iCare
How do you look up an account?
With the zip code and last name, or you can look it up with just an email, or just an account number.
What are the names of our magazine subscriptions?
Cook's Illustrated and Cook's Country.
What online memberships do we have?
America's Test Kitchen, Cook's Illustrated, Cook's Country, Multi-Site membership, and Online Cooking School.
What brand of cookbooks do we sell?
America's Test Kitchen, Cook's Illustrated, and Cook's Country.
If a customer is just wanting to return there product they ordered as a daily deal can they?
No with daily deal items all sales are final.
What are the client codes we use for America's Test Kitchen?
CID: Cook's Illustrated.
CCY: Cook's Country.
A12: Online memberships.
BCP: Products.
How many issues are there on either subscription?
There are 6 issues on each subscription.
Can customers switch memberships on there own?
No, they can only upgrade. Any changes or cancellations they have to call in.
What email do we use for returns if they want the return label sent to there house?
cdsreturnlabels@cds-global.com
If you are unsure about any information regarding a daily deal what should you refer to?
The one-sheeter that Cory emails to you and prints out.
What are the different tabs across the top when you are in the account?
Subscriptions-Issues
Subscriptions-Time
Products
Activities
Personal Info
What is the time frame for the first issue to arrive?
It takes 4-6 weeks.
Where do we find the gift membership Sku's?
Either in the help screens or on the sheet I passed out to you.
If a customer calls in and states they received the incorrect book, how would we handle this process?
We would inform them we'd be happy to reship out the correct item for them and they can keep the incorrect book compliments of us.
If a customer receives a damaged daily deal how do we handle this?
You are going to fill out the daily deal escalation form explaining that the product was damaged. Let the customer know You will update them as soon as you hear back.
How do you stop the recurring charges on an online membership?
Go to subscriptions-time select the active membership and press cancel/stop. Then select the option to stop all future charges.
What is the difference between Cook's Country and Cook's Illustrated?
Cook's Illustrated: More restaurant style of recipes and they test the science behind them.
Cook's Country: More down home style of recipes.
What are the prices for our online memberships?
A standard membership is $34.95 the first year and $39.95 every year after.
Multi-site is $69.95 the first year and $74.95 every year after.
Cooking School is $19.95 a month without instructor and $39.95 a month with instructor.
If an address is entered incorrectly on an order, is there a way to reroute this?
Unfortunately there is not. You can change the address and replace the order for the customer.
Do we process any reships on daily deals?
No we do not process any reships.
What percentage of calls should you be offering Intellisels on?
You should be offering on 40% of calls.
What are the prices of both magazine?
Cook's Illustrated: lowest is $19.95, new is $24.95, highest is $39.95.
Cook's Country: lowest is $14.95, new is $24.95, highest is $39.95.
Can you give a customer a refund for an online membership a month after they've been charged for it?
No. Anything after 48 hours of the charge can not receive a refund. You can only stop the future charges.
How many book clubs do we offer?
There are three. The Best Of ATK books, Cook's Illustrated Annual books, and the Cook's Country Annual books.
What do we mark our comments under for daily deal items?
You're going to use the "shop" tally any time you leave a comment about daily deals.