Account Review

Accertify

100

This what I can check on an order in Accertify to go to CCA. 

What is validation links and CCA / Free 

200

When an apartment number is present in the customer's address, these two icons are removed to do the search.

What are the "two worlds," the Fingerprint Real IP Address and the IP Address. 

300

Blue and Yellow

What are indirect links and direct links. 

400

This is where the Trend Type is located.

What is the Order Information Panel.

500

This is where the customer's city and IP address will show in Accertify.

What is "IP and Device" tab and IP Information Panel. 

Knowledge Base

100

This Article ID discusses the Velocity of Returns

What is Article ID: 261368838 / 

Returns Abuse

200

This KB Article discusses when a customer is unable to communicate with you due to a language barrier. 

What is Article ID: 369860070 / 

Spanish or Other Language Requests for ART

300

This KB Article discusses different states of status on a Grocery Order.

What is  Article ID: 331915060 / Order Status Verbiage

400

This: 100 Green Hill Ave N, Ste C, Wilmington, DE 

To This: One-Zero-Zer0 G-reen HiLL A.ve, Suite See, Wilmington DE 

What is address manipulation - Article ID Article ID: 435296743 

500

A trend type with this label "Fraud Trend" would require this step and this verbiage to the customer.

What is "Risk Research Accepted" and 

• After reviewing, it looks like your order was cancelled due to an error in our electronic verification system.
• We've updated their account so future orders process successfully.
• Please wait 30 minutes before placing a new order. Please use the same email address, payment method, and computer/device so the order processes  correctly.

General Information

100

The number of contacts in queue will show here. 

What is VCC Max

200

This is the location to go to when an employee needs to change their address. 

What is Workday, Personal Information, View Address, Edit. 

300

This is the location to to start an incident in CCA.

What is the ticket icon. 

400

These are considered "soft skills." 

What are 

• Use positive verbiage. (E.g., Let them know what we can do instead of what we can't do.)
• Add empathy when needed.
• Mirror the customer’s language in a professional manner.

500

Critical Thinking

What is "A way of thinking in which you don’t simply accept all arguments and conclusions you are exposed to but rather have an attitude involving questioning."

Etiquette

100

S.M.I.L.E.S.

What is Stay Calm, Make Small Inquiries, It's Not Personal, Listen Actively, Empathize & Apologize and Solution is Offered.

200

Contact Principles

What is Be Happy, Own It, Reduce the Effort, Resolve It.  

300

Before closing a call, this should be the question asked.

What is, "Is there anything else I can assist you with today." 

400

A soft skill that is used during a Chat.  

What is showing empathy. 

500

When notes are left on any order, these are two primary guidelines to follow. 

What are, "Respect for the Individual and Act with Integrity." 

Acronyms

100

LAD

What is Lost After Delivery

200

INEB

What is "Item Not Expected Back"

300

RRA

What is "Risk Research Accept."

400

P.A.S.

What is, "Problem, Analyze and Solution." 

500

BASA

What is "Billing Address and Shipping Address"