Problem Solving And Critical Thinking: Quiz!

1. You receive a call from a customer and they are upset because they received a barstool defective. They want to get a part sent out and be compensated for the delay. You:

Apologize for the inconvenience and complete the part request while offering a small compensation.

Research the situation and wait for the results before offering compensation.

Start the parts request and consult with the team/ lead for proper compensation.

Offer the customer a full replacement on expedited shipping instead of the parts request and partial refund.

2. A customer calls in and has a problem with their shipping address. It is listed incorrectly and they need it corrected before the item arrives in 3 days. You:

Look for the most cost efficient way of resolving this and decide on a resoltion from there.

Discuss the options with the customer and have them find the most efficient way to continue.

Analyze the situation to ensure that the new address is not fraudulant and that the intercept can be processed accordingly.

Advise the customer that we will request an intercept and if the package is not intercepted then we will send a full replacement.

3. Your quality scores have been gradually declining and you have been given 2 weeks to get them back above goal. You:

Figure out specific areas to improve and focus on those the most. Gather information and utilize it.

Request that you be scored more often and ask the quality coach to provide detailed information in your coachings.

Use reminders that will help you remember your quality in a fun and positive way.

Advise the quality coach that you have worked hard and that you will make a stronger comitment to the job in the future.

4. You have been given a Written Warning for being late and absent to work on several occasions. You:

Convince your lead that you will be changing your schedule and that your are dedicated to the companies success.

Create a routine by waking up earlier each day and eating healthier to avoid being absent.

Find specific days that were missed and evaluate what happened each day in order to find a solution to the problem.

Request that you get a wake up call everyday and focus only on the positives about your job.

5. You have become burnt out at work and are no longer motivated to do the job you signed up for. You:

Figure out specific areas that you have lost interest in and determine why you no longer care for them.

Recognize your emotional state and figure out how you can motivate yourself to improve.

Advise your team and/or lead of the situation and ask for ideas to help.

Come up with creative ideas to help keep you motivated such as games or pictures.

6. You have been having trouble sending out your coaching emails in time and are always behind on your incidents. You:

Utilize your wrap-up time in order to catch up on your incidents and put it on the off phones since it is justified.

Ask your lead for extended time each day or ask the team if they can follow up for you.

Try different ways each day to stay caught up on your incidents and send coachings as well.

Ask the team how they typically accomplish the goal and ways to stay ahead.

7. The customer calls in and is requesting that we add an in-store credit because their discount isn't working. The discount is 20% off. You:

Ask the customer where she got the coupon and research it prior to issuing the instore credit.

Issue the customer the discount as a one time exception and advise them that for future reference they will need a code.

Advise the customer that we dont have a discount for that much money however, depending on what they purchase they may be eligible for the 20%

Advise the customer that we can only do a 10% discount without the coupon code and push to upsell them.

8. A customer calls in and wants to complain about the last agent they dealt with. You:

Let the customer know that we value their business and ask how they would like us to proceed with the issue at hand.

Advise the customer that we will go back and listen to the call and coach the specific agent accordingly.

Advise the customer that we will take their comments and submit them to our training department.

Let the customer know that we normally do not handle our customers this way and provide small compensation for the problem.

9. A customer called in and is worried that an item may arrive in the incorrect color and doesn't trust ordering an item online. You:

Focus on the positives of ordering online and re-assure the customer that we stand behind our products.

Advise the customer that we continuously correct the items as we notice any errors and rarely have problems like this.

Let the customer know that we will replace the item if there is any problems or offer compensation.

Re-assure the customer of our policies and procedures and advise that we are rated #2 in customer service.

10. A customer called because they received a bed from us and the center support leg was missing. You have contacted the partner and they cannot locate the part in question. You:

Ask the partner for a layout of the bed so you can determine which item specifically the customer is referring to.

Provide various options for the customer to choose from so that they can decide on a better resolution.

Continue to explain to the partner what the issue is and request that the customer provide detailed information on the part in question.

Ask the customer to find a local hardware store to build a suitable part and we will cover the cost.

11. The customer would like to have a rug ordered and sent to them in Canada. They only have a canadian card. You:

Advise the customer that we only accept domestic cards and offer solutions to this such as having someone in the U.S. place the order.

Have the customer do a money order and have the item delivered to WSL so we can ship it out from here.

Evaluate the customers rating and determine if they are valuable enough now or eventually to make this exception.

Consult the team and your lead and ask the customer if they could provide another form of payment via domestic credit card.

12. A customer calls us because they have ordered an electric range hood and it blew their circuit box after installation. You:

Advise the customer that we will replace the order however, we cannot be held liable for the damage.

Advise the customer to send us the estimate for the damages and/or have someone come out and repair the item.

Issue a full replacement, free return and give them a refund for the circuit box repair once they send in an estimate.

Research the item and determine if the voltage is too much for the power source. Consult with the warehouse and electrician to find out who is at fault.

13. A customer ordered a couch 6 months ago and now the item is ripped. They do not have a warranty and it is well out of the return policy. You:

Ask probing questions on why the couch got ripped and evaluate costs for repairs.

Ask the customer to have an upholstery shop inspect the damages and provide estimates for the cost.

Send the customer the part in question or replacement as a one time exception.

Advise the customer that this has fallen out of our return policy and we can only offer partial compensation for the repairs.

14. A customer contacts us because they received the wrong item and was told to dispose of it while we send a full replacement. There are no notes stating this and now the customer is getting a recharge notice. You:

Advise the customer that we will complete the return so they are not recharged.

Consult with the team to figure out if this is appropriate to complete for the customer.

Research the notes and previous phone calls to determine if we advised them to dispose of the item.

Let the customer know that we do not show record of this however; we can make an exception.

15. A customer called us because they received a damaged Armoire and need it in time for their house remodel that is coming up in 1 week. You:

Advise the customer that we can replace the item however; if they need it expedited they will need to pay for it.

Find out what the extent of the damage is and who will be responsible for the replacement.

Send a full replacement to the customer on expedited shipping and tell the customer to dispose of the other one.

Find out if the item can be repaired and cover any and all costs to do it.