EMAIL
Name two ways that you can access a customers account.
1. Order Number
2. Email address
What is OBR? (Feedback)
OBR is a feedback from the customers recent shopping experience with a rating 3 or below, regarding a issue from the site or at the store.
What is Knowledge Base?
Knowledge Base is where you will research articles and questions that you are unaware of.
Name a reason why will you perform a store complaint?
If a customer received poor customer service from the associates at the store.
Where will you locate 911's?
In CCA.
12-15 per hour.
TRUE or FALSE: Do we make a outbound call to each customer?
True.
Searching in KB, what is the Answer ID for missing items?
473 Contact List.
Should the Regional Coach be included in the store compliant?
Yes.
What are two reasons for a 911's?
Power outage and weather issues.
If a customer email because they wanted to get a refund for an ENTIRE order, what step will you perform?
Reach out to the store to get approval.
If the customer doesn't answer the phone, what is the process?
Customers wants to know how much delivery or pick up costs for Walmart Grocery. What should you review?
KB Article 713 - shows all types of charges such as Delivery fees and Pick Up fees.
TRUE or FALSE: Is it true that a store complaint has to be escalated?
True.
Are 911's already escalated? TRUE or FALSE
True.
Name all 3 reasons why you should make a outbound call to a customer for an email?
1. Technical issues.
2. Refunds over $30.00.
3. Authorization holds.
If the customer has a issue that requires a FEEDBACK store complaint, and you contact the customer, but they don't answer, what is the process?
If a customer account needs to be closed for other reasons, such as returns abuse, fraud, or threat of violence, what should you do?
Escalate to payment & Risk.
KB Article 290
Would you proceed with a store complaint if a customer stated that they had property damage?
What will you do if the store called in regarding 20-30 customers orders that needs to be cancelled due to store's power outage?
Market Coach has to create a 911 of the known issue.
Name the correct percentages for the following KPI's for Email:
Attendance, CSAT, and FCR.
Attendance: 95%
Attendance:85%
FCR: 85%
Do we let the customer know that the call is "Monitored and recorded for quality assurance' when making a outbound call for a feedback? Explain why.
No, because we are the ones making the outbound call to the customer. Only if the customer is calling in.
How can you determine fraud scores for orders that's been cancelled due to unauthorized charges, when searching in KB?
1016 and 1144.
Is a store complaint already escalated? YES or NO
What is the procedure for a 911?
Market Coach has to create a list of customers that needs cancelled orders or a promotional code.
Emails are sent to supervisors and CSRII's.