Systems and IKB
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What type of statement is "For the purposes of quick resolution, I'll need you to… OK?""
What is our service recovery for the first delivery issue on a rental bike?
Refund $150 Upfront Fee
Total Number of Surveys Peloton received in 3 months
80000
Where can you find IKB in Zendesk?
Quicklinks
Member Satisfaction
In which cases do we not give free membership waivers?
-Accessory issues
-WiFi + Other Connectivity Issues
-Fires
-Out of Warranty
-VIP
What are the 3 lines of business we handle?
Order experience
Membership
HWSW
It's a toll located in IKB that helps you find the right article a lot quicker.
ADA Chatbot
The Survey asks them to rate their experience on what scale
1: Terrible
2:Poor
3:Average
4:Good
5:Excellent
For cosmetic damage to equipment where members were significantly inconvenienced, what service recovery should only be provided?
Service recovery package
List 4 of the Peloton Products
Bike+
Tread
Row
Guide
Accessories
Where is the ADA Chatbot located in IKB?
Bottom of the right-hand corner.
_________ is the ability to understand and share the feelings of another.
Empathy
For multiple delivery issues, see Tier 2. How much do we refund to members in Canada for Tread?
Refund CA$130
Instead of “No, we don’t have that," what phrases could you use instead?
“I can see how that would be useful, but I’m afraid we don’t have that functionality,” or “While there’s currently no way to do that, we appreciate you taking the time to let us know what you’re looking for—most of the improvements we make come from ideas and suggestions like yours, so thank you for reaching out!”.
What does that IKB drop-down menu contain?
System Quicklinks/Quicklinks
What type of statement is "“I can certainly help you with this situation.”
Assurance
For hardware issues, in which cases do we refund delivery fees?
Never
What are the 3 types of empathy?
Compassionate
Cognitive
Emotional