Customer Service & Communication
The proper way to greet a customer calling in/ chatting.
What is, my name and addressing the company?
______ is our online prescription renewal process.
What is SleepCareOnline?
Customer states the new mask they just purchased has leaks and may be too big.
What is, offer a smaller size replacement cushion or liners?
Customer's new mask is not working with their current tubing.
What is, verify there isn't an old mask piece (quick release) stuck inside of the existing tubing?
This movie references the famous line, "Here's Johnny!".
What is The Shining?
What we say when ending a call or chat.
What is "thank you for choosing The CPAP Shop and have a great day"?
Customer says they placed an expedited order and has not shipped yet. Name what we would reference to determine why/ when this order will ship.
What is, reference the "shipping information" tab to determine the time the order was placed? If after 3pm, it will ship the following business day.
Customer states their water chamber is running out of water during the night.
What is, check if there's any mask leakage and check the temp the humidifier is set to.
True or False; A standard 6' ultra-lightweight tubing will work with a Transcend Micro.
What is False?
In the Matrix, name what color pill Neo takes, red or blue.
50/50 chance if you've never seen the Matrix, lol
What is Red?
True or False: Chewing gum/ eating on the phone will give a good first impression.
What is False?
True or False; we can expedite a battery and machine order.
What is True?
First thing we should do when a customer calls/ chats in with a complaint.
What is listen to the customer and acknowledge their concerns/ show empathy/ get with lead?
Name what all information we would need in order to board a patient.
What is, the doctor's name, NPI#, and place of practice?
Name the insect that was found fossilized in sap and allowed the creation of "Jurassic Park".
What is a mosquito?
The phrase we should say before placing someone on hold.
What is asking if we can place them on a brief hold?
Someone calls in and states they never received their SCO coupon code. Name what steps you would take.
What is, check the internal notes on the order for the original coupon code. If not, a new code can be sent from Netsuite by selecting "Request New SCO Coupon".
Customer is very upset that the coupon code on the site isn't working.
What is apologize for any inconvenience, verify the items that are being ordered are eligible, that the coupon hasn't expired, and ultimately offer to place the order for them?
Explain what the difference is between a regular nebulizer and a Mesh nebulizer.
What is, the mesh nebulizer vibrates, breaking down the medication into a fine mist, allowing it to be absorbed better than a regular neb.
What famous movie star was killed off in the opening scene of Scream?
What is Drew Barrymore?
This clause is mentioned for any machine, battery, or sanitizer order and requires a box to be checked off.
What is Return Policy Enhancement?
Customer wishes to place an order for a sanitizer. Billing to their physical address but wishes to have it shipped to their work for fear of theft. Name how we could make this work.
What is, advising them to go online and place their order using either PayPal or Amazon Pay at checkout.
Customer states they tried to finance their order online. A payment was taken out but never received an order confirmation.
What is, ask for the total amount, date, and email associated with the charge. Send to lead to verify. Once confirmed, place an order in NS for the items.
Name what machine would be required based on the following settings:
EPAP: 4cm; PS Min: 2cm; PS Max: 11cm
What is an Aircurve ASV?
These two actors famously played The Riddler and Two Face in 1995's Batman Forever.
What is Jim Carrey and Tommy Lee Jones?