Zendesk Behaviors
What 4 details should be in a first response/greeting email?
- Branded Opening
- Self Introduction (first name and job title)
- Acknowledgement of issue
- Personalization - use clients name
According to condition standards which category displays Items show moderate sign(s) of wear. Clothing and shoes may show wear such as moderate markings or creasing. Handbags and accessories may show wear such as worn corners, moderate scratches and interior wear. Jewelry may show wear such as moderate scratches, nicks and/or dents.
Condition- GOOD
Client received a item from her most recent order and the measurements were off. She wants to keep it but is upset that we provided wrong details. What should we do?
Offer site credit for the error on TRR side.
client is expressing concerns with logging into their TRR account. Which article should you follow to assist?
Client Services: Password Assistance for Clients
Internal Notes- identify which is correct and which is incorrect
Example 2 is correct
Client emailed photos indicating she received a size 6 shoe but item was listed as an 8. What can be done?
Check return history and process a return as we have received photos
Client sends first email indicating she has placed her first order with us and is very excited to keep shopping. She is just concerned with the order arriving on time and hopes it makes it in time for her trip in a week. How can we respond?
Thank her for being a new shopper- delight her and be excited she is a member of TRR... Check her order and provide order status. Educate her on my purchases page and ensure her of shipping times. Let her know what could happen next if order arrives too late (notate a return exception can be made)
What should an agent search for details on SMEM?
Shop and earn
Shop more earn more
Client expressed concerns on Authenticity of item. Which Macro should you use to address the issue?
CS::Product Authenticity Doubts - Return Request
True or False? Client would like to have an item sent to a local store before purchasing so they can see it in person. This can be accommodated.
True- if the item is above 2k they can request a transfer. The agent will reach out to desired store to get help with the process
Client advises that no one has responded to her in 5 days. She has been patient but just wants to know if the item comes with a extra belt strap or not. How should you proceed?
Apologize for the delay and assure that you will be happy to help. Advise that we are still awaiting confirmation from the internal team however from the photos and details of the item- a belt is not included. If she would like to place the order for the item today you are happy to provide $20 in site credit towards that purchase.
I want to make sure I am caught up on the latest articles. Where can I go to see recent updates?
Alerts
A client mentioned she has text and called in numerous of times but her issue is not resolved. What should I check first?
If a ZD ticket has already been created and if any updates.
True or False- A ticket is created for an issue and in hold status with a item inquiry form pending. I should merge that ticket with my new email ticket that I just received for same client/ same issue?
False- You should not merge a ticket that has an open item inquiry still pending. This will close the item inquiry and delay resolution.