TQA PMA July 2020

PART 1

NOTE: For Tech and OSG, take each call on a main agent’s POV

TARGET: This exercise aims to practice your probing skills. Make sure you consider all clarifying questions that will help you identify what the issue is.

INSTRUCTIONS: Each item below contains a sample delivery/verbatim from a customer. Provide the probable scenarios and identify the appropriate category to use on each possible issue. Please refer to the sample/guide below. All of your answers can start with “If…” and indicate the category after.

SAMPLE CALLER:

MODEL: DS6722-2
"One of my handsets is just blank. There’s nothing on it at all."
SAMPLE ANSWER:

A. If handset is still responding, beeps, or rings, or lights up, but the screen display is just blank
CATEGORY: Display Issue > Blank

B. If the handset is completely dead and there are no signs of life at all - but it charges when placed on charger
CATEGORY: No Dial Tone/Dead > Dead

C. If the HS is dead and when placed on the charger/base, the charge light does not come on at all
CATEGORY: Battery/Charging > Charge Light/Indicator

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