Customer Service Agent Quiz #5

8 Questions

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Customer Service Agent Quiz #5

Being a customer service agent is all about knowing how to tackle a person’s problem and give them a solution to the soonest you can. Most customer care agents are nice and patient with a customer, do you think you have what it takes to be a good customer service agent? Below is the fifth quiz in a series designed to help you pass the finals.


Questions and Answers
  • 1. 
    If you come across an issue that needs to be escalated, what do you do?
    • A. 

      Send an email to the product team.

    • B. 

      Send an email to the engineering team.

    • C. 

      Send an email to customer care representative.

    • D. 

      Leave an internal note in Zendesk, and leave the ticket "Open." You do not need to notify anyone else.

  • 2. 
    What does "remaining" in the Transaction Summary in the SmartLine Customer Dashboard refer to?
    • A. 

      The amount of money that the customer still owes, including fees and interest.

    • B. 

      The amount of funds available on the customer's SmartLine of credit.

    • C. 

      The remaining number of repayments the customer needs to make.

    • D. 

      The minimum monthly payment for the remaining months of repayment.

  • 3. 
    Who is eligible for the "same-as-cash" Early Payoff option for SmartPay? (Mark all that apply)
    • A. 

      All customers in California who request EPO.

    • B. 

      Customers in California who request EPO within 90 days of signing the lease-purchase agreement.

    • C. 

      All customers outside of California who request EPO.

    • D. 

      Customers outside of California who request EPO within 90 days of signing the lease-purchase agreement.

  • 4. 
    Which of the following is available for viewing in CustomerAssist? (Mark all that apply)
    • A. 

      BillPay transaction details

    • B. 

      SmartLine transaction details

    • C. 

      SmartLine Terms & Conditions

    • D. 

      SmartPay Terms & Conditions

    • E. 

      SmartPay payment schedules

  • 5. 
    You can look up contact information for all customers with open accounts (regardless of product) in CustomerAssist.
    • A. 

      True

    • B. 

      False

  • 6. 
    A SmartPay customer has requested an Early Payoff. This customer registered for her account in October 2012. Will you be able to find her Early Payoff amount in CustomerAssist?
    • A. 

      Yes

    • B. 

      No

  • 7. 
    A SmartLine customer would like to transfer more funds from his/her SmartLine of credit. How many business days will it take for the funds to arrive in the customer's bank account? (Please enter in a number - don't spell it out.)
  • 8. 
    When you send an escalation email, which of the following do you need to include? (Mark all that apply)
    • A. 

      Customer's email address

    • B. 

      Zendesk ticket number

    • C. 

      Application ID number

    • D. 

      Type of issue