JB Hi-Fi PayPal Quiz

Test your knowledge about handling PayPal disputes and improve your skills in customer service with our JB Hi-Fi quiz! This quiz covers essential protocol and best practices.

5 engaging questions
Multiple choice format
Learn about effective communication in customer service

5 Questions1 MinutesCreated by ResolvingWizard523

When I come across an email where I can see the order has a PayPal dispute open, do I:

Respond to the customer's ticket

Just close the ticket

Add a note in COUI for management's reference and close the ticket

Skip the ticket and move on to the next, leaving it for someone else to deal with

We don't ever issue a refund in COUI when a PayPal dispute is open because:

The refund would be received by the customer much sooner if done directly through PayPal

We never issue PayPal refunds in COUI anyway

The refund button doesn't work for an order when a PayPal dispute is open

Paypal place a hold on the funds once a dispute is opened, so any refund that is not issued through their Resolution Centre will not only fail, but will not solve the case

All of the above

None of the above

Why shouldn't we respond to a customer's email in Zendesk when a PayPal case is open?

To avoid double handling

To make sure all communication between JB Hi-Fi and the customer can be monitored by PayPal to assist in their investigation if required

To avoid having too many different team members trying to take care of the one issue

Because not all team members are trained in PayPal disputes and so don't necessarily have the knowledge to know what to do for an order where a dispute is open

All of the above

What should we always do first after reading an enquiry from a customer or answering a phone call?

Search their order number in COUI and read the notes to get up to speed before taking any other action

Respond to the customer immediately and check everything else later

Ask your team lead to look at the order because you're not sure what to do but also haven't read the notes

Respond with what you think is right and hope for the best

None of the above

What can I do proactively to help lower our ticket count when resolving an enquiry?

Search for other tickets in Zendesk and close them if enquiry has been responded to or resolved.

Always keep the user tab on the right hand side of Zendesk open so you can actually see without searching any other tickets the customer may have open with us. You can then click into them and close any double ups.

Respond to another team member's ticket if you come across it and they are not working that day

All of the above

JB Hi-Fi PayPal Quiz

JB Hi-Fi PayPal Quiz

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