Dynamics
What do we use Dynamics for?
Manage customer cases and interactions.
What subject do you select for exploded product?
Product Quality Defects
What status do you need to be in to receive calls?
Available
What is the WOW Factor?
Going beyond the service itself to create a connection/bond with the customers.
What digits do Nicokick orders begin with?
1000
Where do you select cases to work?
Active Cases/ Cases Available to work on
What category does "Discounts/Codes" fall under?
Payments
What happens if you reject a call?
Your status changes to "Do Not Disturb"
What are the 3 aspects of the WOW factor?
Think outside the box
Professional Etiquette
Being effective and efficient
What does SLA stand for?
How do you close a case?
Click "Resolve Case"
What subject/details should be used for a package delivered to the wrong address?
Shipping> Lost Package> Delivered to Wrong Address
How do you link a phone conversation to a case?
Copy the case number into the search issue box.
What is De-Escalating?
What system can we use to check order details?
Magento
Where are cases assigned to YOU located?
My Active Cases
How many subject categories are there?
Eight
How long are you in "Do not Disturb" after a call?
4-5 minutes
How can you demonstrate good etiquette?
Ask instead of demand
Use please and thank you
Be proactive
Where are Knowledge Articles housed?
CS Knowledge Base
How many tabs can you have open at once?
10
What are ALL the case subjects?
Admin
Shipping
Product
Payments
Customer
Warehouse
Technical Issues
Commercial Outbound Calls
How many seconds do you have to accept a call?
40 Seconds
What is customer satisfaction?
Going above and beyond the service request
What two products ALWAYS require signature for delivery?
Velo and Grizzly