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Customer Service Training

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!
annemarie.flanag2385
Quiz by annemarie.flanag2385, updated more than 1 year ago More Less
Jake Johnson
Created by Jake Johnson over 8 years ago
annemarie.flanag2385
Copied by annemarie.flanag2385 over 8 years ago
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Resource summary

Question 1

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

Question 2

Question
Customer Service Agents are required to use which of the following to help customers? [Select all that apply]
Answer
  • The Support Desk
  • Emails
  • The Community Forum
  • Social Media pages
  • Skype (IM)

Question 3

Question
The Operations Supervisor is the direct Customer Service Agent leader.
Answer
  • True
  • False

Question 4

Question
The purpose of the "Introduction" stock action of the Help Desk is to:
Answer
  • 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.

Question 5

Question
The Support Desk allows customers to create:
Answer
  • Support requests
  • Support tickets
  • Support papers
  • Support questions

Question 6

Question
The Customer Service Department is separate from the Technical Support Department.
Answer
  • True
  • False

Question 7

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

Question 8

Question
Section 3.1 of SOPP discusses procedures on:
Answer
  • Downtime and Network Problems
  • Hacking, Defacement and Unauthorized Security Breaches
  • Internal Death or Injury
  • Internal Leadership Corruption

Question 9

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

Question 10

Question
There are three official steps taken when a hacking occurs. What are they? [Select 3]
Answer
  • Isolating
  • Repairing
  • Dealing
  • Improving
  • Responding
  • Supporting

Question 11

Question
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
Answer
  • True
  • False

Question 12

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

Question 13

Question
Who investigates managers reported corrupt? [Select all that apply]
Answer
  • Human Resorces
  • The Chief Executive Officer only
  • The Board of Directors
  • The General Manager only
  • The Legal Team

Question 14

Question
Policies change periodically, and new policies will be added at times. Policies changes will always be discussed with employees however.
Answer
  • True
  • False

Question 15

Question
There are __ customer service policies.
Answer
  • 3
  • 4
  • 6
  • 15

Question 16

Question
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.
Answer
  • True
  • False

Question 17

Question
Returns are not permitted for software that connected to the validation system more than __ times in a one week period.
Answer
  • 5
  • 10
  • 12
  • 25
  • 50
  • 3

Question 18

Question
Returns hurt company profit.
Answer
  • True
  • False

Question 19

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

Question 20

Question
Which statement is true about theft at Palm Beach Games?
Answer
  • 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.

Question 21

Question
Select all that apply:
Answer
  • 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.

Question 22

Question
Palm Beach Games will remain an honest business with honest employees in accordance with the legal section.
Answer
  • True
  • False

Question 23

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

Question 24

Question
Which statement is FALSE regarding the Palm Beach Games privacy policy?
Answer
  • 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.

Question 25

Question
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.
Answer
  • True
  • False
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