Customer Support Quiz

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Customer Support Knowledge Quiz

Test your knowledge in customer support with our engaging quiz! This quiz features 10 carefully crafted questions to gauge your understanding of customer service scenarios and solutions.

By participating, you'll get to:

Learn more about best practices in customer support
Evaluate your response strategies
Enhance your skills in handling customer inquiries

10 Questions2 MinutesCreated by HelpfulOwl258

I purchased this from a reseller but it has now developed a hole in it. What can you do?

We can create a replacement order

Nothing, unfortunately there contract is not with us they would have to contact the reseller directly

We can issue them with a $25 goodwill voucher

As long as we have proof of purchase from the reseller we can proceed as usual

A customer has emailed saying that they have spilt coffee on their hoodie and they can’t remove it by washing. What would you do?

Tell them we can’t be held accountable for this

Replace straight away if in stock, using faulty replacement macro - if not offer alternative

Use the accidental damage macro and replace it on this occasion, making it clear this next time we can’t be held responsible

Tell them to use a stain remover on the hoodie, if it doesn’t come out then ask them to get back in touch

A customer has emailed in about a missing item from their order. You check their order history and see they have made a claim like this before. What steps would you take?

Ask if the box was damaged/ tampered with, inform customer you are going to check with the warehouse the weight of the parcel when it left the parcel and let them know we need to investigate this as it has happened before

Refund missing item straight away and write a note on shopify profile

Send a replacement straight away or offer alternative item

Tell the customer that they have claimed a missing item multiple times and due to this we can not take any further action

You’ve issued a replacement order for a customer who received a faulty item. What details do you need to add to Shopify if any?

Original Order Number, Fault, Ticket Number and replacement Order Number

Original Order Number, full product name, description of fault, replacement Order Number

Fault, Ticket Number, Product Type and Replacement Order Number

Original Order Number, Customer Name, Colour of product, new Order Number

In what circumstances would you issue a partial refund?

Never, we no longer do this

When there is a minor colour discrepancy between items

If we are unable to issue a direct replacement for a faulty item

With a late delivery

What is the difference between the new heavyweight and the old heavyweight material?

Nothing they are exactly the same

The new HW is made with a loopback fabric, the old HW is made with a brushback fleece fabric

Price - the new heavyweight is more expensive

The old heavyweight is thicker than the new heavyweight

Is PANGAIA a unisex brand?

Everything is unisex other than our dresses

No all our products are gendered

Yes all our products are unisexed

The majority of our clothing is unisex, however we have started to gendered items. The difference can be found in the product name.

I want to know the measurements of your track pants, where can I find these?(what would you advise the customer?)

Advise the customer to look at the size guide on site

Advice that we no longer offer our size guide with measurements and apologize

Send a screenshot of the measurements for the product specified by the customer

Advise that size guides with measurements are coming on site within the next 6 weeks and thank them for their patience

Where are your products manufactured and are they ethically made? (what would you advise the customer?)

All items are made in Europe, mostly Italy and Portugal

Portugal and Spain

Italy and the UK

Spain and Turkey

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