General knowledge 1
General knowledge 2
General knowledge3
General knowledge 4
General knowledge 5
General knowledge 6
General knowledge 7
300

What’s our slogan?

Wake up your senses with a coffee on a click!

300

Name at least 3 key principles from our CUSTOMER SERVICE POLICY 

Customer Centered Approach, Timely and Transparent Communication, Continuous Improvement, What We Aim to Achieve, Your Role

300

In the procedure for defective, expired product or defective packaging. What is the first situation  customer service representatives can face?

Customers contact agents at the moment in which the delivery personnel are at the customer's door.

300

In the first situation, from the procedure for defective, expired product, or defective packaging. What is the next step after the customer has chosen either free replacement or refund? What information do we need from the customer?

The order number.

300

What happens if a customer makes a request via phone number?

it is not required to do anything on their own.

300

We bridge the gap between coffee sellers and coffee lovers by providing a dynamic online platform that facilitates connections.... is this part of? (Triple points)

This is part of our Mission.

300

In five years, to become the market leader in the country and to elevate Colombian coffee's global reputation as a premium product, renowned for quality and sustainability. Is this part of?

This is part of our Vision.

500

Name at least 3 values of our Company

High process standard, Integrity, Global Citizenship, Sustainability, Empowerment, Respect, Innovation, Community, Education, Passion, Impact Measurement.

500

What is our customer service philosophy focused on? (Triple points)

Our philosophy is focused on understanding each customer's individual needs and exceeding their expectations.

500

We have 3 procedures established in our company, mention them. (Double points)

1.Wrong package. 2. Missing object.  3. Procedure for defective, expired product or defective packaging

500

In the first situation from Procedure for defective, expired product or defective packaging. What is the second step the customer service representative must communicate to the customer?

Second step: inform the customer about the free replacement or refund.

500

How much time will take a free replacement within Colombia?

the free replacement will take 5 business days tops

500

How long will it take the refund to be in the bank account or credit card?

The refund will take from 24 hours to 48 hours to be in their bank account or credit card. (Business days)

500

What options can the agent offer when a customer complains about receiving the wrong package?

A refund or a replacement.

1000

What do our services include?

Our services include marketing and promotion on social networks

1000

What is our company responsible for?

Our company is responsible for contacting both small and large producers of specialty coffees

1000

Mention the call flow in order from the GENERAL PROTOCOL 

1.Friendly greetings 2.Authentication. 3.Identify the Issue. 4.Be Understanding. 5.Get to troubleshooting. 6.Recap. 7.Branding  

1000

In the first situation from the procedure for defective, expired product or defective packaging. What is the first step the customer must follow?

The customer must not accept the product.

1000

How long will a free international replacement take?

For international free replacements it is going to take up to 30 business days to have the same product at their door.

1000

In what situation the customer will receive a link to make the claim by their own?

When the customer makes the call and does not finish the procedure in the phone call.

1000

What must the customer use to return a wrong package?

The customer must use a prepaid shipping label provided by the company

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