<div><strong> The FINAL SHOWDOWN is up! <br /><br />Requirements: Must have completed the ‘Beginner & Intermediate Quests. Now, head on!</strong></div>

A vibrant and dynamic image showcasing a customer service representative helping a customer, surrounded by smartphones and accessories in a modern office environment.

The FINAL SHOWDOWN Quiz

Test your knowledge and skills in our FINAL SHOWDOWN Quiz! This quiz challenges your understanding of customer service protocols, warranty claims, and order management in an engaging way.

11 thought-provoking questions
Multiple choice format for ease of answering
Get ready to score and level up!

11 Questions3 MinutesCreated by HelpingHand227

A customer with a complaint about phone damage is asking for a replacement case since his phone is still covered by the Apple warranty, but Apple will be replacing his iPhone 12 Pro Max with iPhone 13 Pro Max. What process is best for the customer?

Send the damaged phone CR (Edit as needed) and inform the customer that we can only send the same phone unit as a replacement.

Send the damaged phone CR (Edit as needed) and inform the customer that we cannot upgrade his replacement case, but a 50% discount code can be provided.

Send the damaged phone CR (Edit as needed) and inform the customer that you've reached out to your manager for support, and will get back to them ASAP.

Send the damaged phone CR (Edit as needed) and inform the customer that we can definitely upgrade his case replacement.

A customer purchased her iPhone X case 3 years ago (2018) and is now complaining that her case has come apart. The customer wants a replacement case but needs a case for iPhone 12 Pro now. What is the best process for the customer?

Grant the warranty claim and process an ‘upgrade’ replacement

Reject the warranty claim and offer a refund

Inform the customer that we are not able to upgrade their case based on our warranty policy, but we can give a 50% specific discount code for i12 as an exemption.

A ROW order (1 TPU Screen Protector) with this info is flagged as high fraud, what is the best process for this order?
-Characteristics of this order are similar to fraudulent orders observed in the past
-Billing street address doesn't match the credit card's registered address
-Billing address ZIP or postal code doesn't match the credit card's registered address
-Email address doesn't exist

Release the order

Email the customer and inform them the order was put on hold due to being a high risk

Escalate the order to HQ and seek approval to release it

Cancel the order immediately due to indicators shown in the Fraud analysis

A UK customer claims that they ordered 5 items but only received 1 case, they are missing the WC, CW, SP, and iPad case. They want to receive the missing items as soon as possible. What is the next step for this customer?

Apologise for the incident, send the "Variance Pick Error (Initial Response)" CR - edit as needed, and replace the missing items

Apologise for the incident, send the "Variance Pick Error (Initial Response)" CR - edit as needed, and refund the missing items

Apologise for the incident, send the "Variance Pick Error (Initial Response)" CR - edit it and ask for a photo of the parcel label. Send the photo to the Logistics channel before processing a replacement

Immediately seek approval to replace/refund the order

You must focus on the step in front of you, not the entire staircase. Keep going.

A customer is asking for their order status as they haven't received any shipping email. You checked ERP and found out that it was on 'shipping' status for 5 days now. You also checked SupplyStream and the shipment number is not in there. What should you do next?

Escalate the order to HQ and inform the customer that we are processing it

Delete the shipment file and reprocess the order, then inform the customer that there has been a glitch on our system and that you've escalated the issue now (integration error)

Refund the order

Immediately seek approval from your TL/SME on what to do

A customer informed us that they received a case full of scratches and asked if they could return it for a brand-new case. What is the next step?

Send the CR ‘Arrived Damaged - Requesting Photos’, then process a replacement

Send the CR ‘Arrived Damaged - Requesting Photos’, then process a refund as the case is not defective

Send the CR ‘Arrived Damaged - Requesting Photos’, then seek approval for replacement

Send the CR ‘Arrived Damaged - Requesting Photos’, then escalate the issue to HQ

Note: Open the order number in Shopify and use it as a guide to answering this question. Order number RW-54620 was put on hold and the customer is checking for its status. After checking the system, you saw that there was an issue with the customer’s address. How would you process it?

Inform the customer that our system was not able to process the order since the address was not written in English. Ask the customer to confirm their shipping address in English form.

Inform the customer that there has been a technical issue and have put their order on-hold

Use Google Translate to check for the English version of the customer’s address and update their order. Inform the customer that there was a slight dispatch delay, but assure the customer that their order is being processed.

A UK customer informed us that they received an order containing the following items: MagSafe® Compatible Aramid Fibre Phone Case, a MagSafe® Compatible Vent Mount, and a MagSafe® Compatible Card Wallet. However, he only purchased a Limitless 3.0 iPhone 11 case. What is the best process for this customer?

Escalate the incident to HQ then ask the customer to send all items back to the warehouse, refund the return postage costs, and process a replacement

Escalate the incident to HQ then ask the customer to send all items back to the warehouse, return the postage fee not covered and process a replacement via express delivery

Process a replacement containing the correct item and let them keep the items

A customer asks for detailed information about the 2022 iPhone, such as size, colour, and specs. How should you respond to the customer?

Send CR ‘Do you know what the 2022 iPhone will be called or when it will be released?’

Send CR ‘How can a case be available so quickly after the iPhone has been announced?’

Send CR ‘What do you know about the 2022 iPhone?’

Your going to get out of here & you're going to get the Expert Key!

A Canadian customer mentioned that it has been a month since they saw an update from their tracking link. The customer wants to know if they will be receiving the order or not. The order was shipped via Standard shipping. How should you address the issue?

Check the customer’s tracking information and verify when the last update was. If it’s more than 7 days - tag the order as LIT and ask the customer to confirm their shipping address so we can process a replacement

Check the customer’s tracking information and verify when the last update was. If it’s more than 7 days - tag the order as LIT and process a replacement order

Assure the customer that the order is on its way and they should be patient

The FINAL SHOWDOWN is up!

Requirements: Must have completed the ‘Beginner & Intermediate Quests. Now, head on!

The FINAL SHOWDOWN Quiz

More Quizzes

The FINAL SHOWDOWN is up! Requirements: Must have completed the ‘Beginner & Intermediate Quests. Now, head on!

The FINAL SHOWDOWN Quiz

More Quizzes

The FINAL SHOWDOWN is up!

Requirements: Must have completed the ‘Beginner & Intermediate Quests. Now, head on!