Test por Jake Johnson, creado hace más de 1 año

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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	Creado por Jake Johnson hace alrededor de 9 años

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Customer Service Training

Este test está cronometrado.

Tienes 18 minutos para completar 25 preguntas de este test.

Iniciar Test

Pregunta 1 de 25

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

Selecciona una de las siguientes respuestas posibles:

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.

Explicación

Pregunta 2 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

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

Explicación

Pregunta 3 de 25

The Operations Supervisor is the direct Customer Service Agent leader.

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 4 de 25

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

Selecciona una de las siguientes respuestas posibles:

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.

Explicación

Pregunta 5 de 25

The Support Desk allows customers to create:

Selecciona una de las siguientes respuestas posibles:

Support requests
Support tickets
Support papers
Support questions

Explicación

Pregunta 6 de 25

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

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 7 de 25

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

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 8 de 25

Section 3.1 of SOPP discusses procedures on:

Selecciona una de las siguientes respuestas posibles:

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

Explicación

Pregunta 9 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

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.

Explicación

Pregunta 10 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

Isolating
Repairing
Dealing
Improving
Responding
Supporting

Explicación

Pregunta 11 de 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

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 12 de 25

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

Selecciona una de las siguientes respuestas posibles:

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.

Explicación

Pregunta 13 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

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

Explicación

Pregunta 14 de 25

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

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 15 de 25

There are __ customer service policies.

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 16 de 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.

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 17 de 25

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

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 18 de 25

Returns hurt company profit.

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 19 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

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

Explicación

Pregunta 20 de 25

Which statement is true about theft at Palm Beach Games?

Selecciona una de las siguientes respuestas posibles:

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.

Explicación

Pregunta 21 de 25

Select all that apply:

Selecciona una o más de las siguientes respuestas posibles:

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.

Explicación

Pregunta 22 de 25

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

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 23 de 25

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

Selecciona uno de los siguientes:

VERDADERO
FALSO

Explicación

Pregunta 24 de 25

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

Selecciona una de las siguientes respuestas posibles:

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.

Explicación

Pregunta 25 de 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.

Selecciona uno de los siguientes:

VERDADERO
FALSO

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

Pregunta 1 de 25

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

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 2 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

Explicación

Pregunta 3 de 25

The Operations Supervisor is the direct Customer Service Agent leader.

Selecciona uno de los siguientes:

Explicación

Pregunta 4 de 25

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

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 5 de 25

The Support Desk allows customers to create:

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 6 de 25

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

Selecciona uno de los siguientes:

Explicación

Pregunta 7 de 25

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

Selecciona uno de los siguientes:

Explicación

Pregunta 8 de 25

Section 3.1 of SOPP discusses procedures on:

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 9 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

Explicación

Pregunta 10 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

Explicación

Pregunta 11 de 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

Selecciona uno de los siguientes:

Explicación

Pregunta 12 de 25

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

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 13 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

Explicación

Pregunta 14 de 25

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

Selecciona uno de los siguientes:

Explicación

Pregunta 15 de 25

There are __ customer service policies.

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 16 de 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.

Selecciona uno de los siguientes:

Explicación

Pregunta 17 de 25

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

Selecciona una de las siguientes respuestas posibles:

Explicación

Pregunta 18 de 25

Returns hurt company profit.

Selecciona uno de los siguientes:

Explicación

Pregunta 19 de 25

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

Selecciona una o más de las siguientes respuestas posibles:

Explicación

Pregunta 20 de 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]