Es Discussion Quiz 11/26/16

1.

When should a CSR contact a store?

A.

When the customer requests
B.

When a customer files a complaint
C.

Never, No exceptions
D.

Only the Dealer Support Group (DSG) can call stores

Correct Answer
C. Never, No exceptions

Explanation
A CSR should never contact a store. This is because the role of a CSR is to handle customer service inquiries and resolve issues over the phone or through other communication channels. Contacting a store directly would be outside the scope of their responsibilities. Additionally, the answer specifies "No exceptions," indicating that under no circumstances should a CSR contact a store.

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2.

What should a CSR do if a dealer calls the Customer Service number

A.

Refer the dealer to their Area Support Representative (ASR)
B.

Assist the Dealer as a Dealer Support Group (DSG) following the DSG Process and Procedures
C.

Treat the dealer like a customer following the CSR Process and Procedures
D.

None of the above

Correct Answer
C. Treat the dealer like a customer following the CSR Process and Procedures

Explanation
When a dealer calls the Customer Service number, the CSR should treat them like a customer and follow the CSR Process and Procedures. This means providing the dealer with the same level of service and assistance as any other customer. The CSR should address the dealer's concerns, answer their questions, and provide any necessary support, just as they would for any other customer. This approach ensures that the dealer feels valued and supported, which can help maintain a positive relationship between the dealer and the company.

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3.

Alcatel has reported that the Alcatel Fierce 4 has what issue?

A.

The phone is showing 4G not 4GLTE
B.

The audio jack is not working
C.

The battery is exploding while charging
D.

The SIM card is inserted upside down

Correct Answer
B. The audio jack is not working

Explanation
The correct answer is that the audio jack is not working. This means that there is a problem with the audio port on the Alcatel Fierce 4, and users are unable to connect headphones or other audio devices to the phone.

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4.

Alcatel will send a software fix for the Alcatel Fierce 4 with the next Monthly Release (MR)?

A.

True
B.

False

Correct Answer
A. True

Explanation
Alcatel will send a software fix for the Alcatel Fierce 4 with the next Monthly Release (MR). This means that Alcatel plans to release a software update for the Alcatel Fierce 4 in their next monthly update.

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5.

MetroPCS has authorized _____________ to send a replacement phone for customers having issues with the Alcatel Fierce 4?

A.

Customer Service Representatives
B.

Dealer support Group members
C.

Corporate only
D.

None of the above

Correct Answer
D. None of the above

Explanation
The question asks who MetroPCS has authorized to send a replacement phone for customers having issues with the Alcatel Fierce 4. The answer is "None of the above" because the question does not provide any options that accurately reflect who MetroPCS has authorized for this task.

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6.

How many examples are needed, at a minimum, for a supervisor to escalate a possible outage to MetroPCS?

A.

1
B.

10
C.

50
D.

100

Correct Answer
B. 10

Explanation
A supervisor needs a minimum of 10 examples to escalate a possible outage to MetroPCS. This indicates that the supervisor requires a sufficient number of instances or reports of the outage before taking action. With 10 examples, there is a higher likelihood that the outage is widespread or affecting multiple customers, warranting escalation to the service provider.

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7.

What color will MetroPCS release the Samsung Galaxy S6 in soon?

A.

White
B.

Gold
C.

Sapphire Black
D.

Clear

Correct Answer
C. Sapphire Black

Explanation
MetroPCS will release the Samsung Galaxy S6 in Sapphire Black soon.

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8.

If a customer calls and states that they were mistreated at a store, what should the CSR do?

A.

Refer the customer back to the store to speak to the store manager
B.

Refer the customer back to the store to speak to the Area Support Representative (ASR)
C.

Refer the customer to another store (Service Center)
D.

File a store feedback survey from the survey tab in MetroCare

Correct Answer
D. File a store feedback survey from the survey tab in MetroCare

Explanation
The correct answer is to file a store feedback survey from the survey tab in MetroCare. This option allows the customer to provide detailed feedback about their experience, which can help address any issues and improve customer service in the future. Referring the customer back to the store or to another store may not effectively resolve the issue, and involving the Area Support Representative (ASR) may not be necessary for every customer complaint.

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9.

How much does a customer have to pay to refill the minutes for the Select Shared Calling feature?

A.

$3.00 Remove and add the feature again
B.

$5.00
C.

The CSR can refill the minutes once per billing cycle at no charge using the Data Usage link
D.

The customer can not refill the Select Shared Calling minutes

Correct Answer
A. $3.00 Remove and add the feature again

Explanation
The customer has to pay $3.00 to refill the minutes for the Select Shared Calling feature by removing and adding the feature again.

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10.

Before completing an adjustment on a customers account the CSR should?Select all that apply.

A.

Verify the adjustment with a Supervisor
B.

Verify they are using the proper adjustment using the ASAP Adjustment Codes Job Aid in MetroCare
C.

Nothing if the credit is under $5.00
D.

Use the Waive Charge link under Billing Inquires> Financial Transaction History> Get> Waive Charge> Submit

Correct Answer(s)
A. Verify the adjustment with a Supervisor
B. Verify they are using the proper adjustment using the ASAP Adjustment Codes Job Aid in MetroCare

Explanation
The CSR should verify the adjustment with a supervisor to ensure that it is authorized and appropriate. They should also use the ASAP Adjustment Codes Job Aid in MetroCare to ensure they are using the correct adjustment code for the situation.

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