Cs Dept. Test 3: Pre-return Tickets, 1 Part: General Base

The correct answer is "Order number, item code, quantity, issue, customer's email address, reason of the fault." This answer includes all the necessary details that need to be added in the comment. The order number and item code are important for identifying the specific order and item being referred to. The quantity is necessary to indicate how many of the item were ordered. The issue, customer's email address, and reason of the fault are all important for understanding and addressing the customer's complaint or concern.

The correct answer is to check the details and provide a link with the manual to the customer. This action ensures that the customer receives the required manual instructions for the item they have lost. It is a proactive and helpful approach to resolving the customer's query in a timely manner. By providing the manual through a link, the customer can easily access and download it, saving them time and effort.

The correct answer is "Kindly explain and ask to provide all necessary - we cannot process the case without details." In this scenario, the customer received a faulty item but refused to provide any details about the issue. As a support representative, it is important to gather all necessary information to understand the problem and provide appropriate assistance. Without the customer's cooperation in providing details, it would not be possible to proceed with resolving the case. Therefore, the best course of action is to kindly ask the customer to explain the issue and provide any necessary information.

The correct answer is to explain to the customer that assistance can only be provided to registered Chinavasion customers and to advise the customer to ask their reseller to contact Chinavasion directly. This is because the customer is not a Chinavasion customer but an end reseller, and therefore they should seek assistance from their own reseller or contact Chinavasion through the proper channels.

The correct answer is to put the ticket in "Open RMA Case Handling." This is because the customer is inquiring about the status of their authorized RMA, which falls under the category of handling RMA cases. Placing the ticket in "Order delivery details" or "Accessories Requests" would be incorrect as these categories do not pertain to the customer's specific inquiry.

The correct answer is to put the ticket in "VIP Customer Support" because the scenario states that the customer is a VIP and is complaining about product quality. Therefore, it is important to prioritize their issue and provide them with specialized support in order to address their concerns effectively.

In order to put the ticket to "Pending RMA Tech Check", it is necessary to add a comment first. Adding a comment provides clarity and context to the issue, allowing the RMA tech team to understand the problem and take appropriate action. Without a comment, the ticket may be incomplete and the RMA tech team may not have enough information to proceed with the necessary checks.

The correct answer is to put the ticket to "Pending RMA Tech Check" because the customer is still unhappy and is asking about a refund. Without a final confirmation from TST regarding the product fault, it is necessary to further investigate the issue by conducting a technical check before proceeding with any other actions such as opening an RMA case or closing the ticket. This ensures that the appropriate steps are taken to address the customer's concerns and provide a satisfactory resolution.

Based on the scenario provided, the correct answer is to put the ticket to "Pre Return Questions". Since there is no order number mentioned and the product issue is clear, it would be appropriate to direct the ticket to the department responsible for handling pre-return questions. This will ensure that the customer's query regarding the product issue is addressed and any necessary steps for a return or resolution can be taken.

The correct answer is to add a comment with all the details and the reason being that the repair is still faulty again. This is the appropriate action to take in this scenario because it provides the customer with an explanation of the situation and acknowledges that the issue has not been resolved despite the previous repair. By adding this comment, it allows for transparency and helps the customer understand the current status of their item.

Since there is no warranty for the item and the customer ordered it 2 years before, the correct action is to provide all warranty details to the customer and inform them that assistance cannot be provided in this case. This ensures that the customer is informed about the warranty situation and understands that no further help can be given.

The correct answer is to put the ticket to "VIP Customer Support" because the customer is a VIP and is specifically asking about the status of the authorized RMA. Placing the ticket in the VIP Customer Support category ensures that it receives priority and is handled by the appropriate team who can provide the necessary support and information to the VIP customer.

The correct answer is to re-send the email to the customer and inform them that no attached file was received. This action is necessary because the customer was asked to provide a video in a previous comment, but when they responded via email, there was no attachment. By re-sending the email and informing the customer, it ensures that they are aware of the missing attachment and can provide it if necessary. Checking Gmail and closing the ticket are not mentioned as actions in this scenario.

The customer is angry because some accessories are missing from their received item. Therefore, the appropriate action would be to put the ticket in the "Accessories Requests" category. This category specifically deals with requests related to missing or additional accessories, so it is the most suitable option in this scenario.

The correct answer suggests that the first action should be to check all the details in the Admin system. If everything is correct, the next step is to add a comment addressing the issue and reply to the customer to solve the problem. This ensures that all necessary steps are taken to address the mistake made by the colleague and provide a solution to the customer.