Systems
In what system do you open up first thing in the morning to access all other systems?
What is OKTA.
Where do you locate the button to open a new case if one does not automatically populate? SHOW ME!
What is at the bottom of the browser and states "Customer Care".
Where would you locate the queues you are in? SHOW ME!
What is underneath Agent CSQ Statistics Report.
What is 1.877.238.2623 option 3
Customer calls in about an item that the store is refusing to return. The customer feels like they should get a refund. What macro would you run? SHOW ME
DIY:: Return Policy Customer Opportunity
In what system do you use to locate a transaction that does not have a phone number linked to it?
What is Store View.
Where do you locate previous information on a particular case ? SHOW ME!
What is Feed.
What is the refund policy?
What do we do if they have not received it?
SHOW ME!
Funds will return in 3-5 business days but can take up to 10 business days. It also depends on the customer's financial institution.
Run retail credit macro.
Who handles online orders and what is there extension?
Ecommerce
1628
1630
A customer calls in with a store compliment. What macro would you run? What else should you do after the macro? SHOW ME
Spark Compliment
In what system do you use to locate a factory direct order for a customer?
What is the FDO Portal.
Where do you locate the procedures for interactions such as complaints, compliments, gift card deactivations, etc? SHOW ME!
What is "Macros".
Where would you locate the amount of calls offered to you in a day? SHOW ME USING THE TRAINERS CISO!
What is statistics then calls offered.
If a shop calls in wanting to pay their invoice who would they speak with?
Pro Credit
6831
A customer is extremely upset with the service that they have received at a store and they want some kind of incentive for the inconvenience but they do not have a speed perks account what macro would we offer? SHOW ME
Gift Card Request
In what system do you use where you assist customers and have their information readily available?
What is Salesforce.
What is the warranty policy (exchange)?
Customer has to bring in the part with original proof of purchase and it has to be cleared as defective by the instore team members. The new part does not receive a new warranty instead it gets the rest of the current warranty.
What are two things you have to state at the beginning of a call?
What is the companies name and your name.
A customer calls in with a store complaint. They do not want a call back. What macro would you run? SHOW ME
In what system do you use when you need to locate a store?
What is Starting Line.
Where do you locate previous customer call in history, what is the section called ? SHOW ME!
What is called "Cases for Parent Contact".
What is Statistics->Recent State History->Scroll to the bottom
What are things that QA looks for while reviewing your calls?
What is Greeting, customer information, repeating customer information, rude behavior, expressing empathy, dead air, branded the call, offered case number, notes, macros align if needed, provide time frame if needed.
A customer or team member calls in about a team member selling the wrong part or damaging a vehicle during an installation or free service. What macro would you run? SHOW ME
Team Member Error Claim