ETHOS
What 3 Key Areas make up the bet365 Customer Service Ethos?
RESOLVE
INFORM
ENHANCE
Which main resource can be used to profile a customer's account?
Account Manager
What are the 2 different types of security we would look to ask for if a customer is NOT logged in
Standard or Enhanced
When a customer has an orange User Activation Status, what does this mean?
The account is currently suspended
"Hello. I am looking in to the query for you now, please hold one moment whilst I review the conversation so far."
USAAcceptTransfer
Be Concise, Guide & Educate, and Focus on the Positives fall under which CS ETHOS bucket?
INFORM
Which resource can we use to view documents submitted by the customer?
V-Tool
Which symbol would you look for to contact an Internal team on Zendesk?
9-box (rubix cube) icon - Internal Chat
A customer is looking to reactivate their account and you see their status shows as Customer Auto Re-Open. What does this mean for the customer?
The customer is able to reactivate the account from their end, rather than needing bet365 to remove the closure.
You have resolved the customer's query and have advised them accordingly. Which quick code can now be used?
USAAnythingElse
Acknowledge & Understand, Take Ownership, and Use All Available Resources falls under which CS Ethos bucket?
RESOLVE
What is main reason we would look to use Bet Slip Viewer?
Void a bet
What 3 elements are important to include in a Member Note?
1) CONTACT
2) customer's query and/or what customer is advised
3) Contact ID
True or False: If a customer is Suspended No Login, they would still be able to login to request a withdrawal, however they would not be able to wager.
FALSE - the customer would not be able to login at all
You ask the customer a question, but they don't respond after 1 minute. Which quick code would you look to use?
USANoResponse1
Build Rapport -- Show Empathy -- Personalize -Celebrate customer's joy -- Take Pride in the work you do -- Be positive in your outlook about the offerings of bet365 even in the face of conflict
This site will be used to receive incoming phone calls
Avaya
What is the difference between Internal Chat and Side Conversation? What will the ticket status be updated to when creating a Side Conversation?
Internal Chat creates a child ticket and allows for contacting an Internal Department for live real-time assistance.
A Side Conversation starts a child ticket with the Internal Department to review and respond within the child ticket, and the ticket status will be updated to On-Hold.
How would we be able to confirm a customer is currently locked out of their account, and what caused this lock to be applied?
Tick box at top left of Member Details
Customer entered wrong username or password 3 consecutive times
This Macro will be applied if the customer does not respond, which will update the ticket status to Pending
UnresponsiveSession
When resolving a query, what should you not be afraid to do to ensure you have full understanding?
ASK QUESTIONS
Which 2 resources can be used to see the most recent bet365 communication regarding bets currently under review?
Microsoft Teams and the Information Centre (IC)
A customer is stating they would like to use a new email address for their account. Will you need to ask for security? If so, which security would we require and why?
Yes -- Enhanced -- Account Update
Provide 3 different types of status categories we can see along the Status Bar when looking at Member Details in Account Manager.
User Activation Status - Is the account Active, Suspended, or Closed?
License Activation Status - Is the account verified?
RG Status - Is the customer RG Suspended, Self-Excluded, or on a state registry?
Sports/Poker - Has the customer self-excluded from any specific product?
User Status - VIP? Journalist? Public Relations?
EngCVRAUnprofitableExp1 - what is the customer informed of when sending this quick code?
"Due to the nature of your business, a decision has been made to close your account with immediate effect."