Task Not Raised & Invalid Probing
Mastering Task Management in Customer Service
Test your knowledge and skills in effectively managing tasks related to customer service scenarios. This quiz is designed for professionals who wish to enhance their understanding of task-related responses to customer inquiries.
Discover where you stand with topics like:
- Identifying appropriate tasks
- Handling customer complaints
- Managing delivery disputes
- Addressing customer feedback
On SA, you see the above image, what are the tasks that you're supposed to be raising?
Wrong Product task
Wrong Product Task + SDA Feedback Task
Ask the customer to create a new RID
Wrong Product Task + Disputing Pickup Attempt
Today (21.06.2023) customer reached on SM for Incorrectly marked delivered case wherein you see that the product was delivered on (17.06.2023). Now is the Disputing Signature task required?
Yes
No
Is 2 disputing delivery tasks required if the customer is disputing (Basis the above image)?
False
True
The VOC is 'I called the customer care and “Champions” XXX and XXX kept me on wait for the longest time and rudely cut the call on my face. I request you to take action against them both''. Which is the right task to be raised?
Report Abuse - Misconduct - Racial/Religious Abuse
Report Abuse - Misconduct - CS agent contact Customer on unofficial purpose
I have a feedback for you > Customer Care Executive
Report Abuse - Misconduct - CS agent abused Customer
Product code '21919922' customer says he received only the 'thermal Jacket' and the bottle was missing. Now on SA, you see that L1 has raised 'Full Item Missing' Task. Is the Action correct?
No
Yes
Which is the correct issue type to be used when the customer receives wrong size twice?
Other > I have feedback for you > Size
Other > I have feedback for you > Image mismatch
Other > I have feedback for you > MRP
Other -I have feedback for you -Size Chart/Warranty/Product Description Issue
Order number: 123589048579932713201, customer reached us on 17 May 2023, 1:20 AM, what is the right action to be taken?
Raise Customer Awareness | Anxiety
Raise Delayed Delivery Task
Raise Disputing Delivery Attempt Task
Ask the customer to wait till EOD for the Product to get delivered.
Customer VOC is 'You need 10 days to deliver an item what a pathetic condition of your logistics.' Would you ask the customer to elaborate?
Yes
No
As per the notes on SA, the task was approved on the 9th. Now as a champion what action will you take?
Take Disputing Pickup Attempt task
Arrange callback on the Wrong Product Task
Ask the customer to wait for the next day for the product to get picked up.
None of the above
Customer reaches out to us disputing the delivery. Now when you check SA, you see a Delayed Delivery task prevailing the same packet. What is the action you are supposed to take?
Close the Delayed Delivery and raise disputing delivery.
Follow up on Delayed Delivery
Keep both the tasks open
None of the above
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