QA 1
Mention one failure point of the tailoring competence.
[Not Tailored] - Answer was too generic and instructions and explanations used vocabulary not adjusted to the customer's language and savviness
[Repetitive answer] - Repeated answer in the same format or language without adding value.
[Generic answer] - Inappropriate Canned Response customization and sharing of Help Center links as main answer or without context or value add
[Obviation] Did not provide additional information - failed to provide additional information for creator to understand the next steps / another one for avoiding issue in the future
[Obviation] Provided irrelevant / incorrect additional info while educating creator on next steps or obviation, walkthrough provided on additional user education resources
The process of understanding and sharing another person's feelings.
Empathy
[Assurance] Did not provide visibility into all our efforts to support the partner
The last failure point is part of which competence?
Empathy
What should a partner do if they want to change their channel's email or transfer it to another Google account? Can we educate the partner about this?
Yes, we must educate the partner that this action can't be taken since the channels are created from a Google account, which, the email can't be change, however, they can create a Brand account and then change between primary owners:
[Unnecessary Effort] Created confusion by not listening/reading actively and ineffective probing leading to customer repetition.
The last failure point is part of which competence?
Clarity
The practice of repeating what the client has said in your own words to confirm that you have understood correctly.
Paraphrase.
[Work Avoidance] Hanging up / disconnecting the call / chat
The last failure point is part of which Driver and competence?
Effort - Understand the creator and their concerns.
The partner contacted because their channel can't monetize and they don't know why, they already had met the threshold/requirements and choose a country for their channel, but the Earn tab only says that their channel it's not eligible to monetize, after checking you notice that the reason it's due to a FTO Strike, what you should do in this case?
First, check if the partner already appealed the strike received, if not, guide them to do it and wait.
If not, we must send YTP MDW and remove the sentence about appealing the strike and add in this sentence to the end: "Channels that have received a correct Community Guidelines strike for this specific violation will not be allowed to monetize again.
Mention 3 failure points of the Diligence competence:
Failed to follow Hold Procedure
Failed to follow Dead Air SLAs
Lack of Case Notes
Failed to follow Check-in Process SLAs
The ability to ask clear questions to obtain accurate information from a client.
Active listening.
Did the creator receive consistently professional and respectful communications?
The last behaviour is part of which competence?
Tone
A partner contacted us because his new videos are constantly being marked with a yellow icon, and he doesn't know why. How should we proceed and what should we tell him?
First, we must check their YouTube Studio > Earn tab to confirm if the partner it's already on the Self-Certification process.
If they are, we must educate the partner about the yellow icon's purpose, then, start educating them that they now have to rate their videos and how to check their process.
Feedback competence is part of the which Driver?
Effort
Action of demonstrating a desire to help and use available resources.
Willingness to help
Mention one failure point of the competence Tailoring in the behaviour Obviation:
[Obviation] Did not provide additional information - failed to provide additional information for creator to understand the next steps / another one for avoiding issue in the future
[Obviation] Provided irrelevant / incorrect additional info while educating creator on next steps or obviation, walkthrough provided on additional user education resources
Partner contacted because was rejected from the Award, since they mentioned that they would like to have reviewed their channel after one year, it's requesting a new re-review, which means that the case should be tagged under: Request first award.
True or False
False, the correct one is Appeal original decision.
Mention the tree competences of compliance critical:
Authentication
Keep YouTube Safe
Policy
The first step in the problem-solving process with a customer.
Identify the problem.
Did we minimize creators' effort by following correct workflows?
The last behaviour is part of which competence and driver?
Understand the creator and their concern - effort.