Final Review 36 Jeopardy Template

QA Stuff	Covered or Not Covered	Short-keys	Important Numbers for Service Contracts	Emails and other Depts
100 What is Additional Assistance What should be offered at the end of every call?	100 What is Not Covered The door to the customer's refrigerator was installed incorrectly and needs to be reinstalled.	100 What is the VER1 shortkey What shor-tkey do you use if you are setting up a brand new claim?	100 What is 30 days. How long does a customer have to wait in order to receive a check?	100 What is [email protected] What is the email address for the queue that your supervisor and lead works?
200 What is "Thank you for calling the customer care team. My name is (insert name), can i please have your first and last name? What is the opening script for inbound calls?	200 What is Not Covered The handle to Sally's refrigerator broke off. She cannot open the door to her fridge.	200 What is the Recall Short-key What short-key do you use whenever you have to create a recall claim?	200 What is 3 months How long does a customer have to reach out to us if they want to renew their service contract?	200 What is the claims dept If a customer needs to confirm if their food loss receipts was received, which dept would you reach out to in order to confirm this?
300 Our SL team will contact you in 1-2 business days with the name and Ph# of a SP in your area. What expectation do we set with the customer if we have to send their claim to SL?	300 What is "Not Covered" John's Dryer is unleveled, thus causing a banging noise whenever he tries to use the unit.	300 What is the ADH Short-key What short-key should you use if you have to set up an ADH claim?	300 What is 72 hours When we create food loss claims, how long does the customer have to send us a list of the items they've lost ?	300 What is Pre-Approvals Jimmy is calling in. You review his claim and see that we are going to make the customer a settlement offer. Which dept do you transfer Jimmy to?
400 What is "Thank you for being a valued customer, have a great day!" What is the closing script that should be used on all calls with customer?	400 What is "Not Covered" It is the customer's responsibility to make the unit accessible. Susan is upset that she has to unstack her washer and dryer for her upcoming repair and wants you to request a second man from the SP to unstack the units.	400 What is the Missing Check Short-key What short-key should you use if you need to email our Accounting Department to stop a check and reissue another one for a customer?	400 What is 2 weeks How long after a unit is repaired does a customer have to purchase the items submitted on their food loss list and send us the receipts once the repair is completed?	400 What is [email protected] What is the email address for our service located dept?
500 What is a "Willingness to assist." What should we always express at the beginning of the call to let the customer know we are willing to help?	500 What is "Not covered." Advise to do trouble shooting with the MFG first and call back if they say service is needed. Daniel's has advised that his refrigerator is working fine but it's always running. He wants us to send someone out to check out the unit.	500 What is the Furniture Stain Short-key What short-key should you use if you have to create a furniture claim for a covered stain?	500 What is 30 days after the contract expires How long does the customer have to send New leaf their 50% back documentation?	500 What is the Pre-Approvals Dept Tom the SP, is advising you that they went out to service a cust's appliance and it is not repairable. Which dept should you transfer Tom to so that he can supply them with that info?

Final Review #2

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