Account Management Quiz

A professional and clean illustration depicting a customer service representative assisting a customer with account management issues. Include elements like a computer, customer data, and icons representing subscriptions and payments.

Account Management Quiz

Test your knowledge on customer account management with our engaging quiz. Each question is designed to challenge your understanding of best practices for handling customer inquiries and issues.

Key Features:

12 multiple-choice questions
Covers various scenarios from account updates to payment issues
Immediate feedback on your answers

12 Questions3 MinutesCreated by HelpingHand245

Customer contacted us to ask for the email address linked to his mom's account. She's able to verify the account by providing the last 4 digits of the card. We should:

Send her mom's full email address

Not send her mom's email address (even if she's able to verify)

Provide the username instead

Ask for more verification info aside from the card details to make sure it's the correct account

Customer requested to update the country settings on her account since she's not seeing the option on her account page. We should:

Verify the account first before making any changes

Verify the correct country first before changing it

Advise her to use VPN to be able to update the country settings

Not update the country settings (unless it's Account Takeover)

Customer contacted us to close his account that's on Premium. It was created with Facebook, and doesn't have any email address. How do we proceed?

Verify - Add email address - Send Close Account Verification Email

Verify - Add email address - Delete Account

No need to verify - Add email address - Send Close Account Verification Email

No need to verify - Add email address - Delete Account

Customer contacted us to re-open the account he just closed 6 days ago. How do we proceed?

Verify (if there's any verification info) and undelete the account

Test email, then undelete the accouint

Redirect the customer to the email confirmation to restore the account

Ask for a screenshot of the Close account email to verify the request

We can free-up the email address of the account if:

It's a tech issue and the only solution is to create a new account

The customer wants to close the account

The customer wants to create another account to start fresh

The customer has multiple accounts

Customer received an email that he's account was disabled and the subscription reverted back to Free. We checked the account and this is what we saw. How do we proceed?

Escalate to T2

Process as Chargeback

Contact HD before we proceed with any actions

Verify using full card info

Customer's subscription reverted back to Free. We checked the account and this is what we saw. How do we proceed?

Escalate to T2

Process as Chargeback

Contact HD before we proceed with any actions

Verify using full card info

Customer contacted us saying he was already charged but unable to use his Premium subscription. You checked his account and saw that it's on Free and the recent payment failed with the status 'Non-delivered Product'. What should we do next?

Ask T2 to check why the payment had failed.

Advise to contact bank for support and provide the same merchant ID which failed on our end.

Proceed with the basic troubleshooting steps (incognito,different device, different connection etc.)

Advise that the payment will automatically be refunded since the charge is just a pending charge.

The same thing happened with another customer from India. She mentioned that she was already charged via UPI and wasn't able to see her Premium features. She contacted us and provided the UPI transaction ID. What should be the next step?

Advise her to contact bank and request a chargeback.

Proceed with the basic troubleshooting steps (incognito,different device, different connection etc.)

Advise that the payment will automatically be refunded since the charge is just a pending charge.

Advise that UPI payments usually take 3 working days. She can also contact UPI to check the status of the payment.

The customer was excited to get a Car Thing. However, on the checkout page, she was charged the full price. She contacted us via chat and was hoping we could refund the payment taken. What should we do then?

Contact HD and gather the customer's details. Create a case with the tagging CS-14786.

Create a closed GS1 case with the customer's details and advise her that we will get back to her via email. Tag the case CS-22856.

Advise her to contact her courier so they can issue a refund.

Reply with Live Issue: Payment Issues. Advise that we will update her via email and create a closed HW case with tagging CS-22963.

Customer contacted us since his playlists were missing. You checked the email address he provided, and saw that he has duplicate account. How should we proceed?

Inform the customer that he has duplicate account with us. Offer to merge his accounts to prevent any further confusion.

Advise to log out then log back in. It's best to use an incognito window as well.

Update the email address on the verified account and close it.

Let him know that he needs to log in using a different device.

The customer was previously on Premium. He forgot to pay for his subscription so his account was locked out. He contacted us since he wants to subscribe to Premium but keeps getting declined. You checked his payment history and saw that it was Churn locked. How can he subscribe to Premium again?

Basic troubleshooting (incognito, different device, different connection). Advise to contact bank if done with the basic troubleshooting steps.

Transfer to T2.

Advise the customer use a different payment method. Let the customer try PayPal as a workaround.

Unlock the Churn status and advise the customer to subscribe to Premium again. No need to verify the account.

Unlock and Upgrade

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