Monthly Quiz Sep 2016
Anki Product Knowledge Quiz
Test your knowledge about Anki products and customer support best practices! This quiz includes essential questions to help you understand Anki's offerings and how to assist customers effectively.
- Multiple choice and checkbox questions
- Focused on customer service scenarios
- Great for Anki team members
If an Anki product is not available in a certain country, what do we do?
Apologise and explain which countries Anki has launched in
Refer the customer to an authorised reseller
Tell them to use a freight service
Make them aware that the hardware warranty is only valid in the countries Anki.com sells in
Regarding ONLINE DRIVER PROFILE TOC START HERE, tick all correct answers.
T1 can access the dashboard using the given username and password
You can tell the customer "I found XXX profile with your e-mail address"
Ask the customer what their Anki Account e-mail address is to verify the Online Profile is theirs
T1 should always escalate a case to T2/SV if an account change needs to be made
You don't necessarily need to ask for the Device Make&Model; Device ID; Mobile OS version; App version or other
You should note all relevant information in an internal note before the Dashboard is accessed (Device ID, App version, etc.)
How long does a full charge take?
8-12 minutes
8-10 minutes
6-8 minutes
10-12 minutes
How long should a Supercar last during gameplay?
15-20 minutes
16-20 minutes
17-20 minutes
Approximately 20 minutes
Approximately 15 minutes
Approximately 25 minutes
What is Anki's minimum tolerance for battery lastingness?
10 minutes
11 minutes
12 minutes
13 minutes
14 minutes
15 minutes
If an e-mail has no content in the body but it does have attachment, what is the correct thing to do?
Reply to the customer, apologise but inform them they need to repeat their request
Leave the e-mail in the queue for T2; it is junk mail
Open the attachment to see if you can find out more
Leave it in the queue because you don't know what to reply
A customer requires a piece part and has bought his car / SK from Anki.com. What do you need to fulfil their request?
Order number
POP
Last 4 digits of credit card
Billing postcode
None of the above if the ZD e-mail address matches the Magento order e-mail address
A customer requires a piece part and has bought his car / SK from an authorised retailer. What do you need to fulfil their request?
POP
Picture of the tyres
Device ID
Device Make & Model
Device OS version
Product Date Code (PID)
App version
A Customer is unnecessarily impolite, exagerates or makes negative remarks about the support they have received. The customer still needs help. You actually had offered help according to Anki's policies. What do you do?
Apologise that they were not happy with the reply you sent
Point out politely that you had actually offered XXX as a solution
Be reasonable and explain why we may require certain proof/information before proceeding
Educate the customer that other companies also follow similar procedures and ask for further information / proof before proceeding
Stress that it would be a shame to not be able to help because standard procedure gets in the way
Take their snide comments personally
Remain friendly
Remain professional
Inform T2 / SV about the ticket
Be sarcastic, ironic or rude in your next reply
Close the ticket after replying that since they don't want our help, you will no longer offer it
Discuss a suitable response with T2 / SV
You do not need to inform T2/SV and can take things into your own hands
When do you need to add an internal note to a ticket?
Always if the ticket is in a language other than English
To summarise a call: request, reply and outcome
Never
To summarise a long e-mail: main points
To summarise a chat if over 10 lines long
Always
When escalating a case
What should be included in an internal note?
Relevant contact details
Relevant technical details (device, OS version, etc.)
Troubleshooting steps, one by one
Troubleshooting steps, did troubleshooting with Cx
Cx request
Agent response
Outcome
When can you set a ticket to pending?
If the cx has asked for info and you have replied with all the answers
When you have offered a solution then said "contact us if you require further help"
If a certain SOP requires this
If you have followed-up, had no reply and then have used the "follow-up" macro
When can you set a ticket to solved?
After a call that does not need further action
After receiving confirmation from a customer that issue has been resolved
When you didn't hear back from a customer after following up
When you think you have solved a cx's issue but do not have confirmation
If a customer calls requiring to speak to marketing or sales, how do we proceed?
Ask them to send an e-mail to support@anki.com so we can forward their request
Give them the US HQ number, explain it's a voicemail and that all requests go via this number regardless of country requesting
Make full internal notes of name, contact details and request
Inform T2/SV so they can forward the request internally
Give them the US HQ number, explain it's a voicemail and that all requests go via this number because the London office is not yet operational
What do you need to check in the left-hand panel when doing an RMA?
RMA not received is unticked if we are not expecting a return
RMA not received is left ticked if we are expecting a return
RMA not received is unticked once we have received a return
Shipping type is set
Replacement Tracking number
Where did you purchase from
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