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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
Can a client cancel one service and not all?
Yes
No
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
Is it important to have clear documentation?
Yes
No
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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