2nd QUIZ for CCMIS
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2nd QUIZ for CCMIS
zeela Tue Apr 08, 2008 2:24 pm
INSTRUCTION:
Answer by using "Private Message" to QM or you also may print the question and pass to QM.
For Group A - pass the quizes to Zeelawati
For Group B - pass the quizes to Himmah Aliah
While for Group C - pass the quizes to Zolkefli
1. Standard signature for response is:
A. Regards.
<Customer Care Representative’s first name>
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail
www.tm.net.my
B. Regards,
<Customer Care Representative’s first name>
Customer Care Support, Internet Service,
Customer Service Management,
TM Retail.
www.tm.net.my
C. Regards,
<Customer Care Representative’s first name>
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail
www.tm.net.my
2. Customer Care Representative should start investigating a case as soon as receiving the case. The case should not be left in the pool without sending 1st response or making any action in investigating the case. 1st action is considered as one of the following:
i. 1st response to customer to mention that investigation will be done.
ii. Customer is contacted via telephone to obtain details or to mention that investigation will be done.
iii.Customer Care Representative sends 1st response to customer via e-mail or fax after 48 hours of receiving the case.
A. i and ii
B. ii and iii
C. i, ii and iii
3. Inappropriate action refers to any ONE of the following:
i. Disguising as another staff (signature)
ii. Customer Care Representative shows empathy in the reply in an appropriate way.
iii. Providing solutions which require prior verification
A. i and iii
B. ii and iii
C. i, ii and iii
4. What is the template used for less than RM500 – closed account (port not available in customer premise):
(Answer in subjective)
5. What is new Leave Door Open / Standard Closing that we currently practicing when
replying to customer for English and Malay language:
(Answer in subjective)
Answer by using "Private Message" to QM or you also may print the question and pass to QM.
For Group A - pass the quizes to Zeelawati
For Group B - pass the quizes to Himmah Aliah
While for Group C - pass the quizes to Zolkefli
1. Standard signature for response is:
A. Regards.
<Customer Care Representative’s first name>
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail
www.tm.net.my
B. Regards,
<Customer Care Representative’s first name>
Customer Care Support, Internet Service,
Customer Service Management,
TM Retail.
www.tm.net.my
C. Regards,
<Customer Care Representative’s first name>
Customer Care Support, Internet Services,
Customer Service Management,
TM Retail
www.tm.net.my
2. Customer Care Representative should start investigating a case as soon as receiving the case. The case should not be left in the pool without sending 1st response or making any action in investigating the case. 1st action is considered as one of the following:
i. 1st response to customer to mention that investigation will be done.
ii. Customer is contacted via telephone to obtain details or to mention that investigation will be done.
iii.Customer Care Representative sends 1st response to customer via e-mail or fax after 48 hours of receiving the case.
A. i and ii
B. ii and iii
C. i, ii and iii
3. Inappropriate action refers to any ONE of the following:
i. Disguising as another staff (signature)
ii. Customer Care Representative shows empathy in the reply in an appropriate way.
iii. Providing solutions which require prior verification
A. i and iii
B. ii and iii
C. i, ii and iii
4. What is the template used for less than RM500 – closed account (port not available in customer premise):
(Answer in subjective)
5. What is new Leave Door Open / Standard Closing that we currently practicing when
replying to customer for English and Malay language:
(Answer in subjective)
zeela- QM Moderator
- Number of posts : 31
Age : 41
Location : zeela pockEt's
Registration date : 2008-01-21
chidchid- Newbies
- Number of posts : 5
Registration date : 2008-02-22
caca_naoto- Active Member
- Number of posts : 80
Location : Okinawa
Registration date : 2008-02-20
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