General knowledge 1
What’s our slogan?
Wake up your senses with a coffee on a click!
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
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.
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.
What happens if a customer makes a request via phone number?
it is not required to do anything on their own.
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.
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.
Name at least 3 values of our Company
High process standard, Integrity, Global Citizenship, Sustainability, Empowerment, Respect, Innovation, Community, Education, Passion, Impact Measurement.
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.
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
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.
How much time will take a free replacement within Colombia?
the free replacement will take 5 business days tops
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)
What options can the agent offer when a customer complains about receiving the wrong package?
A refund or a replacement.
What do our services include?
Our services include marketing and promotion on social networks
What is our company responsible for?
Our company is responsible for contacting both small and large producers of specialty coffees
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
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.
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.
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.
What must the customer use to return a wrong package?
The customer must use a prepaid shipping label provided by the company