The Customer
What are the 3 steps of the customer experience framework?
What are the trainer's majors?
Torrin Marketing
Ashley Business
Eliana BIO Science
True or False? Can you clock in on the ADP app?
False
How many surface devices are there?
10. SP9, SP8, SP7 +, SG3, SL5, SL4, SLS, SLG2, SD2, SS2+
When was Microsoft founded and by who?
Bill Gates and Paul Allen. April 04, 1975
What does C.A.R.E. stand for?
Communicate effectively, Accountable, Resourceful and, Empathetic.
How many siblings does each trainer have?
Torrin 2
Ashley 3
Eliana 3
What is the ROBO tool used for?
The robo tool is used to create, manage and check repair orders for the customer.
True or False, you will troubleshoot surface pens?
False, It actually cost Microsoft more money to troubleshoot pens than if you create a repair order.
True or False? Are repair order numbers considered PII?
How many communication styles are there? *Name them
5. Direct, Data-Driven, Emotional-Driven, Social, and, Less Technical
Where is each trainer from?
Torrin Gilbert, AZ
Ashley Phoenix, AZ
Eliana Brooklyn, NY
Where can you locate KB articles?
The Surface Wiki
When creating a repair order, What are the 2 exchange options available if the device is in warranty?
Standard Exchange, Advance Exchange
What is Microsoft's goal?
To empower every person and every organization on the planet to achieve more.
How many customers leave a company because of bad customer service?
82 percent
What is each trainer's favorite fast food?
Torrin Chipotle
Ashley Canes
Eliana Freddy's
What is a KB article
A KB article is a internal Microsoft article to help explain a procedure and or troubleshooting.
When a issue is known to Microsoft but doesn't have a solution what is it called?
A known issue, you can locate known issues in the Surface Wiki
What are the 5 aspects of Microsoft's culture?
Growth mindset, Customer Obsessed, Diverse and Inclusive, One Microsoft, Make a difference.
What does L.A.U.R.A. stand for?
Listen, Acknowledge, Understand, Relate, Act
What is each trainer's favorite movie?
Torrin Step Brothers
Ashley The Longest Yard
Eliana The Birdcage
What 3 tools will you be using everyday?
Microsoft Teams, Outlook, DfM (Dynamics for Microsoft)
What device is end-of-life (EOL)
Every month, Microsoft releases security updates on Update Tuesday or patch Tuesday. What else is this day called?
B release