Monthly Quiz Sep 2016

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Anki Product Knowledge Quiz

Test your knowledge about Anki products and customer support best practices! This quiz includes essential questions to help you understand Anki's offerings and how to assist customers effectively.

Multiple choice and checkbox questions
Focused on customer service scenarios
Great for Anki team members

15 Questions4 MinutesCreated by EngagingSupport202

If an Anki product is not available in a certain country, what do we do?

Apologise and explain which countries Anki has launched in

Refer the customer to an authorised reseller

Tell them to use a freight service

Make them aware that the hardware warranty is only valid in the countries Anki.com sells in

Regarding ONLINE DRIVER PROFILE TOC START HERE, tick all correct answers.

T1 can access the dashboard using the given username and password

You can tell the customer "I found XXX profile with your e-mail address"

Ask the customer what their Anki Account e-mail address is to verify the Online Profile is theirs

T1 should always escalate a case to T2/SV if an account change needs to be made

You don't necessarily need to ask for the Device Make&Model; Device ID; Mobile OS version; App version or other

You should note all relevant information in an internal note before the Dashboard is accessed (Device ID, App version, etc.)

If an e-mail has no content in the body but it does have attachment, what is the correct thing to do?

Reply to the customer, apologise but inform them they need to repeat their request

Leave the e-mail in the queue for T2; it is junk mail

Open the attachment to see if you can find out more

Leave it in the queue because you don't know what to reply

A customer requires a piece part and has bought his car / SK from Anki.com. What do you need to fulfil their request?

A customer requires a piece part and has bought his car / SK from an authorised retailer. What do you need to fulfil their request?

When do you need to add an internal note to a ticket?

Always if the ticket is in a language other than English

To summarise a call: request, reply and outcome

Never

To summarise a long e-mail: main points

To summarise a chat if over 10 lines long

Always

When escalating a case

What should be included in an internal note?

When can you set a ticket to pending?

If the cx has asked for info and you have replied with all the answers

When you have offered a solution then said "contact us if you require further help"

If a certain SOP requires this

If you have followed-up, had no reply and then have used the "follow-up" macro

When can you set a ticket to solved?

After a call that does not need further action

After receiving confirmation from a customer that issue has been resolved

When you didn't hear back from a customer after following up

When you think you have solved a cx's issue but do not have confirmation

If a customer calls requiring to speak to marketing or sales, how do we proceed?

Ask them to send an e-mail to [email protected] so we can forward their request

Give them the US HQ number, explain it's a voicemail and that all requests go via this number regardless of country requesting

Make full internal notes of name, contact details and request

Inform T2/SV so they can forward the request internally

Give them the US HQ number, explain it's a voicemail and that all requests go via this number because the London office is not yet operational

What do you need to check in the left-hand panel when doing an RMA?

RMA not received is unticked if we are not expecting a return

RMA not received is left ticked if we are expecting a return

RMA not received is unticked once we have received a return

Shipping type is set

Replacement Tracking number

Where did you purchase from

Monthly Quiz Sep 2016

Anki Product Knowledge Quiz

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