Getting started
Gotta Tag em all!
Retail
Refresher
Gateway!
100
What is the first thing you should look at once your computer is up?
SLACK - Squad channel for your schedule!
(Please leave an emoji to confirm you have reviewed it.)
100
If your cx sends a photo with a damaged item, you should do what:
1. In Slack...
2. On Ticket...
1. Post photo and info in Slack QC Channel
2. On the ticket you must tag the Flavor Brand and Issue
100
I got my bottle today at Walmart and I am having a hard time using it. I am getting only flavoring and no water. (No information pops up)
What would we do next?
Send the Retail- Defect/Create Account macro.
This will ensure we get their information and provide the proper offer.
100
If a ticket cannot be merged we?
-The agent is to answer all the customer's open tickets on one thread.
-They can then put the link to the current convo in the notes of the ticket they are closing
-I.E. being helped here: Ticket link
100
What is the most popular drink in the world?
Water. Water is the world's most consumed drink, however, 97% of water on Earth is non-drinkable salt water.
200
What ticket channel takes priority over other channels?
Live chats
200
When you get a cancel subscription request, what are the 3 required tags?
Subscription_cancel
Retained/Not retained
Reason if available
Cancel inquiry - will auto-tag depending on the macro you use.
200
I received my bottle as a gift and I am having a hard time using it properly can you help?
What would your next step be?
Ask for a photo of the items & the original purchasers email, name and address so we can locate the account that is associated with the original order.
Once the photos & info is received. Ask the customer to make an account if they do not already have one.
Then proceed to troubleshoot and assist the customer.
200
How much is a Sip safe?
$20
200
Americans tasted their first iced tea at?
The 1904 Worlds Fair in St Louis Missouri
300
When placing an order in Shopify what is required on a customers' order?
Adding a note that includes the REASON FOR REPLACEMENT and the TICKET URL.
300
I love my Cirkul bottle and Sips. Can I make a suggestion to make larger Sips so that we get more refills? In addition to more flavors with no caffeine.
What tag and channel?
This is a three-part, since there is a lot of great information from the customer.
First tag Feedback
Next, the customer stated three separate statements so each needs to be put in the correct Slack Channel
Positive Reviews - I love my Cirkul bottle and Sips.
Product_Feedback - Can I make a suggestion to make larger Sips so that we get more refills?
FlavorRequests -In addition to more flavors with no caffeine.
300
I love your products so much, However, I would love to see them available in places like Target I dread going to Walmart. But they have so many sips available I have to Target is much closer to my home.
What macro would you use?
Random- Customer Feedback
* Don't forget to add a little bit of fluff that acknowledges part of the customers' statement.
300
When an influencer returns after you have sent the influencer macro we would?
Direct them to follow up at Collab@drinkcirkul.com
300
It takes around _____ tiny leaves to make just one pound of finished tea.
2,000
There are more than 1,500 types of teas in the world. Tea plants grow wild in parts of Asia, but over 25 countries cultivate tea as a plantation crop. The very best tea comes from high elevations and is hand-picked
400
What should you be doing?
@ 8:30 - 10:30
&
@1:30 -3:30
Phones/Unassigned or
Chat/Unassigned
Please do not wait for someone to tell you to be available for your assignment. Take the initiative & be proactive.
400
I have had a great experience with cirkul I have even gotten a second bottle for my friend. My favorite is the Strawberry kiwi Sip! I didn't like the coffee ones so ill add that to my no list. Name all of the dislike flavors Macros we offer, tag, plus what channel
Feedback tag, Feedback Channel, Dislike Flavor - $5 GC, Dislike Flavor - 2 Free Sips, Dislike Flavor - 2 Sip w PB, or Retail - Dislike BBB/Walmart/Kroger
400
What is the appropriate offer for a retail customer with no proof of purchase and an empty Sip?
$5 Gift Card - Use the Retail - Proof of Purchase - Denied Macro.
You may change the offer to 2 Sips on the next order, however, they CANNOT be shipped right away.
400
Every Phone call should have this :
Internal note so that other agents and TLs can have useful information when referencing that ticket.
400
Tea bags were developed in the United States by accident in what state?
New York
In 1908, a New York tea merchant sent samples of his product sealed in silk bags to restaurants and cafes throughout the city. After some time, he discovered that the restaurants were brewing his tea directly in the silk bags to save time. This method of brewing immediately caught on.
500
When should you add notes to a ticket?
-After a phone call
- When assigning a ticket to someone else to assist with an issue
- A ticket that requires a breakdown of events to assist the next agent
500
I purchased my bottle from Walmart and have only gotten two refills from my first sip and none from my second. I still feel like there's liquid inside. Am I doing something wrong? Please help!
What macro would you use after receiving proof of purchase?
100 Point Bonus if you can name at least one tag that can be associated with this ticket?
6 Bottles worth - No Flavor Macro
Tags (Bonus):
Retail - Sip No flavor Inconsistent
Retail- Sip no flavor: fill ups
Retail- Sip no flavor- Sip Full
Retail: proof of purchase
500
I bought my bottle at Walmart and I don't want it anymore because I barely get water through. I tried returning it and was told to contact you help!
How would you answer the customer?
What macro and additional information would you use?
Retail-Defect/ Create account- + Chat refund policy and offer to help further with the Lid valve no flow macro or 6 Bottles Worth- No Flavor Issue macro if they are contacting us for the first time.
500
What 3 bundles do we offer?
22oz Plastic Bottle + 4-Pack -$27
22oz Plastic Bottle & Chill Sleeve + 4-Pack -$34.20
22oz Metal Bottle + 4-Pack -$40.50
500
Peach tea has its origin in what country?
China almost 8000 years ago and China also owns the laurel of being a supplier to roughly half of the world's peach tea supply.