2+1 Knowledge Check
Name: 


A red asterisk (*) indicates required questions.

  1. Oracle ID*


  1. Customer has a previous CTO Cancellation Request but ended up receiving an email of the tracking number? what will you do?*
    2nd Contact - Involve FS/TL for assistance; Continue Solving the issue
    Transfer to tier 2 immediately
    Flag Floor Support
    Assist customer to the best of your ability and avoid Transfer to Tier 2


  1. Refund was still not credited into the customer's account, its already the 4th time the customer called in, what will you do?*
    Transfer to Tier 2 with your FS/TLs approval (verbal or notated in ETR)
    Check if resolution is available, involve FS/TL for assistance, document FS/TL approval in ETR with FS/TL Trail in ETR then Transfer to Tier 2
    Engage Specialist or HP to get accurate information to be shared to the customer, don't transfer to tier 2 anymore
    Schedule a call back as needed or follow up email and action commitment with your FS/TL


  1. ECT/SALES Chat/Call -- customer wants to speak with a supervisor after hoop hours, what will you do?*
    Advise customer to call back during hoop hours and provide returns number and request be connected to resolutions immediately
    Give hpescalations@hp.com email address for customer to request for a callback Tier 2 directly
    Review the customers concern using the 2+1 Initiative and endorse case to T2 via email


  1. Reasons for Multiple Contacts -- check those that applies*
    Checkbox - Shipment Delays / Stuck Orders / Clearance Delay
    Checkbox - Failed callback or Email
    Checkbox - Customer request for supervisor at the onset of the call
    Checkbox - Refund Follow Up
    Checkbox - Promised Credits or Refunds
    Checkbox - Failed to route returns cases
    Checkbox - Lost and Stolen below $50
    Checkbox - All of the above


  1. TL / FS assured you that they approved your Transfer to Tier 2 as 3rd Contact even if Tier 2 is on Code Blue and after refreshing your notes in ETR you did not see any FS/TL documentation or notes approving the transfer, what will you do?*
    You are confident with your FS/TL's verbal approval, nothing to worry
    Follow up FS/TL to leave ETR notes that they approve the transfer
    Leave the name of the FS/TL who approved the transfer in your ETR notes and continue taking the next call
    Report your TL to OM for reprimanding and transfer to tier 2


  1. During Hoop Hours: Customer request to speak with supervisor at the onset of the call, what will you do?*
    Warm transfer to Tier 2 immediately and advised supervisor that customer refused to provide any details and insist to speak with you
    Deescalate once and help resolve the issue, Transfer to Tier 2
    Desecalate once and help resolve the issue, Involve FS/TL for assistance, Transfer to Tier 2
    Deescalate once and help resolve the issue, Involve FS/TL for assistance, FS/TL leaves approval trail in ETR, Transfer to Tier 2





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