Call Tags
SHRs
QA Guidelines
Troubleshooting
Random
100
Customer called/emailed to cancel an order but it shipped anyway.
What is a reason for a call tag to be done?
100
If (a) tracking information indicates that only a shipping label was created but order never actually shipped (b) Portal indicates that order has shipped but when tracking is checked there is no information available (c) Tracking information has a "pending" status or has not been updated for an extended period.
What are times to NOT resubmit an order?
100
A way to make your call more personable.
What is asking for their name and using it?
100
A screenshot of the issue with the URL in the address bar
What is something you should always include when reporting a system issue?
100
Select this option if you wish to leave a note for others to see. A box will appear for you to type your note. If you wish to notify a specific person(s) select their name(s) from the dropdown “Notify Agent” at the top left hand corner of the box.
What is "Add Note" in Freshdesk?
200
Only issue a call tag for 15 or more of these products.
What is PHA Products?
200
In cases where our catalog states that an item is included in an order but it is not a part of the order on our website, such as, 3 Alexapure Filters that include a free GO Bottle.
What are times when you should place an order for the item in the portal and use custom pricing to set the price to $0.00 if the product has already shipped, and if the order has not shipped, manually add the product to the order in drop by using the "+" button on the order and selecting the item?
200
Not interrupting, repeating back info, and asking clarifying questions.
What are active listening skills?
200
Order ID
What is something you should always include when reporting order issues.
200
We are having a give-away for this in the Spring Catalog
What is the PPG?
300
Customer states did not order but has had product for 2 weeks or more. There are no notes or emails stating they wanted to cancel order beforehand.
What is a reason to not offer a call tag (unless special circumstances)?
300
For special requests involving the Patriot Power Generator, Platinum Upgrade, and/or the EMP Bag.
What are times to use the PPG SHR sheet, not the regular?
300
In Digital contacts, something that makes us look professional.
What is avoiding typos and grammatical errors?
300
This feeling is caused by the source water and is easily remedied by a quick scrub under cool, clean water with a gentle scrubby sponge until the slimy feeling disappears. The lifespan of the filter is not affected.
What is slimy?
300
Is a door barrier that is installed on the floor inside the home like a threshold. Installed much like a towel rack, you simply remove the cover, screw the unit directly to the floor, then replace the cover.
What is the HavenLock?
400
Tuesday, Wednesday, Thursday, and Friday's between the hours of 9:00 a.m. and 6:00 p.m
What are days and times when call tags can be scheduled for pick up?
400
Should ONLY be used for orders that have never been assigned a tracking number. Please note that this request simply move the order to the top of the line and does not mean that the order will be shipped via a quicker shipping method. If you wish for items to be shipped via a quicker shipping method, please state this in the description.
What are Expedites?
400
A way to be polite.
What is using "please" and "thank you"
400
The Breeze is in sleep mode. Just tap the mode button and it will come back to life. If this doesn’t work it may need more light to wake up. Ask the customer if they have a flashlight they can turn on and place on top of the light sensor for 30 minutes. If this activates the Breeze from sleep mode it is an indicator that they need to relocate it to a well-lit area.
What is when the customer says the power light is on, but nothing else?
400
This one of a kind, deluxe library breaks down everything you need to know about aquaponics, a self-reliant gardening system where fish and plants work together to give you bushels of fresh, organic food. No soil required!
What is the Aquaponics Ultimate Library and Seed Bank?
500
Extremely irate customer threatening a chargeback/legal action (please check with a supervisor as needed)
What is an unusual but acceptable reason for a call tag?
500
This is required only if the SHR requires a signature on delivery. This space can be left blank if the SHR is for any other reason.
What is a phone number?
500
Confirming this and this is crucial on a call.
What is last name and zip code?
500
"Five9 Issues"
What is the reason code a phone rep should use if having to troubleshoot Five9 issues.
500
How many times per day you should take DFP.
What is before ONE meal, especially one you think you might be trouble for you.
M
e
n
u