What would you do?

A customer service representative engaged in a conversation with a customer over chat, showing professionalism and empathy in a modern office environment, with a computer screen displaying customer orders.

Customer Service Scenario Quiz

Test your knowledge and skills in handling customer service scenarios with our engaging quiz! This quiz is designed to challenge your decision-making abilities and improve your understanding of effective communication with customers.

You'll encounter a variety of situations, including:

Delivery issues
Refund processes
Customer emotions
Self-service options

10 Questions2 MinutesCreated by HelpingHand357

Julia contacts us via chat to check the status of her delivery order. She received an email stating her delivery was on the way 45 minutes ago but it has not come yet. What is the first step you would take to resolve this issue?

Tell the customer to call the store because you are unable to make outbound calls

Offer to cancel and replace the order

Check the customer’s order status in Dispatcher.

Advise the customer that you need to contact the store. However, you first need to disconnect the chat in order to do so.

You checked Julia's order status in Dispatcher and her order was sent back to the store. What is the next step you should take to resolve the issue?

Tell the customer to call the store because you are unable to make outbound calls

Inform the customer that the driver has returned the order to the store. It needs to be checked in by a store associate and then it will be canceled by the system.

Advise the customer that you need to contact the store. However, you first need to disconnect the chat in order to do so.

Tell the customer to call us for further assistance

Adam called in because his order is over an hour late, you check Dispatcher and no driver has been assigned. What is your next step?

Offer to cancel and reorder

Tell the customer to contact the store.

You call the store

Tell the customer there is nothing you can do and disconnect the call.

When can you call the store?

Eric is missing his tv remote from his delivery order.

Laioni's delivery order is 55 minutes late and there is no driver assigned to her order.

Jessica's apples were rotten.

Lee did not like the attitude of his delivery driver.

Nikki contacted us regarding a refund for her missing apples and pears. She attempted to use the self-serve option online but was prompted to give us a call. You processed a refund for $5.34. What is the correct expectation to set with the customer?

I have issued you a refund and you will receive the funds in 7 business days

I have refunded you for the missing apples and pears in the amount of $5.34. It will post back to your account within 3 to 5 business days after receiving your email confirmation.

I have refunded you $5.34 for the apples and pears, the funds will post back to your account within 3 to 5 business days.

I have refunded you and you will receive an email shortly with your refund details.

Antonio stated to the chatbot that he is upset that he received someone else’s order. He wants his order 73434344444. How would you greet him?

I am sorry can I have your order number, please?

Hello, welcome to the Walmart Help Center! I am ____ I will be assisting you today. I see that you received the wrong order, that sounds incredibly frustrating and I will be happy to look into this issue for you.

I do apologize may I have your order number?

Hello, welcome to the Walmart Help Center! I am ____ how may I assist you today?

Antonio received the wrong order, how would you assist him?

Tell him he can keep the items he received, refund his order and help him reorder all of their items.

Call the store to get the correct order delivered

Tell the customer he will have to call the store because you cannot make outbound calls

Tell the customer to bring the order to the store to get his order and we will refund the delivery fee.

When should you promote the self-serve refund option?

After issuing a refund

When a customer delivery is late

Never

When the customer wants to edit their order

Sandy's bag of frozen peas had a hole in it and she wanted a refund. Which is the correct expectation to set?

I have refunded you for peas in the amount of $0.99 and it will post back to your account within 3 to 5 business days after receiving your email confirmation.

I have refunded you for peas in the amount of $0.99 and it will post back to your account within 3 to 5 business days after receiving your email confirmation. Did you know that you can report item issues from your account on the website or in the mobile app? It's easy and saves you time

I have refunded you for peas in the amount of $0.99 and it will post back to your account within 3 to 5 business days.

I have refunded and the funds will post back to your account within 3 to 5 business days.

When is it acceptable to use the contact reason Outbound Recovery?

On web callbacks

When the call drops or the customer becomes unresponsive in chat

When you can’t find an option

Never

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