Contact Lens
What is the auto refill discount?
20% off
What is the most common type of lens material?
Polycarbonate lenses
Does a customer need to create an account with us to place an order?
No, they wan place an order as a guest.
What is Lens Replacement?
Lens replacement allows customers to send in their own frames to have new lenses installed.
What does DBSC stand for?
Call the doctor
What is the Contact lens return policy?
Contact lenses can be returned within 30 days. However, the contact lens boxes must be unopened and unmarked to be eligible for a return.
52-20-145. In that order, what do these numbers represent?
Eye size, Bridge width and temple length
Where should notes be placed?
Notes should be added after every customer interaction and documented on the order as well.
What is the pupillary distance (PD)?
The distance between the pupils
How would you assist a customer who wants to change their payment method?
Use your "Can I help you?" statement and ask for the new card information.
What can we offer a customer in a situation where their order is on backorder?
Upgrade the shipping free of cost or offer trials when there is an extreme delay.
What is the processing timeframe for rush order?
Rush order processing timeframe is 3-4 business days after receiving the frame.
What is the hold time for calls?
3mins
When should we do a recut?
A recut is done for every order that needs to be inspected and sent back to LD.
What step would you need to take in order to know if the lenses were ordered?
Go into the work order to confirm whether there is a PO.
Does a customer need a prescription to order cosmetic or none RX contact lenses? Why?
No. A prescription is not required for non-Rx contact lenses because they do not contain any corrective power. These lenses are designed for cosmetic purposes only and do not correct the customer's vision.
When do we recommend High Index Lenses to a customer?
We recommend high index lenses for a customer if the lenses are over -/+4.
You have placed a customer on hold, however you are about to pass your hold time and still require more information before advising the customer. Describe your next steps.
Advise the customer that you are still gathering the information they requested and that you will be back with an update shortly.
Michael is not able to see through his left lens, however the right lens seems just fine. Using as much detail as possible, explain what action is required from us?
Ask Michael if he currently has a pair of glasses with his prescription. If he does, request that he send a copy of the prescription to confirm it is correct. If the prescription is verified, let Michael know that we will proceed with a recut of the lenses.
A customer calls in adamant that he wants to speak with a supervisor. Describe your next steps.
Ask the customer to briefly describe the issue they are experiencing and why they would like to speak with a supervisor.
A customer called in and asked to be removed off the Auto Refill list, however their order just shipped out. What would be your next steps?
Offer the customer the option to Return to Sender (RTS) the package so we can process a refund. If needed, you can also cancel any future AutoRefill orders.
If a client attempts to place an order with an expired glasses prescription, should we verify the prescription?
Yes. The prescription can be verified as long as the customer confirms that it is still current and correct for them.
List three actions which may result in an auto-fail for chats.
-Rude or being condescending to the customer.
-Refusing to escalate the call to a manager/Supervisor.
-Failing to follow through after a call.
-Providing medical advise.
You come across an order that is on hold, hold reason: Large or wrap frame. It is your responsibility to reach out to the customer to advise on what we require to move forward. How do you advise this customer?
I’m sorry for the inconvenience. After inspecting your frame, we found that it is too large and warped, which prevents us from safely installing new lenses. Unfortunately, we’ll need you to send in a different frame. Once we receive the replacement frame, we’ll return your original frame to you. We appreciate your understanding and apologize for any inconvenience this may cause.
How long does it take to get the results for the vision test? What is required to take the vision test?
It will take 24hrs for the customer to receive the vision test.
The vision test requires the following:
· A smartphone
· A computer
· 10 feet of space from your monito