SOFT SKILLS
Name the most accurate Quick Text response to this scenario:
I have been chatting with a guest who suddenly stops responding. It has been 5 minutes since their last Response
Quick Text Name: Inactivity
I apologize, I will need to end the chat due to inactivity. If you need further assistance, please feel free to chat with us at MattressFirm.com, or submit a contact request form at https://www.mattressfirm.com/customer-service-form.html. Thank you!
I have a guest who will require follow-up tomorrow. What do I have to create?
A Case!
Name the most accurate Quick Text response to this scenario:
Guest: "Hi I am trying to find out the status of my delivery, can you help me?"
Quick Text Name: Delivery - Tracking
You may track your delivery online at https://www.mattressfirm.com/delivery-tracking.html. If your items are shipping via ground delivery, the tracking number will be included as a link you may click on to track once the item has shipped. You will also be notified with the tracking information and estimated delivery date via email once your item ships.
What queue do I transfer the below guest to based on their question?
Guest: "Hello, I would like to purchase this bed and apply code MGR19"
MFISalesBtn
Name the most accurate Quick Text response to this scenario:
Guest: "Hi, I would like to file a claim on my mattress."
Quick Text Name: Warranty - Claim
To start a claim, you may visit www.mattressfirm.com/mattress-warranty.html to begin the free Warranty eClaim. If you follow the step by step instructions and submit the required pictures, you will receive a response within 5 -10 business days.
It's been a couple minutes since I last heard from my guest. What Quick Text should I send?
Quick Text Name: Silence
Are you still with me?
True or False:
Having just 1 POS system open at a time is the most efficient way to assist multiple guests at once.
False!
Always open up 2 Citrix screens!
100 Bonus points: explain why?
Name the most accurate Quick Text response to this scenario:
Guest: "I would like to cancel my order, the delivery time said 7-10 days, but my delivery date is 2 months out"
Quick Text Name: DD Placeholder
I apologize for the confusion, the date listed on your invoice is a place holder for items that ship directly from the manufacturer. Please disregard this date, your item will ship in the advertised time frame and you will receive an email with the tracking information when it is on it's way. Once the item ships, the information will also be updated at https://www.mattressfirm.com/delivery-tracking.html. Is there anything else I can check on for you today?
What Queue do I transfer the below scenarios to?
Inside Sales order:
I would like to cancel, I would like to Exchange, I would like to return, My bed is out of stock and I need to re-select
MFIInsideSalesServiceBtn
Name the most accurate Quick Text response to this scenario:
Guest: "My mattress is sinking and need help. I would prefer someone come out to my home rather than the self-service option."
Quick Text Name: Warranty - 3rd Party
To request a Third-Party Inspection, please visit www.mattressfirm.com/mattress-warranty.html and select Third-Party Inspection. There is a fee of $79.99 for that service and you will receive a response in 2-3 weeks. We respond to initial inquiries within 5 business days to take payment, then the inspection service will then reach out 3 - 4 days thereafter to schedule an appointment.
Name the most accurate Quick Text response to this scenario:
Guest: "I would like to know the status of my refund."
Quick Text Name: Refund Visibility
For your protection, I do not have visibility of your payment information. We have a dedicated team who handles all refund inquiries. If you'd like further investigation into the refund process, please fill out the following form and our team will be in contact within 48 hours regarding your concern. https://www.mattressfirm.com/customer-service-form.html.
True or False:
When you process an exchange for a guest, and a balance is due, I should create a case and change the status to payment required for a lead to contact the guest to collect payment?
False!
Send the Payment Quick Text!
You have a guest who purchased core product and you have to break the news to them their product is out of stock. What is the best Quick Text to use in this situation?
Quick Text Name: Delivery Delay #1
Thank you for your patience. It appears the warehouse did not receive the replenishing shipment of your mattress that we were expecting, and due to this delay, we currently do not have stock on this item. The soonest date we have available to get these items out to you would be xx/xx. We sincerely apologize for any inconvenience.
True or False:
A guest purchased from Inside Sales and comes on chat asking to cancel their order. You cancel their order and send an email to the sales associate letting them know of the actions taken on the guests account.
FALSE
Name the most accurate Quick Text response to this scenario:
Guest: "I don't understand. I am filing a claim for my mattress not my frame. Why do y'all require a picture of my frame."
Quick Text Name: Warranty - Required
In order to avoid a delay in the process and to make a proper determination, the manufacturer requires the photos of the major components of your sleep system which includes mattress, box spring or foundation and the bed frame.
Before ending a chat, I must ask this question. What Quick Text am I?
Quick Text Name: Assist
Is there anything else I can assist you with today?
I have a guest who never once typed anything out in our chat. After 5 minutes, I ended the chat. What disposition am I?
Abandoned - Pre Chat
The guest you were chatting with just stated they were promised a 2 hour window by the sales associate, what is the best quick text to use in this situation?
Quick Text Name: #3 Reschedule - Specific Window
The only time an associate is able to guarantee a time window is when you purchase our Diamond Delivery Service for $199. I will review your sales order to see if that's something you purchased.
True or False:
A guest comes on chat wanting to return their order placed through the website (cart). You would create a case, create the return with fees, email the guest their receipt and close the case.
TRUE
True or False:
We require the guest to submit a copy of their receipt when submitting an Online Claim.
FALSE!
Quick Text Name: Warranty - Invoice
It is not necessary to look up your invoice this stage of your claim. You can skip that section by clicking "next" then "continue". We will then use the information provided in the questionnaire to find the invoice on our end during processing.
There are two appropriate Quick Text response to this scenario, name them both.
*Chat Begins*
Guest: "Help! I am having the most horrible experience with your company and need immediate assistance."
Quick Text Name: Greeting #3
I’m very sorry to hear that this situation took place, and I am happy to help. Mattress Firm is devoted to providing a superior customer experience. Allow me to investigate this matter for you and see what I can do. May I have the order number, phone number and full name associated with the account?
Quick Text Name:
Greeting #2 I'm sorry to hear that and would be happy to help you! May I please have your order number, full name, and phone number it's associated with?
A guest chatted in to track their delivery today, but upon checking the delivery, I had to reschedule the order. What disposition am I?
What are the quick texts you send to a guest who wants to reschedule their two hour window?
DAILY DOUBLE!!!
______________________________________
Quick Text Name:#1 Reschedule - 2 Hr Window
I am sorry to hear that you won't be available for your scheduled delivery. Our delivery routes are finalized based on your address in relation to other guests on this route, so we cannot make changes to the delivery window. What I can do for you is request to have your delivery canceled and rescheduled for a future delivery date. Is that something you would like for me to help you with?
Quick Text Name: #2 Reschedule - 2 Hr Window
I apologize, however changes made to the delivery window would impact other guests receiving deliveries on this route therefore we are unable to make changes to the time window. Our only option at this time would be to cancel the delivery and re-schedule.
True or False: I would transfer the below chat to MFIInsideSalesServiceBtn
Guest "Hi I bought an adjustable base last year and now need the headboard brackets that are compatible, can you help me?"
You would transfer the chat to SALES! MFISalesBtn.
Name the most accurate Quick Text response to this scenario:
Guest: "I need someone to come inspect my mattress because I do not have a ruler to complete the warranty claim myself.
Quick Text Name: Warranty - Scale
I'm sorry to hear you are unable to print out the measuring device. You can also use a ruler or tape measure, without applying pressure if that is easier for you. Gently place the ruler or tape measure on the mattress, follow the steps on our website, and take all required photos. Once the claim is fully submitted, you will receive a determination in 5-10 business days. Is there anything else I can assist you with today?