GDPR
GDPR Knowledge Quiz
Test your understanding of the General Data Protection Regulation (GDPR) with our engaging quiz. Whether you are new to the topic or a seasoned professional, this quiz offers a chance to review essential concepts and ensure compliance.
The quiz covers:
- Personal Data Definition
- GDPR Regulations
- Data Access Rights
- Handling Customer Requests
What is personal data?
Information that only includes; customer IDs and order history
The necessity to preserve and protect any personal information, collected by any organization, from being accessed by a third party.
Information that only includes; customer IDs and order history
Truly anonymized personal data
What does GDPR stand for?
General Data Protection Regulation
Guide Data Protection Regulation
Guide Data Privacy Regulation
General data Police Regulation
3. Within what time frame should L1 agents respond to data requests?
2 hours
4 hours
24 hours
30 days
4. When does the GDPR 30 calendar days commence?
When PVH has been alerted of this request
When an L1 agent responds to the individual
When the individual has been located in the PVH data base
When the individual has contacted the Call Centre first time
5. You are an L1 agent and receive a call for Scenario 1 ‘access of rights’? What do you do?
Check Mindtouch article and advise the customer to contact you via the webform or email
Check CSR to see if individual is a registered customer
Immediately alert L2 & L3 to locate individual’s data
Assign to L2 agent in L2 Queue
6. How does L1 escalate a data request ticket?
Close ticket. Data requests are not important
No need for escalation as customer was not found in CSR
Assign to L2 queue
Assign ticket to L2 queue & verbally inform L2 + team manager
7. A data access investigation case was not handled correctly. What are the consequences?
PVH must go to court
PVH becomes blacklisted
PVH pays a fine and reputation damages to the brand
PVH must delete ticket in C4C
8. A customer calls to update their email address, do you?
Check the KB article and request for the customer to contact us via the webform or via email
Check the KB article and inform customer we will complete their request by sending template 1
Inform L2 agent and escalate immediately to L2 queue
Update surname in Nominow and CSR
9. You are an L1 agent. A customer calls wanting to unsubscribe from TH emails. Do you?
Kindly let the customer know that we cannot unsubscribe them from our database
Immediately locate customer’s data in Nominow and click unsubscribe all
Educate customer how he can do it, unsubscribe him and send an email confirming the unsubscription
Assign ticket to L3 agent immediately
10. Which PVH departments are involved in the investigation process?
Social media, CRM, CS, Ecom, Legal, Omnichannel
CSR, CS and legal team
Call centre and PVH customer service team
Legal and customer service team
11. Customer wishes to have access to their stored data. How would you categorize the ticket?
My account related request
Request to delete personal data
Newsletter related query
Request to know what is stored
12. What fines do PVH receive if a ticket is not handled correctly?
Blacklisted from the GDPR EU governmental body
Up to 20 million euros or 4% of the worldwide annual revenue
2 million euros
5 million
13. Customer has requested to have access to his/her data via email. As an L1 agent what are your next steps?
Assign to L3 agent
Respond with Template 1 and report directly to L2 agent verbally & assign the ticket to the L2 queue
Verbally report directly to L3 queue and verbally inform L2 agent, as these tickets need to be handled
Customer cannot be located in Nominow or CSR. Respond to customer & close ticket
14. A customer emails asking to erase their data due to having a poor store experience regarding an offline claim. How do you categorize the ticket?
Offline claim
Feedback
Other
Personal data request
15. Customer sends request via the webform asking ‘what does TH do with her information?’
Escalate to L3 immediately. We only have 2 hours!
Customer is not in Nominow or CSR, no need to escalate
Inform customer that we only use customer email addresses to contact them about marketing queries or customer service related queries
Check mindtouch, send Template 1 and escalate immediately to L2 agent and verbally inform them
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