach Games pays employees for prior work, even if they employee has died or has been critically injured and will not return to Palm Beach Games

Wähle eins der folgenden:

Erklärung

Frage 12 von 25

When an employee is investigated and found to be corrupt, they receive the following punishment:

Wähle eine der folgenden:

Erklärung

Frage 13 von 25

Who investigates managers reported corrupt? [Select all that apply]

Wähle eine oder mehr der folgenden:

Erklärung

Frage 14 von 25

Policies change periodically, and new policies will be added at times. Policies changes will always be discussed with employees however.

Wähle eins der folgenden:

Erklärung

Frage 15 von 25

There are __ customer service policies.

Wähle eine der folgenden:

Erklärung

Frage 16 von 25

The following return would be allowed: Sarah purchased a PC game from Palm Beach Games six days ago. This game requires validation with the PBGN to be playable. She played it two times, but decided she doesn't want it.

Wähle eins der folgenden:

Erklärung

Frage 17 von 25

Returns are not permitted for software that connected to the validation system more than __ times in a one week period.

Wähle eine der folgenden:

Erklärung

Frage 18 von 25

Returns hurt company profit.

Wähle eins der folgenden:

Erklärung

Frage 19 von 25

Who can allow a return valued over $50? [Select all that apply]

Wähle eine oder mehr der folgenden:

Erklärung

Frage 20 von 25

Which statement is true about theft at Palm Beach Games?

Customer Service Agents are required to use which of the following to help customers?
[Select all that apply]

The following should occur when a legal threat is made by a client:
[Select all that apply]

There are three official steps taken when a hacking occurs. What are they?
[Select 3]

Who investigates managers reported corrupt?
[Select all that apply]

The following return would be allowed:

Sarah purchased a PC game from Palm Beach Games six days ago. This game requires validation with the PBGN to be playable. She played it two times, but decided she doesn't want it.

Who can allow a return valued over $50?
[Select all that apply]