Quiz por Jake Johnson, criado 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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	Criado por Jake Johnson aproximadamente 9 anos atrás

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Customer Service Training

Este Quiz é cronometrado.

Você tem 18 minutos para completar as 25 questões deste quiz..

Começar o Quiz

Questão 1 de 25

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

Selecione uma das seguintes:

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.

Explicação

Questão 2 de 25

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

Selecione uma ou mais das seguintes:

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

Explicação

Questão 3 de 25

The Operations Supervisor is the direct Customer Service Agent leader.

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 4 de 25

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

Selecione uma das seguintes:

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.

Explicação

Questão 5 de 25

The Support Desk allows customers to create:

Selecione uma das seguintes:

Support requests
Support tickets
Support papers
Support questions

Explicação

Questão 6 de 25

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 7 de 25

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 8 de 25

Section 3.1 of SOPP discusses procedures on:

Selecione uma das seguintes:

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

Explicação

Questão 9 de 25

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

Selecione uma ou mais das seguintes:

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.

Explicação

Questão 10 de 25

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

Selecione uma ou mais das seguintes:

Isolating
Repairing
Dealing
Improving
Responding
Supporting

Explicação

Questão 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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 12 de 25

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

Selecione uma das seguintes:

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.

Explicação

Questão 13 de 25

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

Selecione uma ou mais das seguintes:

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

Explicação

Questão 14 de 25

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 15 de 25

There are __ customer service policies.

Selecione uma das seguintes:

Explicação

Questão 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.

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 17 de 25

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

Selecione uma das seguintes:

Explicação

Questão 18 de 25

Returns hurt company profit.

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 19 de 25

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

Selecione uma ou mais das seguintes:

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

Explicação

Questão 20 de 25

Which statement is true about theft at Palm Beach Games?

Selecione uma das seguintes:

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.

Explicação

Questão 21 de 25

Select all that apply:

Selecione uma ou mais das seguintes:

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.

Explicação

Questão 22 de 25

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 23 de 25

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

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 24 de 25

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

Selecione uma das seguintes:

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.

Explicação

Questão 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.

Selecione uma das opções:

VERDADEIRO
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

Customer Service Training

Questão 1 de 25

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

Selecione uma das seguintes:

Explicação

Questão 2 de 25

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

Selecione uma ou mais das seguintes:

Explicação

Questão 3 de 25

The Operations Supervisor is the direct Customer Service Agent leader.

Selecione uma das opções:

Explicação

Questão 4 de 25

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

Selecione uma das seguintes:

Explicação

Questão 5 de 25

The Support Desk allows customers to create:

Selecione uma das seguintes:

Explicação

Questão 6 de 25

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

Selecione uma das opções:

Explicação

Questão 7 de 25

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

Selecione uma das opções:

Explicação

Questão 8 de 25

Section 3.1 of SOPP discusses procedures on:

Selecione uma das seguintes:

Explicação

Questão 9 de 25

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

Selecione uma ou mais das seguintes:

Explicação

Questão 10 de 25

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

Selecione uma ou mais das seguintes:

Explicação

Questão 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

Selecione uma das opções:

Explicação

Questão 12 de 25

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

Selecione uma das seguintes:

Explicação

Questão 13 de 25

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

Selecione uma ou mais das seguintes:

Explicação

Questão 14 de 25

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

Selecione uma das opções:

Explicação

Questão 15 de 25

There are __ customer service policies.

Selecione uma das seguintes:

Explicação

Questão 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.

Selecione uma das opções:

Explicação

Questão 17 de 25

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

Selecione uma das seguintes:

Explicação

Questão 18 de 25

Returns hurt company profit.

Selecione uma das opções:

Explicação

Questão 19 de 25

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

Selecione uma ou mais das seguintes:

Explicação

Questão 20 de 25

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]