Delivering The basics
What phrase should you always include in your call opening?
Your name, Holland & Barrett, and “How can I help you today?”
What is the name of the system we use to Aux(Ready, Lunch break, Email handling, Webchat)?
Serenova
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.
When handling an angry customer, what should you avoid doing?
Speaking over them, backchat, or losing calm.
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.
Name the six steps to success in delivering the basics.
Opening, Understanding, Customer Authentication, Empathy, Summarise, Closing.
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.
Give an example of a positive language statement that shows ownership and trust.
“I CAN look into this for you straight away” or “I WILL place that order for you now, no problem.”
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.
How many pieces of information are required to authenticate a customer on an inbound or outbound call?
Three pieces of information.
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.