The Call Flow/Netflix Experience
NRD's
Trouble Shooting
Account & Billing
Netflix Originals
100
What are the steps of the call flow in order?
What is relate/assure, verify, react, quality close
100
What are 2 indicators that a customer may be logging in to the PSN?
What is Black Screen, User ID, check boxes to save log in information
100
What is the First step in trouble shooting for "Cannot Connect to Netflix"
What is "Test Internet Connection"
100
What is the difference between an Authorization and a charge order
An authorization verifies the Payment Method is valid. A Charge Order informs the customer’s bank we intend to charge.
100
Laura Prepon aka "Hot Donna" from that 70's show co-stars in what Netflix Original Series?
What is Orange is the New black?
200
What are the parts of the Netflix Experience?
What is Personal, conversational, and simple?
200
What article would you look at to see what countries a specific NRD is supported in?
What is the "features" article
200
What is the recommended broadband connection speed for DVD quality?
3.0 Mbps
200
At what increments can gift subscriptions be purchased?
What is 1, 2, 3, 6, 12
200
On June 17th Netflix signed a contract with _______ allowing us to create our first original Kids Series.
What is Dreamworks?
300
What is the name of the article on "Rocky" that gives you great information, fun facts, to help you with customers from different countries?
What is Regional Playbooks
300
Which one of these blu ray players is not a NRD? slyvania oppo pyle haier marantz
What is pyle
300
You are speaking to a Canadian cx and you are getting "cannot connect to netflix" What should you be looking for?
What is Streams from Different Countries, or US Content
300
Part 1: Correctly disable this email: ilovenetflix@hotmail.com Part 2: If a customer wants to stop receiving emails from Netflix what can you do instead of disabling an email.
part 1: ilovenetflix@hotmail.csd.netflix.com part 2: Unsubscribe them from the email list.
300
Steven Van Zandt who appeared in Netflix First Original Series was first more prominently known for his role in what TV show?
What is The Sopranos?
400
What are the main talking points for Marketing Calls?
What is Thousands of titles on hundreds of devices, Exclusive content only on Netflix, Free month trial, cancel any time?
400
What are the 3 requirements to operate a chromecast on a computer or Laptop?
1) Google Chrome 2) Cast extension 3) Wireless internet
400
Your cx is using an xbox and is getting the error "please update active x" what should you ask?
What is Are you using the app or the web browser?
400
What are the 4 requirements to put a card on file in the US?
1) Must have V/MC/Amex/Disc logo 2) Must be re loadable 3) Must allow recurring billing 4) Must allow international e-commerce transactions
400
Orange is the New Black and Weeds share what well know director/creator?
Who is Jenji Kohan?
500
What does the "REACT" on the call flow Stand For? (Anagram)
What is R – Refer E – Educate A – Act C – Care for your customer T – Take Feedback
500
What are the steps to signing out of a wii?
What is From the Nintendo Wii Home Screen, select the Wii icon in the bottom left-hand corner. Select Data Management. Select Saved Data. Select Wii. Select Netflix. Select Erase. Select Yes.
500
What are HDCP or DRM about and what are common symptons of these types of errors?
It’s intended to protect copyrighted material from piracy or unauthorized use. Common symptoms include no audio but plays video, audio but no dialogue or occasionally no video but plays audio.
500
What is the appropriate verification level for the following? (Answer: Never, Level 1, Level 2) 1) Add or Delete a profile 2) Adjust parental controls 3) Change a plan 4) Issue Credits 5) Cancel an account
1) Add or Delete a profile- Level 2 2) Adjust parental controls- Never 3) Change a plan- Level 2 4) Issue Credits- Level 1 5) Cancel an account- Level 1
500
Andy and Lana Wachowski of "The Matrix" fame are working on a new Netflix Orginal TV series called
What is Sense8?
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