Web Assistance and Coupons
Steps that we have to follow when a consumer is contacting us, because they haven´t received coupons in a while (suppressed coupons)
- Go to the consumer profile
- Click the "Related" tab
- Verify that there is no special note for the consumer
- If the consumer does have a note, we would need to read the coupon verbatim in it.
What do we have to do when we receive a PQ interaction and the consumer complaints about two or more different PQ issues?
- We must ask the mandatory probing questions for each PQ issues the consumer mentioned.
Do we have a section on our VELO website, where our consumers can find information regarding the McLaren promotions?
What can we accept as an affirmative answer for the SS Question? (mention 3 examples)
- "I´m a tobacco/nicotine consumer"
- "Yes, yeah, yep, yup."
- "Tobacco/nicotine consumer"
Explain the troubleshooting, when a consumer can´t log in to their profile since they forgot the password.
- Verify the profile status
- Verified if they have web access, if they´re not we have to mark the check box and save the update.
- Send or explain to our consumer how to receive the email to reset their password.
- If non of the steps above work, we must do a Reset Challenge QA
Mention 3 correct documentation we must have on rep comments during PQ Cases:
- Acc creation, age verification and certification.
- Profile updates.
- Type of compensation provided
- Refund amount or appeasement sent
- Amount of product that is being compensated
- Timeframes provided
- Approval or escalations
- Justification for compensations.
What is the name of the template that we can use as a script when ta consumer call us regarding an inquiry about their non-received prize?
"Promotion Prize Agency"
What happen if the consumer answer with any other non-affirmative response?
- We must ask: "Can I take that as a clear yes?"