Social Content
What is our current monthly patrol series called?
Snapchat, Facebook, Twitter, Instagram, Youtube, LinkedIn, Google, WhatsApp, Tik Tok, MSN - who is the odd one out?
Google because it is a search engine, not a communication platform
"I am really sorry" or "I am very sorry"
"I am very sorry"
A customer is asking us for help as they have been stuck in a bus stop for the last 1 hour. Member is publicly tweeting their frustration and refusing to come into DM
Not Vulnerable
Customer provides 3 bits of data protection. We ask for 2 more to be able to look into this further. Is this being proactive or not?
Not being proactive
What platform do we see the most engagement on our organic content in 2024?
Name a platform that only allows you to respond to comments publicly
"In the meantime, I _____ contacting our membership team directly on 0330 159 0740 and they will be able to help __"
Blanks are "suggest" and "happy face emoji"
Member broken down at home, called through and been advised the quickest route is to log online. Member attempts to log breakdown on MyRAC but her Nokia 3210 is not compatible. She asks us for help.
Vulnerable - Struggles with Technology
Member advises that the breakdown line is down and they need urgent help. We advise the member to try a different number. Is this being proactive or not?
Not being proactive
What is our most engaging content series?
A) Guess the decade B) RAC News C) Myth Buster
Myth Buster
Name the top 3 short form video content platforms (specific names required for the total points)
Instagram Reels, Tik Tok FYP, Youtube Shorts
We are unable to do that. Because we do not have the ability to do so in the system. Please, ask the member to get in touch. Thanks ^
Full stop in middle of sentence. Comma not needed after please and no comma after thanks.
3rd party contacts us at 8am advising that their daughter has been waiting since 2am alone in a service station car park. Member has not had any food since 9pm and is really hungry
Vulnerable - Personal Circumstances
Member advises they are not happy with their renewal price. Agent advises that we can raise this internally and requests a call back. Is this being proactive or not?
Being proactive
To the nearest million, how many impressions have we had on our social content in 2024?
6 million
WHAT 4 THINGS MAKE A STRONG PASSWORD FOR SOCIAL ACCOUNTS
Capital letters, numbers, symbols and character numbers
THE 4 FORBIDDEN WORDS
Unfortunately, can't, possibly, maybe, might, assume, can
Customer is 68 but has difficulties hearing the agent on the phone due to the line issues. Member just wants their renewal documents.
Not vulnerable
Customer advises that they have raised a complaint about MyRAC and not being able to log in. Member has been waiting 7 weeks for a response. Agent takes details and escalates accordingly. Is this being proactive or not?
Not being proactive
Name at least 5 social series that we have run through out 2024?
Myth Buster, Guess the Decade, Views from the van, maintenance, EBC, Vox pops, RAC news, Social games, A day in the life
Name 5 META products
FACEBOOK, INSTAGRAM, WHATSAPP, WORKPLACE, THREADS
Which is better: Conor & Denisa to read
Good afternoon Emily, firstly I want to apologise for the long delay that you are experiencing and understand how stressful this situation is. Please provide me with your reg, contact number and postcode via DM. I’ll then be able to chase this up and get one of our patrols out to you as soon as possible. Thanks,
Member has been quoted a 2 hour delay. Members van is broken down and the ETA quoted means they would not be able to finish off their customers kitchen and will lose money if not completed today.
Vulnerable - Employment relies on availability
Vulnerable - Financially
Member messages us at 8.54pm, we do not respond until 9.57pm. Is this being proactive or not?
Trick question ;) - depending on context, this may be being proactive or not being proactive. Both answers get a point