Standard operation processes test
Standard Operating Procedures Quiz
Welcome to the Standard Operating Procedures Quiz! This quiz is designed to assess your understanding of the essential processes involved in managing customer service scenarios effectively.
By participating, you will:
- Evaluate your knowledge of standard operating procedures.
- Identify the correct actions to take in various customer service scenarios.
- Be prepared for potential disciplinary processes related to mismanagement.
If a customer is calling because his service is not working and the submitted order is on Held Status. You Should:
Transfer the Call to Tech Department
Check Remarks and Transfer
Check Remarks
If the Remarks says that the order is Held because of ENG(Engineering). You should:
Transfer to Tech
Create an INC Ticket
Chat with COR
Chat with DLOR
If the Remarks says that the order is Held Because PPO. You Should:
Chat with COR
Transfer to PPO For Special Handling
Create ARMOR Ticket
Tell the customer to callback within the next 3 to 5 days
If the Remarks says that the order is on Hold because of Reschedule Tech, You Should:
Transfer to Tech for Reschedule
Offer a Free Month as an appeasement and Reschedule the order with COR
Submit an INC Ticket
I Acknowledge I have reviewed each question and policy and I understand the proper process to manage with the Pending orders, which NONE of them require a transfer to any department. In case I transfer the calls, I Understand this is considered a mistransfer and work avoidance. If I do not know how to proceed in a specific scenario I am responsible to reach out for help to my Supervisor and or SME. I'm accountable for this processes mentioned, any failure on this will lead to disciplinary processes.
I need to review with my supervisor
Acknowledge
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