Power Up Rewards
This is what a "Pro" gets for every dollar they spend at GameStop.
What is 20 points
This form of communication is used most often in ZenDesk.
What is email?
This is how many days a customer has to return an unopened, new item.
What is 30 days?
You should never share these with anyone.
What are passwords? (or donuts)
This is the name of our private label brand.
What is Atrix?
When customers report that points have been used on their account without their approval.
What is Account Takeover
I should use Zendesk to do this for every call.
What is disposition?
This is how long it takes for a refund to go back to a customers credit card.
What is 3 to 5 business days?
You should always do this when walking away from your computer.
What is lock your screen?
This is the program we use to look up POSA cards.
What is iTrac?
This is the tool in Citrix we use to view Power Up Rewards points.
What is CSR Loyalty tool?
Found in ZenDesk, this is the tool I can use to find the answers to a lot of questions.
What is Knowledge Base?
This is removed from the customer’s Xbox account if the XAA order is returned.
What is Game Pass?
When placing an order for a customer I will never write this important piece of information down.
What is credit card number?
This is how long we will hold on to a BOPS order before cancelling the order and refunding the customer.
What is 1 week?
How long it can take for purchases to award your PuR points.
What is 72 hours?
These are the 3 statuses I can put myself in while on ZenDesk.
What is Online, Away, and Invisible?
When I see "Awaiting Receipt" in sterling, it means I didn't do this.
What is select the "Customer Can Keep" option?
I should verify this if a customer is calling in to change billing or payment information.
What is the customer's current billing information?
This type of issue is created when a customer expresses concern that a store employee didn't follow the guidelines set by ESRB ratings.
What is a 24 hour issue?
This is how long before my PUR points expire.
What is 12 months of no transactions for pro members, 6 months of no transactions for players?
You can use a Macro in Zendesk to do this?
What is provide a response and disposition automatically (but we need to remember to personalize the response)
This type of replacement usually requires a zero dollar order to be processed.
What is a partial bundle replacement?
This is our motto for verifying a customer's information.
What is ask, don't tell?
This is the system we can go to to look up any authorized users on a customer's PUR account.
What is Sharepoint??