Quiz by annemarie.flanag2385, created 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!

	Created by Jake Johnson over 8 years ago

	Copied by annemarie.flanag2385 over 8 years ago

Customer Service Training

This is a timed quiz.

You have 18 minutes to complete the 25 questions in this quiz.

Begin Quiz

Question 1 of 25

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

Select one of the following:

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.

Explanation

Question 2 of 25

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

Select one or more of the following:

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

Explanation

Question 3 of 25

The Operations Supervisor is the direct Customer Service Agent leader.

Select one of the following:

True
False

Explanation

Question 4 of 25

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

Select one of the following:

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.

Explanation

Question 5 of 25

The Support Desk allows customers to create:

Select one of the following:

Support requests
Support tickets
Support papers
Support questions

Explanation

Question 6 of 25

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

Select one of the following:

True
False

Explanation

Question 7 of 25

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

Select one of the following:

True
False

Explanation

Question 8 of 25

Section 3.1 of SOPP discusses procedures on:

Select one of the following:

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

Explanation

Question 9 of 25

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

Select one or more of the following:

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.

Explanation

Question 10 of 25

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

Select one or more of the following:

Isolating
Repairing
Dealing
Improving
Responding
Supporting

Explanation

Question 11 of 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

Select one of the following:

True
False

Explanation

Question 12 of 25

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

Select one of the following:

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.

Explanation

Question 13 of 25

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

Select one or more of the following:

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

Explanation

Question 14 of 25

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

Select one of the following:

True
False

Explanation

Question 15 of 25

There are __ customer service policies.

Select one of the following:

Explanation

Question 16 of 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.

Select one of the following:

True
False

Explanation

Question 17 of 25

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

Select one of the following:

Explanation

Question 18 of 25

Returns hurt company profit.

Select one of the following:

True
False

Explanation

Question 19 of 25

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

Select one or more of the following:

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

Explanation

Question 20 of 25

Which statement is true about theft at Palm Beach Games?

Select one of the following:

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.

Explanation

Question 21 of 25

Select all that apply:

Select one or more of the following:

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.

Explanation

Question 22 of 25

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

Select one of the following:

True
False

Explanation

Question 23 of 25

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

Select one of the following:

True
False

Explanation

Question 24 of 25

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

Select one of the following:

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.

Explanation

Question 25 of 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.

Select one of the following:

True
False

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

Question 1 of 25

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

Select one of the following:

Explanation

Question 2 of 25

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

Select one or more of the following:

Explanation

Question 3 of 25

The Operations Supervisor is the direct Customer Service Agent leader.

Select one of the following:

Explanation

Question 4 of 25

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

Select one of the following:

Explanation

Question 5 of 25

The Support Desk allows customers to create:

Select one of the following:

Explanation

Question 6 of 25

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

Select one of the following:

Explanation

Question 7 of 25

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

Select one of the following:

Explanation

Question 8 of 25

Section 3.1 of SOPP discusses procedures on:

Select one of the following:

Explanation

Question 9 of 25

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

Select one or more of the following:

Explanation

Question 10 of 25

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

Select one or more of the following:

Explanation

Question 11 of 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

Select one of the following:

Explanation

Question 12 of 25

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

Select one of the following:

Explanation

Question 13 of 25

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

Select one or more of the following:

Explanation

Question 14 of 25

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

Select one of the following:

Explanation

Question 15 of 25

There are __ customer service policies.

Select one of the following:

Explanation

Question 16 of 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.

Select one of the following:

Explanation

Question 17 of 25

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

Select one of the following:

Explanation

Question 18 of 25

Returns hurt company profit.

Select one of the following:

Explanation

Question 19 of 25

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

Select one or more of the following:

Explanation

Question 20 of 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]