Podcast
Questions and Answers
What action is required when a refund is being issued to a customer and the refund ID is mentioned in CRM notes?
What action is required when a refund is being issued to a customer and the refund ID is mentioned in CRM notes?
It is mandatory to log a phone call activity for all customer calls, even if the customer did not answer the call.
It is mandatory to log a phone call activity for all customer calls, even if the customer did not answer the call.
False
What should be done if an active case is out of SLA?
What should be done if an active case is out of SLA?
Check with team leader before closing the case.
The following system is a new channel for applying for a Nol balance refund: __________.
The following system is a new channel for applying for a Nol balance refund: __________.
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Which of the following is NOT considered a channel for Nol pending credit activation?
Which of the following is NOT considered a channel for Nol pending credit activation?
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Study Notes
Question Types
- Multiple Choice (MC) questions are listed repeatedly.
CRM Resolution and Actions
- Refund issuance by Rail Operations Department: If a refund ID is in CRM notes, a specific action is required.
- Unified CRM Case Resolution: Procedures are in place for handling cases waiting on information.
- Customer Care Queue: The intelligent IVR system directs calls to a specific department.
- Seasonal Parking Permits: Customers can apply for 6-month or 1-year permits.
- Nol Balance Refunds: The 8009090 IVR system is a new way to request refunds.
- RTA Services: Tabby is a new payment method for some services.
- SLA Violations: If a case is beyond the Service Level Agreement (SLA), specific actions are needed.
- Phone Call Recording: Phone calls, including unanswered ones, should be recorded.
- Nol Pending Credit Activation: Specific channels are used for Nol credit activation.
Follow-up Reminders
- Follow-up reminders: are needed for some cases. This is done through a system that checks throughout shifts and prevents resolutions from being forgotten.
- Case Resolution Accuracy: Removing commas from case resolutions is a system issue and requires attention.
- Automated Case Handling: Automated systems can assist with checking cases that require attention regularly.
- Team Leader Check: Before closing a case, tasks require checking with a team leader.
Case Return Procedure
- Case Return to Department: Procedures are needed to return cases as needed.
- CRM Tracking: CRM personal view helps track assigned cases.
- Customer Support: Addressing "Customer Happiness" is important.
- Seasonal Parking Permits: 6-month and 1-year permits are described as no longer available.
- Case Resolution Procedures: Cases should be resolved according to established procedures.
- Parking Machines: Parking machines may be used for some tasks.
Follow-up Reminder Status
- Follow-up reminders: are not required in a certain circumstance.
- CRM Impact: The inclusion of "Dear Valued Customer" in the case resolution does not affect the CRM resolution.
- Digital Services: Past digital services are included relevant to the subject matter.
- Metro Gates: Metro gates are mentioned in the context of the notes.
Test Answer Feedback
- Correct and Incorrect Feedback: 10 points per correct answer, in a multiple choice-type format. There are different questions/answers.
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Description
Explore the essential procedures and actions involved in managing CRM cases. This quiz covers topics such as refund issuance, SLA violations, and customer care queue management. Test your knowledge on effectively handling various scenarios in CRM operations.
