General Review

This quiz is to test your overall knowledge of recent policy and procedure updates. Please complete this quiz only once, complete by 5/30/2014 and inform your lead once you have submitted the quiz.

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What is Reseller Ratings? What is the policy if your receive an email regarding this?

A customer writes in indicating that they have received their order of 5 magazines and the pages are falling out. Please outline what you are to do.

Pretend that you have received a phone call and the customer is complaining that their coupon code did not work. You retroactively provided the refund for the coupon code and explained the customer how long it would take to receive her book. In the space below show me what your notes in Zendesk would look like for this phone call.

Scenario: You are working the weekend shift, and you see in the queue that there are 20 or so customers complaining of a BookSmart upload issue. What do you do? (Hint: Off hours escalation procedure)

A customer emails in stating they have received their book with a case size that is too large for their number of pages. What do you do?