Ommmmm, Zendesk.
We update these two items as the call or chat begins.
What are the Subject Line and the Requester?
Where we look in CMS to find the date the bike or tread was delivered.
What is Shipments?
There are this many sections in the QA rubric.
What is 4?
Shoe exchanges, password resets, Century Club emails
What is Membership?
This tool helps agents look up instructions or scripting without having to leave the Zendesk ticket.
What is Knowledge Capture?
After every call and some chats, we must use this macro.
What is the after-call work macro?
The member needs to get a different-sized pair of shoes. What do we click to begin the exchange process in CMS?
We must not keep members on hold beyond how long?
What is 2 minutes?
Pedals don't clip in, crank arm is stuck, touchscreen is unresponsive
What is Hardware/Software?
Members answer this many questions on the CSAT survey.
What is 1?
When transferring to another LOB, we must also do this.
What is handoff the ticket using a macro?
What is the Rider tab?
Agents should offer both encouragement and this.
What is appreciation?
Bike hasn't been delivered yet, tread hasn't been delivered yet, Nothing has been delivered yet.
What is Order Experience?
Alex, Ally, Ben, Cody, Emma
Who are Peloton Instructors?
This is the most commonly used Form on the left side of the ticket.
What is General?
To confirm a third-party subscription, we look under this tab.
What is Rider tab?
Agents must confirm, not provide, this many points of member data verification at the beginning of the interaction/
What is two?
Refunds over $350, Invoices, Trade-In Rebates
What is Billing?
We can review our calls by clicking on this in the Zendesk ticket.
What is the URL link?
This is the most appropriate thing to say about a member's profile photo.
What is nothing?
Agents should do this if a member needs assistance with something outside of the current line of business.
What is transfer or hand-off?
Consultations, Escalations, Uses warm transfer NOT cold transfer
What is SRT, or Service Recovery Team?
These scripts help us to respond to challenging or frequently updated call drivers.
What is reactive messaging?