Spot the Flag
Cx's email:
hi i wanted to know what amount i will be charged next month
Our email:
Hi Jeremy,
Thanks for reaching out!
Unfotrunately, I can't see an account under your email. Is there another email your could provide me with.
Best,
Jane
Minor typo!
Unfortunately is spelled wrong, and "Is there another email your could provide me with" should end in a question mark, not a period
Cx's name is wrong, or not used (when we have it)
Greeting/Intro incorrect
You receive 5 QAs every week
False! You receive at least 15
(provided you are in office/submit enough tickets)
Where do you go to see your QA percentage?
(Multiple correct answers)
Your main CHE page, or your manager!
Cx's email:
hi i want to know when my membership renews
Our email:
Hi MICHAEL, thanks for reaching out! Your membership renews on April 27, 2024. I hope this helps! Best, Jane
Improper formatting, greeting/intro incorrect
Michael is written in all caps, response is not written in an email format
Information we are requesting was already provided by the customer in the thread or their support form
Requested previously provided information
Each week you can either be in the Green, Red, or the Yellow
True!
Where do you go to access the QA Rubric?
The top of the announcements channel!
Cx's text message:
hi i just tried to cancel my next shipment but the button on the site is broken
Our text message:
Sorry to hear about that! To cancel your next shipment, you will need to go to your Orders and press the green Skip button next to this week's box. Let me know if I can help with anything else!
Did not provide full solution, Reply not relevant/Did not read thread
We should have canceled the shipment for them since the site is giving them errors
Set ticket as solved, pending, snoozed until reply, close when we weren't the last reply on the ticket (unless approved by manager or stuck in a YW loop)
Closed ticket improperly
You are not allowed to dispute flags
False! You can always dispute a flag through your manager or through HR (Chelsea)
How do you file a dispute?
Reach out to your manager or to Chelsea! They will file the dispute for you :)
Cx's email:
Hey I just wanted to know where I go to see what's in my next shipment? the flyer said that I can see future shipments on the site but I can't find where
Our email:
Hi Yusuf,
Thanks for reaching out! I'm sorry to hear about the trouble, but I am more than happy to help!
To see the items in your next shipment, you'll head to the Orders tab and click on the next week's date. The site will pop open a new tab and show you a list of the items you are receiving along with their quantity.
I hope this helps! Let me know if I can be of any further assistance :)
Best,
Jane
No flags! Great response
Taking the wrong action on a cx account (refunding when we shouldn't have, refunding the wrong amount, refunding as store credit instead of payment method, canceling an acct without permission, etc)
Incorrect system action
You can be in the yellow twice before receiving a verbal warning
False! You would have to be in the yellow 4 weeks in a row before receiving a verbal warning
How often does your score change on Nova? How quickly do QA Reviews show on Nova?
Your % score changes nightly. QA Reviews update in real time!
Cx's text message:
you know you guys really suck. i just bought a charger from you and it doesnt even work. im actually pretty sure that four year olds have to make your product because its literally that bad
Our response:
[closed ticket]
Closed ticket improperly, Tone/Customer Service
We should have apologized for the issue and at the very least reported their ticket as feedback. If within policy, we could have replaced/refunded the item as well
Using slang, or text slang
Writing quality
To be in the green, you need a 92% or above
False! You need a 87.5% and above to be in the green :)
General QA questions (no specific flags), accidental mistakes on a ticket, WF/Macro errors (after telling an engineer), or funny jokes