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If a client requests their password to be reset, what should you do?

Submit a support ticket

Reset their password through support dashboard

Tell client to submit their own support ticket

Submit cancellation request

Where would a client update their password in Client Area?

Client Area under My Services

Client Area under My Account

Client Area under Help

Client Area under Support

If a client is requesting to cancel services, how would you assist them?

Tell the client their out of luck

Advise the client you can submit a cancellation request on their behalf

Submit a support ticket for the client

Escalate this issue

Where would you find how to cancel services?

Knowledge Base

Client Area

Support Dashboard under Actions

There are no cancellation instructions

Where would you (the agent) submit a support ticket?

Billing in client area

Tell client to email their issue

Client Area

Support Dashboard

Where can our client update their web hosting account email address?

Client Area under My Services

Client Area under My Account, Edit Contact Details

Client Area under Help

Client Area under Support

If a client needs help with getting started with their website, what should you do?

Submit a support ticket

Tell the client to submit their own support ticket

Resend their welcome letter

Advise that's not your department

Where can you access a clients welcome letter?

Knowledge Base in Client Area

Client Area under Support

Support Dashboard, under MISC (Actions Button)

Unfortunately, we are unable to assist you

Why is it important to have clear documentation?

Quick resolution time, limit back and forth tickets, avoid cancellation

Customer Service will only ask the questions again

It's not important if the customers doesn't give the information

None of the above

If a customer requests a call back from Customer Service, what is your response?

I can submit a support ticket to have someone call you back

Someone will contact you within 24 hours

Our back-office support team communitcates by chat and or support ticket.

They don't have a phone number

If a client requests a breakdown of services and costs, you should?

Refer the client to submit their own support ticket

Refer the client to Client Area and look under My Invoices

Refer to support dashboard under products, invoices and costs

Submit a support ticket in Client Dashboard

Where can our client update their payment method?

Knowledge Base

Submit a cancellation request

Log into Client Area, under My Account, Edit Payment Method

Submit a support ticket on behalf of the client

If a client is vague about why they are calling, you should?

Tell the client to call back once they know what they need help on

Using probing questions to obtain the reason for the call

Submit support ticket and note customer needs help

Advise the client you cannot assist them

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