CS Sheet Etiquette
When closing a CS call, this should be reviewed with the customer.
What is how they would like to be contacted. Phone or email. Verify the contact info.
CCI and didn’t get their order. Tracking shows the order went Surepost and it was delivered by the post office. Name the next action by the customer.
100 Bonus Points: We can do driver follow up's for USPS and Surepost packages. True or False.
What is check with their post office
Customer purchased the Doc Roy’s Ear Flush. The box was not damaged, yet the nozzle will not work. Name the Order Entry Type.
What is PB: Packaging Issue.
RAH/GC is at fault and an item needs to be returned. Name the first step for the return.
What is send a return label.
CCI and is screaming in your ear about not getting their package. What three things do you do.
100 Bonus Points: You should do this with your voice.
What is Listen with full attention.
What is Do not interrupt.
What is Be empathetic.
CCI and claims they ordered over the phone and they ordered Advantage and the order shows Advantix. Name the first step to resolve this concern.
What is a CCP will need to listen to the phone call.
CCI and their gallon of Oxine was busted and leaking all over the package. Name the top 3 questions we should ask the customer.
100 Bonus Points: The customer wants to know what to do with the damaged item. You advise them to do what.
What is was it a Revival box?
What is how was it packed?
What is was the outside of the box damaged or retaped?
Customer purchased the 25lb bucket of GI Synbiotic and their dogs vomited. Name the resolution and the Order Entry Type.
What is issue refund or send replacement. PB- Diarrhea/Vomit.
Name the restocking fee ladder.
100 Bonus Points: Name the Private Brand restocking fee.
What is 0-30 days from purchase date: No restocking fee.
What is 31-60 days from purchase date: 20%
What is 61-90 days from purchase date: 30%
No Returns after 90 days from purchase date.
You have a rush customer service issue. To bring it to the CCP team's attention you want to do what.
What is Send an email with order number to cs@revivalanimal.com or call a CCP if available.
CCI to report damage of one item. Name the 2 types of resolution.
What is Refund or Replacement.
Customer placed their order online and calls in to correct the address. You find out the order has already shipped. These 2 facts should be shared with the customer if we call Fed Ex to update the address.
What is this will delay the delivery by one business day.
What is there is a $12.50 fee to do so.
Customer does not like an ingredient in the Doc Roy’s Healthy Bones. Name the Order Entry Type.
What is PB: Customer Changed Mind.
When sending a return label, name the 2 things that should be reviewed with the customer.
100 Bonus Points: Customer needs to do what when a label is emailed to them.
What is can the customer print a label.
What is the email address.
Name 3 ways to help calm a customer.
What is Involve them with investigation/resolution.
What is Speak with them, use their name.
What is Apologize if appropriate.
Name the top three requirements you need to enter when adding notes to a customer service sheet.
What is the date of when the notes are being entered.
What is your initials.
What is the notes need to be entered at the top of the crm.
CCI and their 2day shipment was delayed by one business day. We would not refund shipping in this situation.
What is weather delay.
Customer opened a Private Brand product and it does not work. The retail price is 29.99, resolution for the customer is what.
100 Bonus Points: The customer can also do this with their refund.
What is donate the item and issue a refund.
When a customer wants to return an item, name the first thing you want to check.
What is the purchase date.
While you are listening to a screaming customer, you should do what.
What is Take notes and try not to jump to conclusions or interrupt.
When filling out a CS sheet for an Order Entry Error. The Order Entry Type (secondary code) needs to begin with this.
100 Bonus Points: Name the Order Entry Type abbreviations for Warehouse and Private Brand.
What is OE.
We can start driver follow up's for these carriers.
100 Bonus Points: Name the time frame for the follow up for each carrier.
What is Fed Ex.
What is UPS.
What is Speedee.
CCI and their Oral Cal Plus turned hard and they are not able to get it out of the tube. Name the Order Entry Type.
300 Bonus Points: Name all of the Private Brand Order Entry Types. Hint: There are 9.
What is PB: Product Consistency Issue.
Each return will go through what step before a refund is given.
100 Bonus Points: This will happen if not restockable.
What is Quality Assurance.
When you transfer a customer to a CCP, you should have what.
What is the order number or name ID.