Phone Replacement: Customer Service Trivia Quiz

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| By Abicus
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Abicus
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1. After troubleshooting with a customer on a Premium Belief Plan, they are still experiencing issues with their phone and need a replacement device.  They have already had one lost phone and two damaged devices over the last 18 months. You:

Explanation

Resource: Phone Replacement Positioning – Handling Customer Situations
Path: OLR>Products & Services>Belief Programs>Phone Replacement>Positioning>Handling Customer Situations

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About This Quiz
Phone Replacement: Customer Service Trivia Quiz - Quiz

This Phone Replacement: Customer Service Trivia Quiz assesses the ability to manage customer queries regarding phone replacements. It covers eligibility checks, tracking replacements, troubleshooting, and understanding service plan... see morebenefits, crucial for effective customer support. see less

2. A customer should always talk in an aggressive way with a Customer Service representative.

Explanation

It is not appropriate for a customer to always talk in an aggressive way with a Customer Service representative. Aggressive behavior can escalate conflicts and hinder effective communication. It is important for customers to remain calm and respectful when addressing their concerns to ensure a positive and productive interaction with the representative.

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3. A customer requested a Phone Replacement yesterday and is now asking if we have any idea on when they will receive the phone.  You:

Explanation

Resource: Tracking Phone Replacement Orders How-To Guide Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>How-To Guides

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4. You just migrated a customer over to a Premium Plus Belief Plan that contains Phone Replacement as an added value.  Because there are a few important pieces of information that the customer should know, you:

Explanation

Resource: Phone Replacement Guidelines Path: OLR>Products & Services>Belief Programs>Phone Replacement>Guidelines

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5. After completing a Phone Replacement transaction, you receive an error message showing the request was denied. You:

Explanation

Resource: Phone Replacement Transaction Response Messages Job Aid
Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>Job Aids

Submit
6. A customer on a Premium Belief Plan recently lost their phone. They want to suspend the line but wait to complete the Phone Replacement in case they find the phone. You:

Explanation

Correct Answer: B Resource: Phone Replacement Best Practices Job Aid Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>Job Aids

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7. A customer received their Phone Replacement 10 days ago and they are having problems with the screen on their replacement HTC Desire going in and out.  You complete troubleshooting and

Explanation

Resource: Handle Phone Replacement Exceptions How-To Guide Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>How-To Guides

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8. The Warranty is void if you open the phone on your own?

Explanation

Opening the phone on your own can potentially void the warranty. This is because unauthorized opening of the phone may lead to damage or alteration of internal components, which the manufacturer cannot be held responsible for. Therefore, if the phone is opened without proper authorization, the warranty may no longer be valid.

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  • Jan 20, 2011
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After troubleshooting with a customer on a Premium Belief Plan, they...
A customer should always talk in an aggressive way with a Customer...
A customer requested a Phone Replacement yesterday and is now asking...
You just migrated a customer over to a Premium Plus Belief Plan that...
After completing a Phone Replacement transaction, you receive an error...
A customer on a Premium Belief Plan recently lost their phone. They...
A customer received their Phone Replacement 10 days ago and they are...
The Warranty is void if you open the phone on your own?
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