Customer Service Policy Procedure! 2020 Trivia Quiz

34 Questions | Total Attempts: 55

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Customer Service Policy Procedure! 2020 Trivia Quiz

Customer service representatives are tasked with helping out clients when they have issues regarding a good or service. This means that you need to have adequate knowledge about what the business you work for offers and policy procedures put in place when it comes to customers. Take the quiz and see if you know all the customer service policies.


Questions and Answers
  • 1. 
    AZ Connect: What can you find on the Employee Resources/Rules sub-tab on AZ Connect?
    • A. 

      Employee referral policy

    • B. 

      City Manager list

    • C. 

      Weekly Schedule

    • D. 

      Customer Service Manual

  • 2. 
    AZ Connect: Which months are we doing our quarterly step contests in?
    • A. 

      February, April, August, November

    • B. 

      March, June, September, November

    • C. 

      February, May, August, November

    • D. 

      February, June, August, November

  • 3. 
    AZ Connect: What percentage off do AZUMA employees get from Verizon Wireless?
    • A. 

      30%

    • B. 

      22%

    • C. 

      15%

    • D. 

      50%

  • 4. 
    AZ Connect: Where would you find the “Live Chat” links that the Field Services (drivers) utilize throughout their day?
    • A. 

      Remote Resources/Dashboards>> Field Dashboard

    • B. 

      Manuals/Guides>> Driver Operations

    • C. 

      Go To Work>> Dispatch Schedules

    • D. 

      Remote Resources/Dashboards>> Customer Service Dashboard

  • 5. 
    Order Process: A credit check still occurs when a customer is using a passport instead of a social security number.
    • A. 

      True

    • B. 

      False

  • 6. 
    Order Process: Which would best describe how to explain what Premium Equipment is?
    • A. 

      Premium equipment is guaranteed to be new and out of the box.

    • B. 

      Premium equipment is guaranteed to be much more energy efficient with digital features.

    • C. 

      Premium equipment is guaranteed to be 2 years or less with digital and high efficiency features.

    • D. 

      Premium equipment is guaranteed to be the newest/most upgraded equipment available in that area.

  • 7. 
    Order Process: If a customer is not satisfied with our appliances, they have to notify us within how many days in order to receive their full refund? (aka 10 day grace period)
    • A. 

      5 business days

    • B. 

      10 business days

    • C. 

      5 regular days

    • D. 

      10 regular days

  • 8. 
    Order Process: If a customer is not satisfied with our furniture, they have to notify us within how many days in order to receive their full refund?
    • A. 

      2 business days

    • B. 

      3 business days

    • C. 

      10 regular days

    • D. 

      3 regular days

  • 9. 
    Order Process: If we receive an incoming call and there seems to be silence – a “dead air,” call what should we do?
    • A. 

      We should say our greeting once, sit in silence for 1-2 minutes, and then disconnect call.

    • B. 

      We need to try to remain on the line for at least a minute. Say our greeting twice: with time between each one (10-15 seconds). BEFORE disconnecting the call, we need to say something along the lines of: “I apologize I am unable to hear you, I will need to disconnect the call at this time. Please call back and we are more than happy to assist you.”

    • C. 

      We should disconnect call immediately.

    • D. 

      We need to try to remain on the line for at least 3-4 minutes.

  • 10. 
    Order Process: When should we begin to PROMOTE our additional services, such as furniture or tvs?
    • A. 

      We should only promote additional services if our customer calls in asking about them.

    • B. 

      From beginning, we need to ask for zip code - we are then able to determine if additional services are offered & if they are, then we promote to our customer, UNLESS they are only interested in appliances then we don’t need to attempt to promote.

    • C. 

      From beginning, we ask for zip code, we determine if additional services are offered & if they are offered then we need to promote our additional services REGARDLESS of if our customer has already advised u that they are interested in appliances only or not.

    • D. 

      Once we have summarized our general services & rates to our customer, and only if our customer is really beginning the entire application process with us, otherwise there is no need to attempt to promote our additional services just a waste of time.

  • 11. 
    New Customer: When scheduling a pickup for a 10 day grace period, you still have to look for 2 weeks out as the earliest date available.
    • A. 

      True

    • B. 

      False

  • 12. 
    Schedule: When making changes to a schedule, you should notate __________________________________.
    • A. 

      The “Schedule Log” only

    • B. 

      The front “Customer Screen” only

    • C. 

      The “Leases” screen only

    • D. 

      The “Schedule Log” and front “Customer Screen

  • 13. 
    Schedule: What is the time frame that should be offered FIRST to customers for all schedules unless the location is a house or unless there is limited schedule availability?
    • A. 

      8am- 2pm

    • B. 

      9am- 5pm & 8am- 2pm & 10am- 4pm all at the same time

    • C. 

      9am- 5pm

    • D. 

      8am- 2pm & 10am- 4pm at the same time

  • 14. 
    Opening of a call: What should we all be asking for any time we pull up a customer’s account?
    • A. 

      The phone number first.

    • B. 

      The first and last name.

    • C. 

      The customer number or phone number.

    • D. 

      The first and last name or customer number

  • 15. 
    Opening of a call: What things should we attempt to verify at opening of our call?
    • A. 

      Billing address, lease term, last four of ssn, first name

    • B. 

      First & last name (if haven’t already), last four digits of ssn, complete leasing address, telephone number/email address

    • C. 

      Last four digits of ssn, complete leasing address, billing address, telephone number/email address

    • D. 

      Complete leasing address, last four of ssn, lease term, telephone number/email address

  • 16. 
    Opening of a call: If caller (3rd party) is not able to verify proper information at opening of our call is there any time that we would be able to assist our caller without being able to verify all proper information?
    • A. 

      No, we must attempt to verify all proper information first before able to discuss any account details.

    • B. 

      Yes, we must attempt to verify all proper information on all calls, however, if someone is calling to make a payment on our customer's account; we are able to take payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called in to make payment, etc.

    • C. 

      Yes, we must attempt to verify all proper information on all calls, however, when someone calls in to make a full payment ONLY (not partial payment) on our customer’s account; we are able to take only full payment without caller being able to verify all information. We should make sure we notate customer’s account of WHO called to make payment, etc.

    • D. 

      No, we don’t have to have any information verified before discussing account details.

  • 17. 
    Existing Customer: When completing a “Transfer of Lease” to another customer from an existing customer, it is important to notate ____________ account (s).
    • A. 

      The existing customer’s account only.

    • B. 

      The new customer’s account only.

    • C. 

      At least one account. (it doesn't matter which one)

    • D. 

      Both accounts once the transfer is completed.

  • 18. 
     Existing Customer: If a customer's invoices are not generating because serial numbers need to be added to the lease, who should you email after obtaining those serial numbers?
    • A. 

      Accounting Group & Inventory Group & CS Management

    • B. 

      Inventory Group & CS Management

    • C. 

      Purchasing Group & Inventory Group & CS Management

    • D. 

      Purchasing Group & Accounting Group & CS Management

  • 19. 
    Preferred Customer: What needs to happen for Preferred Customers when they are initiating a move of equipment?
    • A. 

      They need to pay the move fee.

    • B. 

      A follow up needs to be submitted since they need to have their employment re-verified.

    • C. 

      They need to provide the serial numbers.

    • D. 

      A follow up needs to be submitted since they get a free month of service.

  • 20. 
    Preferred Customer: Preferred customers are subject to the same fees that our standard customers are subject to.
    • A. 

      True

    • B. 

      False

  • 21. 
    Process: When can a Manual Credit Check (MCC) be mentioned to the customer?
    • A. 

      Anytime, we should mention to our customer of this option to see if they are able to lower monthly rates.

    • B. 

      Upon initial set up if our new applicant insists they have better credit than what their rates reflect after the initial credit check. (no fee) OR If our current customer has fulfilled at least 6 months or their lease term (whichever is greater) and believes their credit has improved. ***A $10 manual credit check fee will be added on the “Charges” screen.

    • C. 

      Never, we are not allowed to mention a Manual Credit check.

    • D. 

      Anytime we are able to mention to our customer of the possibility of lowering their monthly rates, we can run their credit again for them, we will then issue FU request to have the $10.00 charge added, we always charge $10.00 when running a MCC.

  • 22. 
    Process: If we need to email or chat our team lead, manager, etc. to get approval/decline, check if ID has been received, etc. What should we make sure we notate in the activity log?
    • A. 

      Type of action (emailed, chat), WHO we reached out to (A.Rainey, A.Berrio, D.Ewing), WHO approved/declined our request ( A.Rainey approved OB..etc.) and detailed notes summarizing everything.

    • B. 

      Only the time and date of when we reached out to obtain the approval.

    • C. 

      Nothing specific, just make sure that we make some sort of note on our customer’s account – we need to be a vague as possible.

    • D. 

      Everything that occurred during the call. Notes should be at lease 6 sentences per account.

  • 23. 
    Pickup: When we schedule pickup for our customer, what are we to FIRST advise & attempt, what general steps (rules) do we follow?
    • A. 

      Schedule pickup as customer requests, offer any time frame available, go over pickup summary, notate activity log.

    • B. 

      Schedule pickup at two weeks out no matter what. There are no exceptions.

    • C. 

      Schedule pickup for whatever is most convenient for our customer as long as they have a good reason. Attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.

    • D. 

      Advise & Attempt (2) weeks out, offer key release option first (unless house, etc.), if customer insists on needing sooner, move to our (5) business day rule, and if customer insists needing sooner than that, then we must get approval from our team lead/manager, we notate activity log of WHO approved less than (5) business days, attempt to obtain forward billing address, notate forwarding address in activity log & in billing address section, notate activity log with summary of call.

  • 24. 
    Policy: Does AZUMA deliver/pickup furniture that is believed to contain BED BUGS? And where can we find the BED BUG Policy on AZConnect?
    • A. 

      Yes, AZUMA will deliver/pickup furniture believed to have BED BUGS as long as there are not too many. If there are too many, then that is considered an infestation. We will deliver if there are just a few. The policy can be found on the Remote Resources/Dashboards Wall.

    • B. 

      No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS until a professional pest control technician has treated the apartment and cleared the apartment of bed bugs. The pest control company must certify that bed bugs have been eliminated. The policy can be found on the Remote Resources/Dashboards Wall.

    • C. 

      Yes, AZUMA will deliver/pickup furniture believed to have BED BUGS as long as there are none seen on the furniture. The policy can be found under the HR Tab.

    • D. 

      No, AZUMA will not deliver/pickup furniture that is believed to have BED BUGS. The customer can keep the furniture. The policy can be found on the Remote Resources/Dashboards Wall.

  • 25. 
    Refunds: How long before a customer receives their refund check after the pickup has been completed?
    • A. 

      It can take about 3-4 business days before the customer receives their refund check.

    • B. 

      It can take up to 5 business days after pickup before the customer receives their refund check.

    • C. 

      It can take up to 30 days after pickup for a customer to receive their refund check.

    • D. 

      Within 24 hours.

  • 26. 
    Refunds: Are we able to process a refund to our customer’s credit card?
    • A. 

      Yes, if a customer requests a refund to be returned to their credit card, then we must verify all credit card information at the time of scheduling the pickup and it doesn't matter if it is on file already or not.

    • B. 

      We can only process the refund to their credit card if they don't have a checking account.

    • C. 

      We are not able to process refunds to a customer's credit card.

    • D. 

      Yes, if a customer requests a refund to be returned to their credit card, then we must verify all credit card information at the time of scheduling the pickup and it has to be on file already.

  • 27. 
    Refunds: What day are refund checks typically processed or printed on?
    • A. 

      Monday

    • B. 

      Wednesday

    • C. 

      Friday

    • D. 

      Saturday

  • 28. 
    Refunds: When are refund checks typically MAILED out after they are processed or printed?
    • A. 

      Typically within 24 hours.

    • B. 

      Typically within 72 hours.

    • C. 

      Typically within 7 business days.

    • D. 

      Typically within 30 days.

  • 29. 
    Refunds: If customer hasn’t received their refund check and the amount is OVER $100, how long before AZUMA will re-issue another refund check?
    • A. 

      If a customer does not receive their refund check within 10 days after it is printed, we will refund another check or credit to their credit card on file.

    • B. 

      If a customer does not receive their refund check within 2 days after it is printed, we will refund another check or credit to their credit card on file.

    • C. 

      If a customer does not receive their refund check within 60 days after it is printed, we will refund another check or credit to their credit card on file.

    • D. 

      If a customer does not receive their refund check within 90 days after it is printed, we will refund another check or credit to their credit card on file.

  • 30. 
    Refunds: If customer hasn’t received their refund check and the amount is UNDER $100.00, how long before AZUMA will re-issue another refund check?
    • A. 

      If a customer does not receive their refund check within 90 days after it is printed, we will refund another check or credit to their credit card on file.

    • B. 

      If a customer does not receive their refund check within 60 days after it is printed, we will refund another check or credit to their credit card on file.

    • C. 

      If a customer does not receive their refund check within 2 days after it is printed, we will refund another check or credit to their credit card on file.

    • D. 

      If a customer does not receive their refund check within 10 days after it is printed, we will refund another check or credit to their credit card on file.

  • 31. 
    A/R: What information should be included in an accounting request?
    • A. 

      A small description for why it is needed.

    • B. 

      Amount needed & why it is needed & when it is needed

    • C. 

      Amount needed & small description for why it is needed

    • D. 

      Who needs the credit

  • 32. 
    A/R: How long does an accounting request take to be completed?
    • A. 

      It takes 2-4 regular days.

    • B. 

      It takes 2-4 business days.

    • C. 

      It takes 3-5 business days.

    • D. 

      It takes 3-5 regular days.

  • 33. 
    A/R: What should be done if you are checking on an already submitted accounting request?
    • A. 

      I should submit another A/R if follow up is needed on the same request.

    • B. 

      I should email the accounting group if follow up is needed on the same request.

    • C. 

      I should do nothing, because it will eventually get resolved.

    • D. 

      I should tell the customer that it is being worked on.

  • 34. 
    A/R: Who receives an accounting request vs. who receives a follow up request?
    • A. 

      A/R= Account Management & F/U= Managers

    • B. 

      A/R= Accounting Group & F/U= Managers

    • C. 

      A/R= Managers & F/U= Account Management

    • D. 

      A/R= Managers & F/U= Managers