T2 Quiz

A detailed customer support scenario illustration, featuring a friendly representative assisting a customer via phone or computer, with visual elements representing technical issues like missing items, refunds, and order tracking.

Customer Support Scenarios Quiz

Test your knowledge and skills in handling various customer support situations with our engaging quiz! Designed for those in the field of customer service, this quiz covers a range of scenarios you may encounter.

12 thought-provoking questions
Multiple choice answers to challenge your understanding
Scores to track your performance and identify improvement areas

12 Questions3 MinutesCreated by AssistingEagle247

A consumer contacts to say a low value peripheral or component is missing (cable etc). What do you do?

Nothing. Close the case and push back gently Customer if he is annoying.

Escalate to CRT.

Raise a ticket to Arvato / Weight check in first instance.

Provide a link where Customer can find those cables on internet.

2. A Consumer is requesting an invoice with unavailable Self-Request (out of time to request it), what do you do?

Put the case On Hold in the queue with a courtesy Email.

Explain briefly to Consumer that you have personal trauma each time you see the word “Invoice”, you will be no longer able to assist with this request.

Escalate to CRT with a courtesy Email.

Ticket to Arvato as they should send Invoice in the parcel + courtesy Email.

3. A consumer contacts to say we have taken more money from them than we should have. What is the process?

Explain to Consumer that such issues are impossible, refer them to their bank institution, then close the case.

Request proof of the transaction in the form of a scanned paper bank statement, then escalate to CRT if provided.

Request proof of the transaction in the form of a scanned paper bank statement, then refer Consumer to Support.

Explain kindly to Consumer that he is not the first one trying to get refunds with some random screenshots of their phones and never reaching back with a real bank statement.

4. A consumer contacts had difficulty making a purchase on CX repurchase event and troubleshooting has not resolved the issue. What do you do?

Ask Customer if he is a time traveler.

There isn’t any event anymore.

Close the case and mark the owner as “Kamil Machalski”, then report / blame it to Team Lead as a mistake.

5. A consumer contacts to say an element of their order is missing (example the controller that comes with the PS5) What do you do?

Raise a ticket to perform a weight check / Ask pictures if T1 didn’t requested.

Raise a ticket to request pictures, push to mark as lost if no further proofs.

Raise a ticket to perform a weight check but also provide photos of your last trip in Bieszczady to Vita (Poland wildlife enthusiast).

Redirect the customer to the carrier.

6. A consumer claims they have not received their refund. What do you do in first instance?

Verify the Refund History with the Payment Team (Escalation to CRT).

Request proof of the transaction in the form of a scanned paper bank statement.

Gently explain to the Consumer that the best way to resolve this dispute will be to hire a lawyer to file a lawsuit with PlayStation. Then use the “Worst Lawyers contacts listed by Region” Template.

Verify the Refund History/RMA status & Payment Transaction fields on the order in SAP.

7. A consumer contacts to say that their order was not received. The consignment status shows as Failed delivery – return to sender. Tracking shows package is at the warehouse and it was delivered there more than 2 business days previously. What do you do?

Raise a ticket in first instance.

Check there has not been recent network activity (if there has escalate to CRT) - Process a refund + Email.

Send the case to Adam because it gives you serious headaches (you are back from PTO).

Escalate to CRT directly.

8. When a consumer contacts to say their replacement order has not been received, the warehouse confirmed they has received the return and the replacement order was dispatched, seems lost. What do you do?

Escalate to CRT once issue confirmed as they are the only ones able to create refund in this situation.

Create an RMA on the original order and then perform the refund via the RMA.

Create an RMA on the ‘replacement’ order and then perform the refund via the RMA. If not possible, escalate to CRT.

Send E-mail to Cu and place a new order from your own PS Direct account with address of Cu. Once received by Cu, request Cu to refund you by providing your personal Bank information or PayPal (Friendly transfer with no charges).

9. What should you do when you are unable to process a refund with error message?

Check that the refund has not already been processed (checking refund history/returns status and payment transaction entries in SAP) & refer customer to his bank institution.

Inform the customer that his/her order has been marked as a Fraud.

Check that the refund has not already been processed (checking refund history/returns status and payment transaction entries in SAP) & Escalate to CRT.

Escalate to CRT directly.

10. A consumer contacts to say that their order was not received but the consignment status in SAP shows as Delivered - the status is delivered but the POD is inconclusive. What do you do?

Check network activity in PACMAN / Raise a ticket.

Escalate to CRT.

Advise the customer to contact carrier.

Advise the customer that there is much worst in life than not receiving a package, he could be born in Canada for example.

11. A consumer contacts to say that their order was not received. The consignment status shows as Lost Package contact consumer care. What do you do?

You can proceed to refund the consumer.

Raise a ticket to confirm it as lost then refund.

Send the case to Kacper because you are too afraid to make refunds (you are fired in 1 week).

Redirect Customer to PS Support.

12. A Consumer contacts to say that the console is banned, but have no order in SAP.

If the console is from a third party seller confirmed, send template “Chargeback Against 3rd Party Order - Unable to Assist”

If the console is from a third party seller confirmed, escalate to CRT.

If the console is from a third party seller confirmed, send template “Chargeback Against 3rd Party Order – Console remains suspended”

Explain to Consumer that if you find a console on Ebay for 100 Euros, it doesn’t smell good.

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