Quizizz
Customer Service Issue Resolution Quiz
Test your knowledge on handling customer service issues effectively! This quiz comprises 17 carefully crafted questions that will help you understand the appropriate actions to take in various scenarios. From return complaints to payment disputes, enhance your skills in a fun and engaging way.
Whether you are new to customer service or an experienced professional, this quiz will provide valuable insights into:
- Identifying proper issue types
- Understanding customer queries
- Resolving disputes efficiently
What issue type should we select when the product is in a processing state and the packaging date is breached?
Delivery > Where is my Order? > Delay in Shipping
Delivery >Where is my Order? >Customer Awareness | Anxiety
Delivery > Where is my Order? > Delay in Shipping - LMC
Delivery - Where is my Order? - Delayed Delivery
In the ROH (Used) scenario if the customer complains that his product is not getting picked up, however as per the system details earlier claim got declined from our end. In this situation which issue type do we select while raising the task?
Return/Exchange>I do not agree with your Pick up attempt>No Pick Up Attempt
Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy
Return/Exchange>Where is my pickup>Pickup Delayed
Return/Exchange>Reinvestigation request>Dispute Used product received
Which is the right task to be raised when SDA did not have/give change?
Report Abuse - Misconduct - SDA grooming issues
Report Abuse - Misconduct - SDA refused doorstep delivery
Report Abuse - Misconduct - SDA did not have/give change
Feedback - Delivery/SDA related Feedback - Complaints
Which is the right task to be raised when SDA is being rude, high pitch voice, Arrogant?
Feedback - Delivery/SDA related Feedback - Complaints
Report Abuse - Misconduct - SDA grooming issues
Report Abuse - Misconduct - SDA refused doorstep delivery
No feedback task required.
What issue type should we select when customer says along with return id-1234 another return product picked up which is return is-9870?
Pick-Up > Picked Up Refund Pending > Wrong/Extra/Non Ret item picked up
Refund > Picked up - refund pending > WH/DC status update pending
Return/Exchange>I do not agree with your Pick up attempt>No Pick Up Attempt
Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy
Which task do we have to raise when customer disputing the resolution provided on disputing signature task?
Dispute->POD->Re- Investigate POD
Delivery ->Where is my Order? ->Incorrectly Marked Delivered
Delivery ->Where is my Order? ->Incorrectly Marked Delivered
ML ->POD Required-> Disputing Signature
Which task do we have to raised when a customer has paid via cash (or Phonepe /G-Pay or any other UPI to SDA) and also the amount got debited from POS?
Refund > Refund pending > Bank details received
NEFT -> POS Issue -> Amount debited twice/thrice
Refund -> Order not processed/Multiple Debits/POS -> POS-Card Swiped & Cash collected
Delivery->Where is my Order?->Customer Awareness | Anxiety
Customer complained that he was unable to apply the Sign Up coupon however the order already placed by the customer. What will you inform to the cm?
Ask Screenshot
Decline request and Explain the Terms and Condition of the coupon
Customer can apply the coupon in the next order
Customer can place a fresh order and apply the coupon
For H&S case, if we are approving a claim of refund for the Personal Care item. Which is the supporting task do we need to raise?
Defective product received task
Defective post usage task
Used product task
Wrong product received task
ARN number details would be available to the customer in the app/website & SMS would be sent to the customer on the same. Is this statement true?
No
Yes
Maybe
None of the above
Where do we check ARN number details in SA?
Refund Details" tab at Order/Item level/Return
"Refund Details" tab at return level
"Refund Details" tab at Order level
"Refund Details" tab at Item level
For Selship return, if the product RTOe'd what communication do we need to share with the Customer?
3BD to process refund
Contact courier service
Decline request
Process offline refund
Customer complained he returned a product (RID-4350405869) but did not receive a full refund. According to him he paid Rs.708.00 but received only Rs.599.00. What do we need to inform the Customer?
Complete refund processed
Shipping charges has been charged
Decline request
None of the above
The customer complaints that he placed an order-123456 on 8th July but the product was still not packed and the packaging date was still not breached. What do we inform Customer?
Ask Customer to wait 2BD for update
Raise Delay Shipping task
Share promise date
Share APD of the Order
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