Problem solving scenarios

Quiz

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About this activity

Choose the best option according to the problem solving focus areas

Created by

Miriam Cabrera

Guatemala

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Problem solving scenariosOnline version Choose the best option according to the problem solving focus areas by Miriam Cabrera 1 The customer is contacting you after 60 days of purchasing a Smartwatch because he didn't like the smartwatch band color. The policy says that the customer can return it or exchange it within 45 days after the purchase date. a Exchange the smartwatch band for the preferred color b Reinforce the policy and tell the customer you're sorry for the inconvinience c Verify that the Smartwatch model has exchangeable bands and offer a 10% off towards a new band (Discount is available as part of the company guidelines)) 2 The customer is contacting you because he thinks that his credit card got lost a You would tell him to look for it because if you block it, then he would need to pay $35 for a replacement b You would tell him that he doesn't have to worry because he has a credit card insurance so the bank would pay for the money in case someone uses it c You would let the customer know that you would add a temporal block to the credit card that he can remove in case he locates it 3 The customer is contacting you because her dog chewed her new Smartwatch a You would let the customer know that the issue is not covered under warranty and apologize for the inconvenience b You would check if the customer added a Protection plan to the Smartwatch (Protection plan: extra insurance that covers accidental damage) c You would tell the customer that you are sorry that her dog chewed the device but there's nothing we can do d

Problem solving scenariosOnline version

Choose the best option according to the problem solving focus areas

by Miriam Cabrera

The customer is contacting you after 60 days of purchasing a Smartwatch because he didn't like the smartwatch band color. The policy says that the customer can return it or exchange it within 45 days after the purchase date.

Exchange the smartwatch band for the preferred color

Reinforce the policy and tell the customer you're sorry for the inconvinience

Verify that the Smartwatch model has exchangeable bands and offer a 10% off towards a new band (Discount is available as part of the company guidelines))

The customer is contacting you because he thinks that his credit card got lost

You would tell him to look for it because if you block it, then he would need to pay $35 for a replacement

You would tell him that he doesn't have to worry because he has a credit card insurance so the bank would pay for the money in case someone uses it

You would let the customer know that you would add a temporal block to the credit card that he can remove in case he locates it

The customer is contacting you because her dog chewed her new Smartwatch

You would let the customer know that the issue is not covered under warranty and apologize for the inconvenience

You would check if the customer added a Protection plan to the Smartwatch (Protection plan: extra insurance that covers accidental damage)

You would tell the customer that you are sorry that her dog chewed the device but there's nothing we can do

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Problem solving scenarios

Quiz

About this activity

Created by

Download the paper version to play

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Problem solving scenariosOnline version

by Miriam Cabrera

The customer is contacting you after 60 days of purchasing a Smartwatch because he didn't like the smartwatch band color. The policy says that the customer can return it or exchange it within 45 days after the purchase date.

The customer is contacting you because he thinks that his credit card got lost

The customer is contacting you because her dog chewed her new Smartwatch

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