Rinse Repeat
Numbers 9, 12, 13, 14, and 15 coincide with which Rinse Repeat plans?
monthly: 1 bag, 4 bags
annual: 1 bag, 2 bags, 3 bags
When should a claim channel be created regardless of its value?
When a full bag goes missing.
These two emojis should be used to action Slack pings.
Eyeballs to acknowledge ping, and a check mark so everyone knows that it has been actioned.
When snoozing a conversation for follow up, what steps should be taken?
Notes on why it is snoozed, call to action for next Care member who gets it, and links to associated slack conversations. (Bonus: include in the shift hand off if needed.)
What are 4 items that Rinse does not service?
1. pillows
2. fur
3. sofa covers
4. rugs
5. sleeping bags
6. bags
7. hats, shoes, belts
8. wedding dresses
9. costumes
How many pounds can be banked per bag?
10
When a customer reaches out to report a claim, an issue should be created at what point?
When the customer first reports it. Notes can be left if there is no CT on why one is not attached.
Can we treat clothes damaged with mold?
No, we don’t treat any clothes damaged with mold to protect the health and safety of our Cleaning Partners.
Why is it important to sign messages you send with your name?
It creates a personalized experience and maintains consistency for the customer where possible
Name one detergent that our CPs' use?
Tide
Tide Free & Clear
Downey
Arm & Hammer scented
Arm & Hammer Free & Clear
Kirkland
All
When a customer pauses their account, what important information should be relayed to the customer if multiple bags are left on their account?
Bags can only be used with an active subscription.
What are three sections that should be completed when closing a claim?
Potential liability, Resolution, Comment
This is needed in order to find past pings in Slack for a specific customer.
List three important facts to share with a new customer who has questions about their first pick up.
RD info, bag dimensions, do not clean information, types of services we offer, differences of bags/color, pick up instructions.
What three things should be included in Slack pings?
Customer name/link, urgency, and issue or past relating slack pings when relevant.
What is our Rinse Repeat cancellation policy? (annual/monthly)
https://www.rinse.com/faqs/rinse-repeat/how-do-i-cancel-my-subscription/
Monthly plans - If you choose to cancel or downgrade a monthly plan, your current plan will be available until your next monthly billing date.
Annual plans - If you choose to cancel or downgrade an annual plan, your current plan will be available until your next monthly cycle – the date your bag credits are set to renew.
early termination or downgrade of an annual plan is subject to a $100 change fee and reimbursement is prorated.
When Ops notifies Care that a bag is missing, what steps should be taken?
A claim channel/issue should be created, customer should be notified, timeline and expectations for resolution should be set, PL's collected when appropriate.
Where are progress updates posted in a claim channel?
In the description field under the channel's details.
From the most recent conversation in K2 on bottom the right hand corner.
This is where you can find Rinse Drop photos in the customers account.
The camera icon next to the Stops section from the customers internal account.
Is a customer able to manage their Rinse Repeat subscription on our Rinse App?
No, it has to be done through our website. The app will automatically redirect them to our website where they can make changes to their subscription.
How many days does a customer have to report a claim?
14 days
In what channels should we post questions for the following topics:
1. Internal Errors
2. Cleaning
3. Rinse Repeat
4. All “do we service” and “what would it cost” questions?
#operations
#cleaning-ops
#subscriptions-repeat
#product
When a customer sends in multiple threads how should the Care Associate proceed.
If there is more than one person on the customer, check to see if someone else is responding and respond to customer if no one else is.
Leave a note stating "multiple threads" before closing the conversation.
What are the three different Opt-In statuses that tailor what messages customers get.
Opt In: The customer will receive all texts, including promotional materials, texts regarding scheduled pickups, and reminders to schedule a new pickup
Schedule Opt In: The customer won’t be sent promotional materials, but they will receive texts about scheduling new pickups and about their scheduled orders
Service Opt In: The customer won’t be sent promotional materials or texts about scheduling new pickups, but they will receive texts about their scheduled orders