Going Above And Beyond

25 Questions | Total Attempts: 620

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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 become 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 pos


Questions and Answers
  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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 [email protected] giffgaff.com

    • D. 

      Submit an idea

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 24. 
    Recap question: You should always read the whole thread before you post an answer.
    • A. 

      True

    • B. 

      False

  • 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

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