Meet your Instructor!
He is a world-famous Scottish chef known for his poor anger management and cursing.
Who is Gordon Ramsay?
After having done all mandatory troubleshooting with the member, and the issue has not yet been resolved, you must contact a Team Lead or upper Tier teammate to continue with the next level of support via email.
What is Escalation/Tier 2 process?
- Google account
- Facebook account
- Apple I.D.
- Email/password credentials
What are 4 different ways to log in to MasterClass?
Member calls in to ask for a retroactive because he missed the BOGO promotion in December. His purchase date was January 26th.
What is "Offer expired / not applicable"?
Use this type of statement when a member calls in looking for a refund because her mortgage has doubled and she just lost her job.
What is an empathy statement?
Born in Canada, this former commander of the International Space Station teaches you the science of space exploration and what the future holds.
Who is Chris Hadfield?
This tool can help you identify the last time members have used their account, as well as the devices they use.
What is Amplitude?
The customer cannot log in. The website says "username and password are incorrect", but she just purchased her subscription this morning and never got the receipt. She can provide the CC info.
What is an email typo on Admin and Stripe?
Trial periods where MasterClass tests out new updates to the website such as different pricing and payment cycles. You must never mention this to a member.
What is an Experiment?
You need to be genuine, listen attentively and use relevant transition statements when a member reaches out to Member Support.
What is "Building a connection with the caller"?
American journalist, editor, author and television host from Newark, California. She was named editor-in-chief of Teen Vogue, making her the second African-American to hold such title.
Who is Elaine Welteroth?
You must refer the caller to the number 1800-367-5690 or ask them to send an email to «member@Equifax.com».
What is Employment Verification?
A subscription attempted to renew at the expiration date but encountered a payment error.
What is a lapsed account?
As of August 2nd, 2021, this promotion has been activated again, providing students with a 50% discount.
What is MC Plus for Students?
A member calls in asking for an auto-renewal cancellation, but the Member Support Associate cancels the whole membership instead. The caller gets triggered and asks for a Supervisor.
What is not listening attentively?
He's a Nobel Prize-winning economist. He teaches you the economic theories that drive history, policy, and help explain the world around you.
Who is Paul Krugman?
- Not changing the Requester name.
- Not repeating your name at the end of the call.
- Not branding the call during opening and closure.
- Not leaving internal notes.
- Customer mistreat.
What is a Q.A. Auto-fail?
These platforms are used outside of MasterClass, by customers, to purchase an All-access subscription.
What are Third party vendors?
Phase 1: August 2 - November 15, 2021
What is Tier Pricing start date?
A member calls in only to complain about how difficult it is to turn off the auto-renewal feature and that we should provide a better customer experience.
What is "Taking Member Feedback"?
He's a world re-known jazz icon born in Chicago, Illinois. As a child he was a piano prodigy. He is mostly famous for his participation in The Miles Davis Quintet.
Who is Herbie Hancock?
- Open Payments tab in Admin.
- Fill out the fields for «amount», «created at», «updated at» and «payment method».
- Press Ctrl+F and paste the only email address provided by the member.
What is finding an Admin acc. with a Paypal address?
Name the optional work-around when a Gift recipient refuses to submit CC information when trying to redeem a received gift.
What is CC opt out?
This promotion ran from February 25th to March 28th 2021 and only applied for first-time members outside the U.S.
What is BOSO International 2021?
You answer the call and the member only wants to talk to a supervisor, not anyone else. You need to be quiet and listen attentively until she calms down after venting, then offer support and provide options to solve her issue.
What is De-escalating the issue?