1. How would you respond to this support request from a customer? 

 

"I ordered a bulb from your online store and it's just NOT WORKING. I paid $100 for this crap and I can't even get it to turn on. Please fix this."
 

Your Aim: direct to bulb factory reset instructions: http://lighbulbexample.com/FAQ/factoryreset (not a real URL...) 

 

2. How would you respond in this situation? 

 

Context: there is a backlog on bulbs and the order will not ship for another month. The customer submits this support request: 

 

"I would like to purchase a bulb but the store says that it is on backorder. I've been waiting a long time to order a bulb. When will the bulb be available?" 

 

3. How would you respond in this situation? 

 

Context: To administer a WordPress site, the site owner must log in. When logged in, WordPress makes the log-in button disappear. i.e. log in is only visible for visitors who are not already logged in. Some people don't realise this and look at their site (when logged in), and then look at the theme demo (when not logged in), pick up on the difference and see the missing login button as something which needs to be fixed. The customer submits this support request: 

 

"I am using your theme for my website and while I'm editing it. I can't see the Log In button which I see on your theme demo site on my page. I have followed all your instructions and installed the dummy data and believe this should be working. I paid good money for this theme and expected that it would be easy to install the dummy data and get my site to look exactly like the demo for launch next week, and frankly, I'm a little disappointed. Please fix this for me." 

 

4. How would you respond to this? 

 

"I want to do some customization to my theme. I've never done this before and didn't know what I needed to do to make sure that I would not lose my future updates." 

 

Aim: Direct the person being tested that they need to recommend a child theme. 

 

Suggestion: as a support engineer, if you don't know what a "child theme" is, you should go online, search for "child theme", and find out what it is and why someone would use one. It will help you explain it to the user.