<div>Take a Breath to <strong>Get Ready</strong>, and we'll start the Intermediate Quest. <strong>Nothing can stop you now!</strong></div>

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The Ultimate Customer Service Challenge

Welcome to the "Ultimate Customer Service Challenge!" Test your skills and knowledge with 11 intermediate-level questions specifically designed for customer service scenarios. This quiz is perfect for enhancing your understanding of customer inquiries and the best practices in handling them.

Get ready to:
- Improve your problem-solving skills
- Learn effective communication strategies
- Boost your confidence in customer interactions

11 Questions3 MinutesCreated by SupportingStar204

A customer just placed an order and its ERP status is Open, the customer is asking for a copy of their order's invoice for tax filing. The customer also mentioned that their Finance team confirmed that the order confirmation email is insufficient to use. How will you proceed with the request?

Generate the invoice in ERP

Request a copy in the CX-Marketplaces channel

Send the ‘Invoice Request’ CR and create a manual invoice as an alternative copy

Inform the customer that we can only send the invoice once their order has been shipped

A customer accidentally placed 2 orders for MagSafe® Compatible Aramid Fibre Phone Case and wants to cancel the second order. Which cancellation process will you follow?

SP Bundle Cancellation Process

Bundle Cancellation Process

Normal Cancellation Process

All of the above

A Norwegian customer said that he was charged a 270,00 NOK from their customs office. The customer mentioned that they already paid 27.00 Euro at checkout and is asking why he needs to pay another charge. How would you process this?

Since Norway is part of the European Union (post-Brexit), Mous will cover the additional costs completely (100%)

Since Norway is not part of the European Union (post-Brexit), Mous will only cover half of the additional costs (50%)

We won’t pay for any charges (post-Brexit)

A UK customer is not satisfied with their purchase of the Evolution Cycle - Charging Suction Mount Kit, amounting to £99.00 and wants to return it. The customer didn’t provide any reason for the return request. What is the best process for this?

Send the CR 'RETURN - CHANGED MIND (50% REFUND OFFER)'

Send the warehouse address immediately

Send the CR 'RETURN - FULL REFUND (No Return)'

Send the CR 'RETURN - PARTIAL REFUND (No Return)’.

Gify

Let's keep on going!

Note: Open the order number in Shopify and use it as a guide to answering this question.

A customer complains that they are not able to receive any confirmation email and is asking for an update on their order. The customer’s order number is RW-33107. How should you proceed?

Check the order’s whereabouts and provide the latest tracking details

Check the customer’s email address in Shopify and see if it is the same email address from FD. If yes, educate the customer that it was sent in that E-add. If not, update Shopify, resend the confirmation emails, inform the customer and provide the order’s status.

Escalate the issue and provide the order’s tracking details.

An IGG customer purchased 3 cases (4 years ago) for iPhone 8, which have separated. They saw on the website that we offer a Lifetime Warranty, and the customer is now asking if we can send replacement cases for the same device and have provided their shipping address. How should you proceed?

Replace all items as a courtesy

Refund the cases

Inform the customer that we can no longer cover the warranty and provide 20% DC

Inform the customer that we can no longer cover the warranty and seek approval from TL for a 50% DC

A customer no longer wants to receive marketing mail from Mous, what should we do?

Send a request to the CX-Marketing Channel to remove the customer from our system

Log the customer’s email address in the CX Unsubscribe list sheet, then confirm that we have removed them from our system

Seek approval from your TL/SME to remove the customer from our system

A customer complained that they received the wrong screen protector and unfortunately, they have thrown the packaging already due to excitement. How should you proceed?

Confirm which size they need and compare it to the item in their order, then proceed with the next step

Process a replacement and send the same product to the customer

Seek help from your TL/SME on how to answer the ticket

A customer doesn’t want to accept our phone damage explanation (3 emails were sent to the customer) and wants to receive compensation from Mous. What will you do?

Escalate the ticket to Cat

Escalate the ticket to your SME/TL

Push back and offer a replacement + refund

Push back and reiterate that we can only refund or replace their order (case)

One last for this quest!

A customer had a car accident and thankfully, his phone is still 100% working. However, the case was beaten. The customer is asking if we can send him a replacement case.

The customer has posted 3 positive reviews on our Trustpilot page and mentioned that their whole family is using Mous products. Which process is best for the customer?

Inform the customer that we are not able to send a replacement case as the issue is not covered by the warranty

Inform the customer that we cannot send a replacement, but can provide a discount code (20%)

Seek approval from the SME/TL for an exemption to send a replacement case

Take a Breath to Get Ready, and we'll start the Intermediate Quest. Nothing can stop you now!

The Ultimate Customer Service Challenge

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