R&R
What should an agent review before processing a refund or replacement?
Zendesk notes and Aurora notes
What is the name of the system we use to Aux(Ready, Lunch break, Email handling, Webchat)?
Zoom
What is Subscribe & Save?
A service that automatically delivers your favourite products to your doorstep on a regular basis.
What is the main purpose of completing ID&V on inbound and outbound calls?
To ensure we are speaking to the customer named on the order or account.
What is the name of Holland & Barrett's loyalty programme?
H&B&Me?
How many previous instances can a customer have before a C&C warning is required?
3 or more instances
What must an advisor do if they skip a ticket?
Provide a reason for skipping it and approver
From which order do Subscribe & Save benefits start to apply?
From the second order onwards.
Name the pieces of information that help identify and verify a customer on calls.
Order Number / RfL Number and Full Name or Email Address.
How many points do members earn for every £1/€1 spent?
4 points
What should an agent do if there is already a warning or restriction note on the account?
Do not issue a refund or replacement and notify irregular transactions
What should an advisor do before sending a Zendesk Auto Assist suggested response?
Review and edit it to ensure accuracy and correct tone.
Name two benefits customers receive when using Subscribe & Save.
Savings up to 45% off RRP, flexibility to cancel/skip/pause, free delivery over £10, or Rewards For Life points.
If a customer cannot confirm their order number on a call, what should you do?
Use alternative verification details such as full name, email address, and one additional piece of information.
How many points are needed before members can start spending their rewards?
50 points
What should an agent do if something about the claim doesn't feel right?
Pause and speak to your Team Leader
Why must advisors be careful when merging tickets?
Merging tickets from different customers can cause a customer data breach.
2.50 and you need to spend 10 pounds
On written channels, when can you proceed without asking for further information?
When the customer’s email address matches the email on the order or RfL account.
What bonus do members receive after making their first purchase as an H&B&Me member?
300 bonus points (£3/€3)
What should an agent tell a customer if the case is being escalated to Irregular Transactions?
The case is being passed to a specialist team for review and the customer will be updated once a decision is made
When should a ticket be set to “Pending”?
When waiting for a customer response.
Can the customer change the flavour of the item that is on Subscribe and Save?
No
What is the mandatory authentication requirement for store calls when discussing customer orders?
Confirming the customer’s order number and full name exactly as shown on the order or account.
Where can members find their digital loyalty card and QR code?
Rewards section of the website or app