Refresher Quiz

Froggy Jumps

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This is to test your overall knowledge

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Siyabonga Moloi

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Refresher Quiz


Froggy Jumps Refresher QuizVersión en línea This is to test your overall knowledge por Siyabonga Moloi 1 What are remedies for minor defects that we can provide under the Consumer Guarantees Act? a Replace Goods b We do not have to do anything for minor defects. c None of the above 2 2.What are some of the consequences if we breach the Fair Trading Act? a There is no impact at all b Both business and individual can be prosecuted c We will be having happy customers 3 Name a technique that can de-escalate an interaction where the customer may be angry with one of our products or services? a Don't apologize and tell them that it was their fault they did not cancel their Add On b Interrupt the customer whilst they are explaining their situation with your solution c Listen and let them vent 4 When do you need to use empathy? a When the customer is frustrated b When the customer is not upset c When the customer is only begging for assistance. 5 How can you ensure you are actively listening to your customer? a Interrupt the customer to state your point. b Note down key words they say c Make assumptions to get what is happening. 6 In which of the following scenarios should you initiate the High-Risk Authentication Process? a Customer requesting for SIM Swaps b Customer enquiring about the plan allocation c Never Authenticate. 7 Select which of the following actions can be requested only by the Account Owner (Holder). a Setting My 2degrees b Adding IFO c Making payments 8 Statement: For Pay Monthly calls, OTP is required in all instances where authentication is needed. If you are unable to verify a customer via OTP, the manual authentication process must be followed. a True b False c 9 When an authorised user is added, they will be provided with the same access as the Account Holder for MyAccount (My 2degrees). a True b False c 10 You have received an email from the Pay Monthly Account Owner. It is a low-risk query. The customer has sent the email from their registered billing /user email address. Please advise on the next steps you would take. a Reply to the customer, asking them to call care b Complete the request c Initiate OTP  and ask the customer to  respond with the OTP 11 Are you allowed to view and modify your own account in Tahi? a Yes, absolutely. b Definitely not. c 12 Where do you go to send the OTP to the customer? a Finance widget b Customer Information widget c Customer Communication widget 13 Can a customer pause their own MSISDN in My2degrees currently? a Of course. b Not at all. c 14 In My2degrees is there the ability to Bring your Number? a Never b Indeed there is. c 15 In 2degrees NZ app is there the ability to change plan? a Yes b No c 16 In 2degrees NZ app is there the ability to change Spend Control? a No b Yes c 17 You have placed the request for shared data on Tahi. Advise which of the following widget you can navigate to see if the request has gone through? a Customer Information widget b Provisioning & Assurance widget c Account Summary widget 18 18.From which of the following widgets you can check the amount of the latest invoice? a Account Summary widget b Provisioning and Assurance widget c Customer Communications widget 19 From the options below, what troubleshooting steps would you try if a customer is unable to send text messages? a Dial 1001# b Text "Text" to 233 c Set the SMSC to +64220227672 20 From these options, what troubleshooting steps would you try if a customer is unable to receive calls? a Check they have enough credit/spend control b Check their location for coverage and network outages c Set the SMSC to +64220227672 21 Penina is not able to make calls off her phone, what troubleshooting steps would you try with Penina? a Check Penina has the correct APN settings loaded into her device b Advise Penina to check her SIM card in another device c Non of the above

Refresher Quiz

Froggy Jumps

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Creada por

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Quiz de Culpa mía película

Froggy Jumps

Refresher QuizVersión en línea

por Siyabonga Moloi

What are remedies for minor defects that we can provide under the Consumer Guarantees Act?

2.What are some of the consequences if we breach the Fair Trading Act?

Name a technique that can de-escalate an interaction where the customer may be angry with one of our products or services?

When do you need to use empathy?

How can you ensure you are actively listening to your customer?

In which of the following scenarios should you initiate the High-Risk Authentication Process?

Select which of the following actions can be requested only by the Account Owner (Holder).

Statement: For Pay Monthly calls, OTP is required in all instances where authentication is needed. If you are unable to verify a customer via OTP, the manual authentication process must be followed.

When an authorised user is added, they will be provided with the same access as the Account Holder for MyAccount (My 2degrees).

You have received an email from the Pay Monthly Account Owner. It is a low-risk query. The customer has sent the email from their registered billing /user email address. Please advise on the next steps you would take.

Are you allowed to view and modify your own account in Tahi?

Where do you go to send the OTP to the customer?

Can a customer pause their own MSISDN in My2degrees currently?

In My2degrees is there the ability to Bring your Number?

In 2degrees NZ app is there the ability to change plan?

In 2degrees NZ app is there the ability to change Spend Control?

You have placed the request for shared data on Tahi. Advise which of the following widget you can navigate to see if the request has gone through?

18.From which of the following widgets you can check the amount of the latest invoice?

From the options below, what troubleshooting steps would you try if a customer is unable to send text messages?

From these options, what troubleshooting steps would you try if a customer is unable to receive calls?

Penina is not able to make calls off her phone, what troubleshooting steps would you try with Penina?