BarkMagic
A customer has paid for 1 box and their pup doesn't like toys at all. They want to cancel. What is the best winback to offer?
The Tailored BarkBox!
The Allergy Friendly box excludes:
Chicken, Turkey & Beef!
TRUE OR FALSE: A customer's box hasn't shipped as of the 15th. This is NOT normal.
FALSE! This is normal since we ship in waves
This is used for actions that need to happen at a later date to an account
Got Your Back Queue
A pup didn't like the treats. Where would you go to find a replacement to send them?
Scout's Honor Guide on SmartSheets
A customer just lost their job & was in a car accident. They need to cancel their BarkBox. What do you do!?
Offer a free month, hand written card & follow up in a month to see how they are doing!
You can update the customer's shipping address as long as the box has not been______ __ _____
Assigned a SKU
Shipping timeframe for an order going to Canada is...
4-12 business days
This is used to reach out to the customer at a later date.
Follow Up Form
We have a zero tolerance policy on this in the office
Negativity
You offer 2 Winbacks and the customer still wants to leave. What is your next step?
Billing information can be updated by clicking on the ______ page of Happy Admin.
Account page
A box was shipped to the old address on file and their mail isn't being forwarded. How do we make sure they receive a box?
Use Monthly Guide to reship or GYB to reship a box
A customer needs to switch from bill on the 5th to bill on the 8th. What do need to do?
Billing customization update form on Barkives
What are all of the channels we serve our customers on?
Email, Chat, Text, Phones, Facebook Messenger
Tonya takes to social media letting us know that BarkBox was the reason her sweet pup Chance lived longer than expected. He passed away over the weekend & she is heartbroken. What do you do!?
Deadline for all Tailored Box changes
Midnight on the 3rd
There are no more Super Chewer boxes available to reship. We can add a free month & ____ ___ _____
Send 1-2 items out!
A customer wants to stop receiving promotional emails from us. Where do we submit that information?
Submit to the Email Opt Out form
You have a wedding to go to in a month and need 2 days off. You do not want to use vacation time so you have to make up those hours in the week. What do you do?
Humanity to request off the dates THEN email schedules@barkbox.com to figure out a schedule for the week to make up those hours.
Jarvis the pug just tore up all of his Classic BarkBox toys. He even ingested one of the pieces of fabric. His mom swears that he is gentle with his toys & these toys are of awful quality. What do you do!?
Show empathy and keep at a calm tone. Offer to switch to the Super Chewer plan & send out 2 toys in the meantime!
The 30th/31st of the previous month
A Canadian box was shipped out on the 10th. The box was delivered to the border on the 19th but they haven't received it as of the 22nd. Do we reship?
Nope. The shipping time-frame is 4-12 business days after the 15th.
Something weird occurs on an account that you and others have never seen before. What would you do with this info?
Bugs form
What is the MAIN difference between Super Chewer toys & More Durable Classic toys?