Going Above And Beyond
Before you start make sure you do a bit of homework. We need you to identify two of your posts (they don't have to be recent); one where you have gone beyond the level of help that most helpers give and one where you have done some extra analysis and research into a question in order to provide an answer to a question that you're not sure about. Also, make sure that you have passed the Intro tier, all of the Bronze quizzes and all of the Silver quizzes. If you haven't passed these then you won't be eligible to Read morebecome a Gold Approved Helper.
Once you've passed the quiz you won't get your badge immediately, in fact you won't know if you've passed or not until you've been checked by an educator. We'll have a look at the two posts that you've provided in the quiz and then we'll pass you for the quiz. You still won't get your badge for about two weeks though, after passing we perform a couple of random mystery shopper style check ups on you to make sure that you're putting what you've learned in every quiz to date into practice. This gives you the opportunity and motivation to really practice your posting to a high standard and hopefully break any bad habits that you might or might not have.
This might all seem like a lot and that it could be overwhelming. Don't worry, it isn't. If we think your posts aren't
- 1.
Give a link to a post that you made where you went above and beyond what most members do to make sure that someone who was looking for help got it. It doesn't necessarily have to be from the Help & Support section, it could be from Twitter or Facebook if you like. This doesn't need to be anything too special, it just needs to show that you always make sure that members get the help they need, rather than a post that might sort them out.
- 2.
Give a link to a post that you made where you solved a problem that was more complex than usual and required you to do a bit of research to sort it out. It doesn't necessarily have to be from the Help & Support section, it could be from Twitter or Facebook if you like. This doesn't need to be anything too special, it just needs to show that you can analyse a problem and find a solution.
- 3.
If someone starts a thread that is a plea for help, threatening suicide or otherwise a sensitive issue, which of the following should you do?
- A.
Report it to an educator
- B.
Advise them that they can call Samaritans or Childline free on giffgaff
- C.
Tell them that everything will be all right and that they have everything to live for
- D.
Tell them that it isn't a giffgaff problem and they shouldn't post it on the community
Correct Answer(s)
A. Report it to an educator
B. Advise them that they can call Samaritans or Childline free on giffgaffExplanation
Do not give specific advice or try to negotiate, instead you need to direct them to someone who is qualified to negotiate with them. At the risk of sounding callous, you can be sued if you try to negotiate with them if you are not qualified. Instead you should encourage them to call the appropriate help lines.Rate this question:
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- 4.
Dimitri has asked a question about why his internet isn't working, he got a lot of replies in the community, but none sorted his answer. Eventually he took his phone to be serviced and it turns out there was a problem with his antenna so he had it fixed. Dimitri returned to his thread and posted how he solved the issue and selected his post as the Best Answer. Should you report to an educator that Dimitri selected his own post as a Best Answer?
- A.
No
- B.
Yes
Correct Answer
A. NoExplanation
Since Dimitri solved his problem himself and no one else had suggested the fix that he found Dimitri's post is actually the best answer. He solved it and was the only one to post this as a solution, so having his post as the Best Answer is best for everyone.Rate this question:
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- 5.
Should you report this post for posting personal information? Q: Help, I'm in the airport and I've lost my phone. I only have 20 minutes before I board so I need to find it asap. Can someone call my phone for me? My number is 07123 456 789.
- A.
No
- B.
Yes
Correct Answer
B. YesExplanation
Normally we make sure to remove this sort of personal info asap, but in this case the guy knows what he's doing and it's in his best interests to get someone to call it asap. giffgaff members would be great for that. That said, we would want to remove his number as soon as it was no longer necessary, so we would want to know about the thread so it's still best to report it.
This exact question actually popped up once and we were really impressed with how a member managed to go above and beyond to sort out his problem.Rate this question:
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- 6.
Which of these would an educator consider going "above and beyond" to help out a fellow member? Tick all that apply.
- A.
Sticking it out with a member that is being rude, even though you are trying to help them out
- B.
Subscribing to threads that you help in so that you keep up with updates
- C.
Reading a thread all the way through before posting
- D.
Double checking info that has already been posted in the thread to make sure that it's accurate
Correct Answer(s)
A. Sticking it out with a member that is being rude, even though you are trying to help them out
B. Subscribing to threads that you help in so that you keep up with updates
D. Double checking info that has already been posted in the thread to make sure that it's accurateExplanation
Eeeeeeeveryone should read threads all the way through before posting. It does several things: you see any follow up info from the helpee, you can see if someone has already posted the advice you were going to give and lastly you might learn something. Learning through absorption is a great way of always keeping topped up and keeping aware of latest stuff.Rate this question:
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- 7.
If someone is saying that they want to end it all on the community, you should try to negotiate with them.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
No. Report it to an educator and encourage them to call trained helplines like samaritans. You risk being sued if you are not trained to negotiate.Rate this question:
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- 8.
Recap question: How long does it usually take for the Adult Content Bar to be removed by the automatic form?
- A.
24 hours
- B.
Up to 5 working days
- C.
Up to 7 days
- D.
Up to 2 hours
Correct Answer
A. 24 hoursExplanation
If it takes more than 24 hours then you should ask an agent. They'll have to look into why it has taken so long.Rate this question:
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- 9.
What problem is this member experiencing? "lost my phone with a different number i have now i have 2 accounts and i cant get on my original giff gaff account as it has my old number that i need for my business giff gaff said you got 2 accounts but the other is still active and want to block the sim so i can get my old number back"
- A.
He lost his phone and activated a new account instead of ordering a replacement SIM
- B.
He lost his phone but ordered a replacement SIM for the wrong account
- C.
He tried to log into his personal account with his business account password and is now locked out
- D.
He has accidentally blocked his business account and can only remember his personal account password
Correct Answer
A. He lost his phone and activated a new account instead of ordering a replacement SIMExplanation
This isn't a wonderfully phrased question, but we can't rely on every question being asked perfectly eloquently. We find a good way to work out what is happening in poorly worded questions is to break it down into bullet points.Rate this question:
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- 10.
You're a Gold level helper. What should you do if you come across a problem that you haven't seen before and don't instantly know the answer to? Which of these could be a good course of action?
- A.
Search the knowledge base or Google for an answer
- B.
Give up and leave it for someone else
- C.
PM another member who you think has some knowledge in that area and ask them to look
- D.
Ask for further information to help diagnose the problem
Correct Answer(s)
A. Search the knowledge base or Google for an answer
C. PM another member who you think has some knowledge in that area and ask them to look
D. Ask for further information to help diagnose the problemExplanation
When encountering a problem that is unfamiliar and the answer is not immediately known, a Gold level helper should take multiple actions. First, they should search the knowledge base or Google for a possible solution. This allows them to gather information and potentially find a solution. Additionally, they can reach out to another member who they believe has knowledge in that specific area and ask for their assistance. This collaboration can bring fresh perspectives and insights. Lastly, asking for further information to help diagnose the problem can provide more context and aid in finding a solution.Rate this question:
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- 11.
What problem is this member experiencing? "Credits I payed a goodybag 2 hrs go nd my acc nt now dont haev ny muny on it I hav minits and no muny wear is my creidts???"
- A.
He doesn't understand the difference between credit and goodybag
- B.
His goodybag hasn't activated yet
- C.
He must have used his credit without realising
- D.
His goodybag has too many minutes and not enough texts
Correct Answer
A. He doesn't understand the difference between credit and goodybagExplanation
It's important to be able to decipher poorly worded questions. We find rewriting it into bullet points works well.Rate this question:
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- 12.
What problem is this member experiencing? "Hii hihi hope your okka just wan ask you some thing pep call me wiht 141 you call parncall on pavi number is any way i can bolck them or get there number one off my mates got 02 sim if call him your number show up wiht 141.i pay more on giffgaff if can help"
- A.
She is receiving calls from withheld numbers and wants to know who they are from or how to block them
- B.
She wants to know why she can't see numbers if they are prefixed with 141
- C.
She wants to know how to block certain numbers from calling her
- D.
She can't call out when she prefixes her message with 141
Correct Answer
A. She is receiving calls from withheld numbers and wants to know who they are from or how to block themExplanation
This was an actual question. Extra credit if you can tell us what "parncall on pavi number" means.Rate this question:
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- 13.
What problem is this member experiencing? "SIM I bought a new fone a nd now i need a new sim for it my other fone has a normal sim but this on needs small one where do i get new sim i use both ofnes at the same time."
- A.
She needs to order a new SIM and perform a SIM swap
- B.
She needs to pop out the micro SIM from the hybrid SIM
- C.
She needs to order a new SIM and activate it on a separate account
- D.
She needs to perform a manual roam
Correct Answer
C. She needs to order a new SIM and activate it on a separate accountExplanation
The member is experiencing the problem of needing a new SIM for her new phone. Her old phone has a normal SIM, but the new phone requires a smaller one. The suggested solution is for her to order a new SIM and activate it on a separate account. This would allow her to use both phones at the same time.Rate this question:
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- 14.
Darnell provides an unlocking service and wants to talk to giffgaff about doing business with us. How should he contact us?
- A.
Ask an educator
- B.
Ask an agent
- C.
Send an email to hello@ giffgaff.com
- D.
Submit an idea
Correct Answer
C. Send an email to hello@ giffgaff.comExplanation
Commercial enquiries should go through hello@ giffgaff.com. You can find it by going to the Contact Us page found at the bottom of any giffgaff page.Rate this question:
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- 15.
What problem is this member experiencing? "I joined 5 hours ago and everything went fine, my credit came through and everything, but when I tried to buy a goodybag I didn't get my minutes"
- A.
His account is still activating, he needs to wait another 19 hours
- B.
His goodybag purchase has failed and he needs to contact an agent
- C.
He didn't actually activate a SIM
- D.
He needs a new SIM, he needs to order one through Lost or Stolen
Correct Answer
B. His goodybag purchase has failed and he needs to contact an agentExplanation
The member is experiencing a problem with his goodybag purchase as he did not receive his minutes after joining and activating his account. He should contact an agent to resolve this issue.Rate this question:
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- 16.
Which of these would be the best first course of action for this member? "Hi, i can't get internet when im out and about It says 3g on my phone. It was workingfor a little while, but it won't connect now. What should I do?"
- A.
He should check his APN settings
- B.
He should check that he still has data allowance or credit
- C.
He should ask an agent
- D.
He should check the signal checker
Correct Answer
B. He should check that he still has data allowance or creditExplanation
Since it was working it is unlikely that his settings are incorrect. He also has signal shown by the fact that he has 3g. He probably just ran out of credit or goodybag allowance.Rate this question:
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- 17.
Who should be able to understand and use every answer that you give? Tick all that apply.
- A.
Frantic And Frustrated Fergus
- B.
Technically Impaired Great Aunt Velma
- C.
English As A Second Language Eva
- D.
Donny From Down The Road
- E.
Your cat
Correct Answer(s)
A. Frantic And Frustrated Fergus
B. Technically Impaired Great Aunt Velma
C. English As A Second Language Eva
D. Donny From Down The RoadExplanation
Everyone (human) should be able understand and benefit from all your answers. This means that it needs to be well set out and not use jargon. The instructions should be clear, friendly and usable by everyone.Rate this question:
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- 18.
Which of these are important factors to remember to make your post something that Technically Impaired Great Aunt Velma would find helpful?
- A.
Keeping it in terms that she will understand
- B.
Step by step instructions
- C.
Be friendly
- D.
Offer to put the kettle on
- E.
Give as much background info as you can think of
- F.
Keep your post concise
Correct Answer(s)
A. Keeping it in terms that she will understand
B. Step by step instructions
C. Be friendly
F. Keep your post conciseExplanation
Velma isn't very used to phones and so she needs you to walk her through each step clearly without using jargon. Don't include any unnecessary information otherwise you risk her getting confused.Rate this question:
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- 19.
English As A Second Language Eva has a pretty good grip on English, but she isn't fluent at a native level. What factors do you need to consider when you're answering questions in order to make it useful for Eva?
- A.
Avoid jargon
- B.
Use good spelling and grammar
- C.
Structure your posts well
- D.
Type in a comical accent
Correct Answer(s)
A. Avoid jargon
B. Use good spelling and grammar
C. Structure your posts wellExplanation
Poor grammar and spelling make posts difficult to read for non native English speakers and if she doesn't have an extensive vocabulary you can't expect her to know many technical terms.Rate this question:
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- 20.
Frantic And Frustrated Fergus has been trying to sort his phone out all day and is now pretty exasperated. He just wants to be given the info that he needs as quickly and simply as possible. What factors do you need to include to make an answer useful for Fergus?
- A.
Avoid Jargon
- B.
Structure your posts carefully
- C.
Provide plenty of background information
- D.
Be concise
- E.
Use good spelling and grammar
Correct Answer(s)
A. Avoid Jargon
B. Structure your posts carefully
D. Be concise
E. Use good spelling and grammarExplanation
Don't give too much information, this could just frustrate him further. Make sure that you really understand his problem and give the best answer possible to help him along.Rate this question:
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- 21.
Guru has posted a question in the Help section asking how to fix his smashed iPhone screen. Should you report this to be moved to the Off topic section?
- A.
Yes
- B.
No
Correct Answer
B. NoExplanation
If something is affecting a members giffgaff experience, even if it's not technically a giffgaff problem, then we want to get them sorted out. We're very happy for members to ask related questions in the Help section.Rate this question:
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- 22.
Recap question: Why is it important to read the thread before you post? Tick all that apply.
- A.
So that you can give kudos and star ratings to good answers
- B.
So that you can see if they have posted any more information
- C.
To see if what you're saying has been already said
- D.
It's better to reply from a lower post
Correct Answer(s)
A. So that you can give kudos and star ratings to good answers
B. So that you can see if they have posted any more information
C. To see if what you're saying has been already saidExplanation
Giving kudos and 5 stars is a really valuable way to help, even if you don't add anything new to the thread, it will reinforce the correct answer and it is positive reinforcement for the good work the other Helper is doing.Rate this question:
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- 23.
Which of these could you do that we would think are going beyond what your average helper gives?
- A.
Give plenty of kudos and star ratings to answers by other helpers
- B.
Come back to tricky questions to make sure they get sorted
- C.
Pay extra attention to threads that have a lot of posts already in them to see if they actually answered the problem
- D.
Be friendly and approachable
Correct Answer(s)
A. Give plenty of kudos and star ratings to answers by other helpers
B. Come back to tricky questions to make sure they get sorted
C. Pay extra attention to threads that have a lot of posts already in them to see if they actually answered the problemExplanation
Kudos and 5 star ratings are really good for reinforcing the best answers, you should give loads out. It's just as useful as supplying another answer.Rate this question:
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- 24.
Recap question: You should always read the whole thread before you post an answer.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Yup. Always, it's a great habit to get into and it gives you so much valuable information on the problem, on current info and you can give kudos to good answers by other helpers.Rate this question:
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- 25.
Recap question: Other than quizzes, which of these are good ways of keeping your knowledge sharp
- A.
Read threads all the way through before posting
- B.
Check knowledge base articles
- C.
Ask an agent about things that you're not sure about
Correct Answer(s)
A. Read threads all the way through before posting
B. Check knowledge base articlesExplanation
Maybe I'm sounding like a broken record, but please please read the thread, it's so useful for so many reasons for seasoned veterans and newcomers alike.Rate this question:
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- 26.
Recap question: Angry Aaron's phone isn't working and he's upset. He is verging on being rude on the community while asking for help. Should you give him attention or should you concentrate on members that are being more polite?
- A.
Help Aaron
- B.
Help another member
Correct Answer
A. Help AaronExplanation
Aaron's rudeness is probably due to his phone not working, so it's not fair to keep him frustrated. It's not his fault it broke. Give him the same help that you would to anyone else, but if he does cross a line then let an educator know by reporting it.Rate this question:
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- 27.
Recap question: emperorzurg1995 wants to leave giffgaff because we're hindering his galactic conquests. Should you give him help or move on to another member?
- A.
Help Zurg
- B.
Help another member
Correct Answer
A. Help ZurgExplanation
Just because he's leaving doesn't mean that we shouldn't help him out. He might come back or refer friends who don't have galactic conquest plans to us in future. We also owe it to him to provide him good service for being with us to begin with.Rate this question:
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- 28.
How long is the mystery shopper period after passing the gold quiz?
- A.
Up to 2 weeks
- B.
Up to 3 days
- C.
6 months
- D.
1 week
Correct Answer
A. Up to 2 weeksExplanation
After you've completed the quiz you need to make sure you're putting everything that you have learned into practice for 2 weeks. We'll take a look at your Help posts a couple of times during those weeks to make sure that you're doing a good job and let you know if there is anywhere that you might need to improve.Rate this question:
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- 29.
Once you've completed this quiz we will get your badge to you within 3 days
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Unlike the Bronze and Silver quizzes we will actually take a look at your posts over a two week period to make sure that you're putting everything that you have learned into practice. If there is anywhere that you might need to improve on we'll let you know.Rate this question:
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- 30.
What happens after you finish this quiz
- A.
You get your score and if you passed you'll get you badge in up to 3 days
- B.
You'll enter a mystery shopper phase
- C.
Howard will come to your home to congratulate you
- D.
You'll receive your Gold badge
Correct Answer
B. You'll enter a mystery shopper phaseExplanation
Unlike Bronze and Silver, you won't get your badge in 3 days, instead it'll take up to 2 weeks. In those two weeks you should make sure that your Help posts are as good as they can be, because that'll determine whether you pass into Gold or not.Rate this question:
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- 31.
If someone is angry or rude in a Help thread you shouldn't give them any help.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Usually they're only angry or rude because they're frustrated by their phone not working, so it's only fair that we do everything we can to sort them out. Let an educator know though just so that we can keep on top of it if needed.Rate this question:
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- 32.
Why is it important to make sure that everyone can understand and benefit from your advice. Tick all that apply.
- A.
Lots of people read the answer, not just the person asking
- B.
There are too many replies in the thread
- C.
Bullet points are easier to understand
- D.
Speed is important
Correct Answer
A. Lots of people read the answer, not just the person askingExplanation
A good rule of thumb is to make sure that our three model members would be able to easily understand it; Tech Impaired Great Aunt Velma, Frustrated and Frantic Fergus and English As A Second Language Eva.Rate this question:
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- 33.
Recap question: How long should it take for the automatic form to remove your adult content bar? Put your answer in the number of hours it should take as a maximum
Correct Answer
24Explanation
The correct answer is 24. This means that it should take a maximum of 24 hours for the automatic form to remove the adult content bar.Rate this question:
- 34.
Recap question: If it takes over 24 hours for your adult content bar to be removed by the automatic form, how long will it take for an agent to sort?
- A.
24 hours
- B.
Up to 5 working days
- C.
Up to 7 days
- D.
48 hours
Correct Answer
B. Up to 5 working daysExplanation
The correct answer is "Up to 5 working days." This means that if it takes more than 24 hours for the automatic form to remove the adult content bar, it will then take a maximum of 5 working days for an agent to sort it out.Rate this question:
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- 35.
What is the email "hello @giffgaff.com" for?
- A.
Help questions
- B.
Complaints
- C.
Business enquiries
- D.
Direct contact to the agents
Correct Answer
C. Business enquiriesExplanation
The email "[email protected]" is used for business enquiries. This means that if someone wants to inquire about any business-related matters, such as partnerships, collaborations, or advertising opportunities, they can use this email address to contact the relevant department or person at giffgaff. It is not meant for help questions, complaints, or direct contact with agents, as these would require a different email address or contact method.Rate this question:
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- 36.
What should you do if you see this post? "I can't get signal, my area is LE2. Thanks, Ruth Black"
- A.
Report it to an Educator
- B.
Nothing
- C.
Post telling them to remove the personal information
- D.
Answer their question
Correct Answer
D. Answer their questionExplanation
The first half of their postcode isn't sensitive information, you can't find anything out by just using that. We don't mind people putting their names on the community either.Rate this question:
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- 37.
It is never ok to set your own post as a Best Answer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
If you legitimately answered the thread yourself and no one else posted the same advice then of course we want people searching for the same problem in future to be able to find the answer they need. Therefore setting your own post as best answer is the best thing to do.Rate this question:
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- 38.
Tech Impaired Great Aunt Velma has asked a question in the Help section. Which of these would you consider using in your answer?
- A.
Bullet points or step by step instructions
- B.
"Enter your APN settings and perform a manual roam"
- C.
Links to 5 different guides
- D.
Carefully worded phrases
Correct Answer(s)
A. Bullet points or step by step instructions
D. Carefully worded phrasesExplanation
Make sure that everyone can understand your posts even if it's not directly aimed at them because loads of different people will use your answer when looking for answers in the community.Rate this question:
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- 39.
Why is it helpful to set kudos and star ratings? Tick all that apply.
- A.
It gives helpees more faith in answers
- B.
It encourages helpers to keep up the good work
- C.
It helps other helpers learn the best answers
Correct Answer(s)
A. It gives helpees more faith in answers
B. It encourages helpers to keep up the good work
C. It helps other helpers learn the best answersExplanation
Yup, they're pretty good.Rate this question:
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- 40.
Fill in the blank: The email address to contact giffgaff on for commercial enquiries about doing business with giffgaff is _____ @giffgaff.com
Correct Answer(s)
hello
affiliateExplanation
You can find it on the Contact Us page.Rate this question:
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