JB Hi-Fi PayPal Quiz
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
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
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