Web client
If it is the cx first time signing into the web client where will the cx be directed to?
What is the Mail tab
Cx called to close account where in backpack do you need to go
What is close account
A cx calls in angry what is the first thing you are supposed to do
What is listen to them
Cx calls and say I need to update my payment method
What is account- payment info update
What is the orders tab used for on the web client?
What is allows user to import directly from their online webstores
Cx called to change address where in backpack can you do this
What is Account settings/Contact info
Cx is using profanity and what is the second thing you do while dealing with a angry cx
what is remain calm
Cx called mom opened the account mom is now deceased
What is closure-deceased
Cx is calling about products which department should you transfer the cx to
What is technical department
Cx called and states I forgot my password, where in backpack do you start first to get the cx in the account?
What is security questions
where do find cx declined charges if any
purchase transaction history/cybersourse
Cx is angry and request a supervisor now what do you as a CSR try to do
What is de-escalate
What do we do when a cx doesn't verify
What is create a new contact
Cx called and wants to request a refund on the web client where do the cx needs to start
What is history
Cx called and states I need to change my credit card on file where in backpack can this be done
What is account settings/payment settings
which hot key do you use for your notes
what is v.1
Cx calls and say usps is not accepting our rates for stamps what request do you put in
What is a BSN
we removed the account hold for service fee not paid what do we disposition this call as
What is account-check account status
Cx called and wants to make changes to their account where do they need to go
What is manage account
What section do we select to get to the balance history
What is transaction history
Cx called and states I don't have time can you call me back do stamps.com off call backs
what is no
Cx called in due to negative balance on the account
apv-general inquires/feedback