Customer Service Exam Quiz: Trivia!

1. It is required to authenticate your customer prior to placing an order for MyTime Support™, as fulfillment of this service typically requires changes or modifications to a product or account.

True

False

2. The most critical element that all customers must be aware of when purchasing MyTime Support is that our Customer Service team will contact them within 2 business days of their purchase to either schedule the consultation or collect the information needed to complete the service.

True

False

http://pasp/netsolcentral/processtool/MyTime/MyTime%20Articles/Timing%20for%20Customer%20Contact.aspx

Explanation

http://pasp/netsolcentral/processtool/MyTime/MyTime%20Articles/Timing%20for%20Customer%20Contact.aspx

3. If you experience a hold time longer than 2 minutes when attempting to WARM transfer a customer to MTS Team, disconnect and COLD transfer to the Belleville team.

True

False

4. We can warm transfer all customers who have just purchased MTS all the time.

True

False

Only during 8am - 8pm EST.

Explanation

Only during 8am - 8pm EST.

5. For any customer that has just made a purchase of MTS and is cold transferred, regardless of time of day, it is the responsibility of the specialist to complete the form.

True

False

6. Customers with questions about an existing MTS project should continue to be COLD transferred to the Belleville team anytime.

True

False

7. You can waive the amount of MTS prior to asking permission from your Team Lead.

True

False

8. Choose all the programming and languages that are currently NOT supported by MTS.

ColdFusion

Customer PHP Scripts

ASP

Quartz (also called Microsoft Expression Web)

http://pasp/netsolcentral/processtool/MyTime/MyTime%20Articles/Programming%20Languages%20Not%20Supported.aspx

Explanation

http://pasp/netsolcentral/processtool/MyTime/MyTime%20Articles/Programming%20Languages%20Not%20Supported.aspx

Submit

9. Currently, there are no expedite request for MTS projects.

True

False

If you sold MyTime Support to a customer that has an expired hosting package and we are attempting to recover content, fast track the request using the process below:

Email your Supervisor to notify them that this is a time sensitive request.
o Flag the e-mail as urgent
o Include the product instance id of the MyTime order in your e-mail request
o Include all details about the order that we would need to fulfill the order
• Supervisors will e-mail the L-MC AAM team Outlook distribution list, cc’ing Jenny Haas and Maggie Piasecki
• The customer’s request will be expedited (same business day response time)
If a customer is requesting an expedited service for any other MyTime request, follow the process below:
• Transfer the call to our Associate Account Management team as noted in the transfer process outlined in this section.

This applies to hosting content recovery services only. There are currently no expedited processes available for any other service.

http://pasp/netsolcentral/processtool/MyTime/MyTime%20Articles/Expedited%20Content%20Recovery.aspx

Explanation

If you sold MyTime Support to a customer that has an expired hosting package and we are attempting to recover content, fast track the request using the process below:

Email your Supervisor to notify them that this is a time sensitive request.
o Flag the e-mail as urgent
o Include the product instance id of the MyTime order in your e-mail request
o Include all details about the order that we would need to fulfill the order
• Supervisors will e-mail the L-MC AAM team Outlook distribution list, cc’ing Jenny Haas and Maggie Piasecki
• The customer’s request will be expedited (same business day response time)
If a customer is requesting an expedited service for any other MyTime request, follow the process below:
• Transfer the call to our Associate Account Management team as noted in the transfer process outlined in this section.

This applies to hosting content recovery services only. There are currently no expedited processes available for any other service.

http://pasp/netsolcentral/processtool/MyTime/MyTime%20Articles/Expedited%20Content%20Recovery.aspx

10. It is right to push an irate customer back to call us during MTS Team operation hours to get a real time assistance.

True

False

x

Explanation

x

Customer Service Exam Quiz: Trivia!

1. It is required to authenticate your customer prior to placing an order for MyTime Support™, as fulfillment of this service typically requires changes or modifications to a product or account.

2.

What first name or nickname would you like us to use?

2. The most critical element that all customers must be aware of when purchasing MyTime Support is that our Customer Service team will contact them within 2 business days of their purchase to either schedule the consultation or collect the information needed to complete the service.

3. If you experience a hold time longer than 2 minutes when attempting to WARM transfer a customer to MTS Team, disconnect and COLD transfer to the Belleville team.

4. We can warm transfer all customers who have just purchased MTS all the time.

5. For any customer that has just made a purchase of MTS and is cold transferred, regardless of time of day, it is the responsibility of the specialist to complete the form.

6. Customers with questions about an existing MTS project should continue to be COLD transferred to the Belleville team anytime.

7. You can waive the amount of MTS prior to asking permission from your Team Lead.

8. Choose all the programming and languages that are currently NOT supported by MTS.

9. Currently, there are no expedite request for MTS projects.

10. It is right to push an irate customer back to call us during MTS Team operation hours to get a real time assistance.