If a chat needs to go to a senior advisor, but the wait time is extremely long, what is best practice?
Offer your customer a callback.
100
What is the time frame you must respond to your customer?
2 minutes
100
What type of statement MUST be included in the start of every chat?
Assure
100
Caller has a question regarding their iPhone update
We handle
100
Which of these words mean “feeling great appreciation”?
Greatful
Grateful
Gratefull
Grateful
200
What is an example of your best assure statement?
I will be happy to assist you with that issue, if for some reason I am unable to resolve your issue I will be more then happy to find someone can assist us.
200
Does every case need to be saved?
Yes, unless it is a ghost chat, ever chat needs an Ilog entry
200
What do we do if we need to give the customer more time?
Restart the timer
200
Call comes in for a follow up with direct dispatch?
Transfer to direct dispatch
200
“I consulted an attorney _____ I met in New York.” Which of these “who” words is the correct grammatical usage?
Whom
Who
What is Whom
300
What do I do with a customer who calls in and wants to screen share?
What is transfer to a Senior Advisor or set up a callback.
300
What do we do with a customer if the article states we need to take them to a senior advisor and they refuse?
Offer a callback and/or hold for a senior advisor.
300
What do we do with a customer who states they are not happy at the end of our chat?
Escalate to a senior advisor.
300
Customer calls in with expired PPI (Pay Per Incident Agreement) do we start a new case or continue?
What is a new case
300
Which of these is the proper use of the word?
a lot
allot
alot
a lot
400
What is start a new case
What do I do if a customer calls in with a device with a new serial number?
What is start a new case
400
What is the result not responding to a customer in a 5 minute period?
Automatic North Star fail.
400
What status do we go into if we are heading to lunch or break?
Winding down
400
Customer chats in regarding consumer law, you should?
If a customer has questions about or claims related to consumer law, advise them to contact Apple Support by phone during the business hours in their region.
400
When someone has unwanted issues caused by a certain medication, they are called “side _______”
Affects
Effects
Effects
500
What do we do if the customer never responds in chat?
Ghost chat, we reset Ilog.
500
What happens with a customer who's case already belongs to a senior advisor?Transfer the chat to a senior advisor.
Transfer the chat to a senior advisor.
500
What happens with a customer who needs to verify their Apple ID?