Quiz
Customer Service Training
This quiz has a time limit, so it opens in the usual player.
Questions in this quiz (25)
1Customer Service Agents have one main goal. What is it?
- ATo ensure customer satisfaction while keeping company goals in mind.
- BTo ensure customer satisfaction only, company goals do not matter at all.
- CTo meet company goals in regards to development and profit.
- DTo monitor company employees and ensure they are cared for and are disciplined.
2Customer Service Agents are required to use which of the following to help customers?
[Select all that apply]- AThe Support Desk
- BEmails
- CThe Community Forum
- DSocial Media pages
- ESkype (IM)
3The Operations Supervisor is the direct Customer Service Agent leader.
- ATrue
- BFalse
4The purpose of the "Introduction" stock action of the Help Desk is to:
- AClose the support request
- BWelcome the client to the support request system and ensure them they will be assisted.
- CThere is no Introduction stock action, it is called the "Welcome" stock action.
- DGreet the client each time you receive a reply from them in a single support request.
5The Support Desk allows customers to create:
- ASupport requests
- BSupport tickets
- CSupport papers
- DSupport questions
6The Customer Service Department is separate from the Technical Support Department.
- ATrue
- BFalse
7Customer Service Agents may only give out a supervisor or managers company email address if a customer demands for it.
- ATrue
- BFalse
8Section 3.1 of SOPP discusses procedures on:
- ADowntime and Network Problems
- BHacking, Defacement and Unauthorized Security Breaches
- CInternal Death or Injury
- DInternal Leadership Corruption
9The following should occur when a legal threat is made by a client:
[Select all that apply]- ANothing should be done, the threat should simply be ignored.
- BA supervisor or manager should be contacted.
- CA specific statement should be made, and then nothing else should be communicated.
- DThe client should receive an immediate ban from the website and all web services.
10There are three official steps taken when a hacking occurs. What are they?
[Select 3]- AIsolating
- BRepairing
- CDealing
- DImproving
- EResponding
- FSupporting
11Palm 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
- ATrue
- BFalse
12When an employee is investigated and found to be corrupt, they receive the following punishment:
- AIt is entirely up to Human Resources, ranging from a warning to a termination.
- BTermination
- CUnpaid leave for a period of time.
- DPaid leave for a period of time.
13Who investigates managers reported corrupt?
[Select all that apply]- AHuman Resorces
- BThe Chief Executive Officer only
- CThe Board of Directors
- DThe General Manager only
- EThe Legal Team
14Policies change periodically, and new policies will be added at times. Policies changes will always be discussed with employees however.
- ATrue
- BFalse
15There are __ customer service policies.
- A3
- B4
- C6
- D15
16The 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.- ATrue
- BFalse
17Returns are not permitted for software that connected to the validation system more than __ times in a one week period.
- A5
- B10
- C12
- D25
- E50
- F3
18Returns hurt company profit.
- ATrue
- BFalse
19Who can allow a return valued over $50?
[Select all that apply]- AA Customer Service Agent
- BThe Customer Service Team Leader
- CThe Operations Supervisor
- DThe Human Resources Manager
- EThe General Manager
- FThe Chief Executive Officer
- GA Board of Directors member
20Which statement is true about theft at Palm Beach Games?
- AThe Authorities will be contacted every time a theft occurs.
- BEmployee theft will result in a month of unpaid leave.
- CRewards may be offered for successful theft prevention.
- DAnti-theft systems will be placed on all Palm Beach Games products.
21Select all that apply:
- AAll sales must be ethical and in accordance with Section 4.9 at Palm Beach Games.
- BPrices must be approved by majority vote between upper management and the products development team.
- CPalm Beach Games will allow special promotions from time to time.
- DPalm Beach Games will not sell items for less than $5 or more than $99
- EPalm Beach Games will not obey sales tax laws.
22Palm Beach Games will remain an honest business with honest employees in accordance with the legal section.
- ATrue
- BFalse
23All assets of Palm Beach Games will be used during the event of legal matters in an efficient and intelligent manner.
- ATrue
- BFalse
24Which statement is FALSE regarding the Palm Beach Games privacy policy?
- APalm 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.
- BPalm Beach Games may collect and store the following without permission from viewers and customers: IPv4 address, IPv6 address, MAC address, user agent, HTTP referrer.
- CPalm Beach Games uses CloudFlare as protection against network attacks, and as a result is forced to share some essential information with CloudFlare.
- DPalm 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.
- EPalm Beach Games handles internal affairs with several third parties, and information regarding internal affairs can only to these third parties.
25Alerts 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.
- ATrue
- BFalse
Information
- Description
- 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!
- Author
- Jake Johnson
- Language
- English
- Views
- 228
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