Incredibles
What does the tag “Member Deactivated” mean?
The member’s account has been deactivated at the member’s request.
What is the expected wrap-up time after an interaction?
1-2 minutes
A member ordered a laptop and no longer wants it. What is the correct concession?
Return
Explain the difference between order and account level notes.
Order level notes are added for any interaction related to a specific order. Account level notes are added for any interaction with a member about their account and not related to an order.
What does the tag “100TT” mean?
Jet has sent a gift to the member from our 100 Tiny Touchpoints program.
How soon should you be available in inContact after clocking in?
Within 2 minutes.
What is the refund time frame for returns?
>$100 = 14 business days from when the item is delivered back.
<$100 = up to 5 business days from first carrier scan.
What are three pieces of information you need to get from the customer before giving information on an account?
Full Name, Billing Address, Email Address
What team do you transfer a call to if the account has the tag “Needs Order Verification”?
Warm transfer to Order Verification.
What unavailable code do you use for Bridge courses?
eLearning
How long do members have to submit a price match credit request for a price change on Jet? For our online competitors’ prices?
7 days, 30 days
What concession is done COMPLETELY in impersonation?
Return
When would you add the tag “Refund 1” to an account?
For refunds issued over $50 with no evidence.
What are the three main interaction skills for Customer Care?
Phone, Email, Chat
Joe ordered a $50 pair of shoes and waived his free returns. He doesn’t like the shoes and wants to return them. How much will his return fee be?
$6 + 5% ($2.50) = $8.50
Who are the four Incredibles characters you might see when searching for an account?
Dash, Syndrome, ElastiGirl, FroZone
How should you handle a refund request if the account is tagged “Under Refund Review”?
Warm transfer them to the Order Verification team.
Explain the six steps to warm transfer a call in order.
1. Place the member on hold. 2. Click Transfer/Conf. 3. Call the intended recipient and briefly explain the scenario. 4. Click Conference to add the member to the call and introduce the intended recipient. 5. Transfer the call to the intended recipient. 6. Complete your notes and disposition.
Eleanor ordered a $700 bottle of perfume. It arrived damaged and she emailed us pictures asking for a refund. Her account is tagged “Replacement 1.” What is the correct concession?
Refund with Supervisor approval. Since Eleanor sent us pictures providing proof of the damage we are able to take care of the situation.