True or False
Internal users no longer have a way to directly edit a customer's Plus shipping address after benefits have been used in the billing cycle.
True
Starting on 4/29, refund checks will be mailed out on _______ instead of Thursdays.
Wednesdays
Why do reps now have to log out of the Switchboard or set your status to "away" when done for your shift and before closing the SB window?
Adjustments were made in Switchboard to prevent reps from showing as "disconnected" in chat due to brief network errors or accidentally closing out of the browser tab.
Where will the Processing Queues page will be moved into, starting on 4/21?
Admin Portal
Moving forward, credit memos received from vendors for drop ship returns should be forwarded to reverselogistics@webstaurantstore.com instead of creditmemo@webstaurantstore.com
False
reverselogisticsds@webstaurantstore.com
Until now, ______ ______ has been a main point of contact for CS to help answer and handle situations that had possible legal implications. With this new process, CS will instead be transferring the case to the _______ _______ - Reviews tenant for further investigation when the complaint falls into any of the below categories:
· Bodily injury
· Property/environmental damage
· Abnormal thermal events (fires, explosions, etc.)
· Food safety concerns
· Customer threatens legal action or getting attorney representation
Matt Reycroft
Product Specialist
What two ways can customers enter to win into the Cambro Sweepstakes?
Any customer who orders at least $100 of Cambro products listed on the official sweepstakes page will be automatically entered to win.
Customers can email cambrosweepstakes@webstaurantstore.com with all of the information listed in the official rules to manually enter to win
Starting around 4/14, we’re introducing an updated format for delivery ETAs on the browser site. What will this updated format look like?
To make for a more cohesive customer experience, items will show a range of specific dates (i.e. Instead of "Arrives in 1-3 business days", it will say, "Arrives by Mon, Feb 9 - Wed, Feb 11".)
Rewards credits will begin to expire after 18 months without use.
False
24 months after no use
To help eliminate duplicate contacts for Web Content via Item Issues and email the Item Issues "Site Issue" type will be renamed to _____ ____ _____ and the Email Content box will no longer be required.
"Website Content Issue"
Going forward, what do we now have to do when we make any outgoing phone calls?
We must state we are calling from a recorded line for all outbound calls, not only calls to customers.
What is the workaround when a customer urgently needs a Plus Address updated after the benefits have been used for the billing cycle?
If the address urgently needs to be updated before the beginning of the next billing cycle, the workaround is to cancel the subscription, force end benefits, edit the address, and then reinstate the subscription through the customer account.
Moving forward, final connections installation services can be added after an order is placed for orders serviced by SafeWare.
False
RKW
When grabbing a new case in Briefcase, be sure to check if the sender is an ______ ______ ______ before archiving the case. When emails are transferred to CS from another Briefcase tenant, they will always come in as a new case regardless of whether there's an existing case. Be sure to review new cases thoroughly and merge responses into existing cases as needed.
internal Clark address
To help internal users more efficiently find related cases that may be pertinent to the current situation the customer is contacting us about, the COP Dashboard will begin to display what?
A Recent Cases Section
When should CS use the "Report PCI Violation" option in Briefcase?
This should be used when customers email us confidential info, such as credit card numbers or social security numbers. This option should be used when the confidential payment info is within the text or an embedded image in the email and before any response is sent to the customer.
Moving forward, once a refund has been applied it can no longer be revoked and reapplied by another method.
True
Bonus Question: What is the exception?
We are going to miss _______ when she moves away to ______ to live happily ever after with her new hubby _______.
Taylor
Norway
Espen
What will Pepper will begin providing automated resolutions for starting on 4/2?
Certain Tracking Exceptions
CS reps should not recommend or educate customers on the Platinum program, but, what can we do, also, without telling the customer?
If a customer meets the considerations for Platinum potential, we can submit the Potential Customer form