Standard operation processes test

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Standard Operating Procedures Quiz

Welcome to the Standard Operating Procedures Quiz! This quiz is designed to assess your understanding of the essential processes involved in managing customer service scenarios effectively.

By participating, you will:

Evaluate your knowledge of standard operating procedures.
Identify the correct actions to take in various customer service scenarios.
Be prepared for potential disciplinary processes related to mismanagement.

7 Questions2 MinutesCreated by ResolvingAgent2023

If a customer is calling because his service is not working and the submitted order is on Held Status. You Should:

Transfer the Call to Tech Department

Check Remarks and Transfer

Check Remarks

If the Remarks says that the order is Held because of ENG(Engineering). You should:

Transfer to Tech

Create an INC Ticket

Chat with COR

Chat with DLOR

If the Remarks says that the order is Held Because PPO. You Should:

Chat with COR

Transfer to PPO For Special Handling

Create ARMOR Ticket

Tell the customer to callback within the next 3 to 5 days

If the Remarks says that the order is on Hold because of Reschedule Tech, You Should:

Transfer to Tech for Reschedule

Offer a Free Month as an appeasement and Reschedule the order with COR

Submit an INC Ticket

I Acknowledge I have reviewed each question and policy and I understand the proper process to manage with the Pending orders, which NONE of them require a transfer to any department. In case I transfer the calls, I Understand this is considered a mistransfer and work avoidance. If I do not know how to proceed in a specific scenario I am responsible to reach out for help to my Supervisor and or SME. I'm accountable for this processes mentioned, any failure on this will lead to disciplinary processes.

I need to review with my supervisor

Acknowledge

Standard operation processes test

Standard Operating Procedures Quiz

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