CS Basics
Name the 5 pieces of information that could be used for 2FA.
Order Number
Email Address
Full Mailing Address
Phone Number
Last Four of CC
Can customers purchase merch?
Yes!
How many days does a customer have to request a reship or store credit for a product they are unhappy with or that they did not receive?
100 days from the day of purchase
Best Way to Provide Feedback
Feedback Form Pinned in the CS Room or to your direct Manager
This manager lived in Alaska.
Joe
If a customer asks about product recommendations, what should you ask first?
What state do you live in?
If a customer has never used cannabis before, does not want to smoke and wants a mild high, what products would you recommend?
-Morning Delta 9 THC Gummies
-Micro-Dose Delta 9 Gummies
-Mind Magic Gummies
-PMS Support
If a customer requests a return within our policy, how should you proceed?
- Create an AA to request a return label from a lead.
- Send the label to the customer with all necessary communication.
- Solve the ticket out.
What do I do if I have tech issues?
1) Alert your direct supervisor. If your supervisor is not available, let lead know via the tech support workflow in the cs room.
2) Review Tech Troubleshoot Doc pinned at the top of CS Room.
This manager got their nose pierced in India
Michelle
What should be included in a phone greeting?
customer name, agent name, company name, and a friendly welcome
What mood are you looking for?
What type of product do you want, edible, smokable, concentrate, drinkable?
If a customer calls in and asks how long it will take for an order to arrive, what do we communicate?
An order take 24-48 hours to process in our warehouse and shipping takes 5-8 business days.
Do customers need to sign for vapes?
Yes!
This manager has a cat who came from Hawaii.
Bianca
What should you do at the end of an interaction?
Summarize the conversation, align expectations and next steps with the customer, send a follow email if necessary, and leave notes.
A customer tried our product and did not get high. They want a smokable product that will get them high. What product would you recommend?
Moonrocks
Hash
Badder
Diamonds
If you receive a dead chat or the chat disconnects, how do you proceed.
ALWAYS send a follow up email answering the customer's question and/or summarizing the chat.
Can you use a partial Personal Day?
No, Personal Days must be used as a full day only.
This manager used to own a DJ business.
Jade
Name the two pieces of information that have to be addressed in the medical macro.
- We are not medical professionals and cannot give medical advice.
- Our products are not intended for medicinal purposes.
If a customer asks how our product is legal,
1) What resource would you use? 2) Where would you direct them to read up on this further?
1) Website
2) Learn > Is Mood Legal?
What do you do once you have responded to an email?
leave a note and solve the ticket out.
When do our new hours start?
Monday 2/17