Everything Elite
What Time does Elite Open and Close?
10am-4pm
Where can you locate Athletic orders and profiles?
Summit
Customer called in stating they would like the freckles placed back on their senior face and tone down the PRT. Where do you send the ticket?
Retouching
Can underclassmen retake their photo at the studio?
No
What are our Traditional Sessions
Simple, Standard and Legacy
Customer is running 20 mins late to the Presentation what do you do?
Note Profile and assign the ticket to the studio
Parent calls in and would like for Cady to come out and take photos of the JV wrestling team. What do you do?
Advised the coach of the wrestling team or YB advisor are the only ones who can submit that request.
Customer wants a supervisor, but no one is available/ What do you do and what status do you leave your ticket in?
submit an escalation form - On Hold
Customer order has been in production since 12/28 What do you do?
Complete a correction order
Legacy Session calls in appointment is for 3pm and they will be 3 hours late but can't reschedule what do you do?
Note the Profile and advise the latest they can arrive is 7pm in order to be taken today.
Customer running 30 mins late to Session, What do you do?
Note Profile. Advised the studio will contact to possibly reschedule and assign ticket to studio
How do you manually add a $10 discount when placing an Athletic order.
Subtract the amount from the total then process the payment
Customer has Artist Touch and Acne was not removed, Who do you send a ticket to?
No one, Customer has to upgrade to PRT for acne removal.
Parent wants to only order a 8*10 with no package. she wants to do this herself online. Can she?
No, Customer would need to call in to order a 8*10 online.
What are the terms and Condition for the Portfolio?
You can buy it for $150, you have 60 days from session date to purchase or send it back. Your card will be charged the $200 plus sales tax
Can Elite or Most Popular customer view and order senior pics online?
No, they need a presentation
Student Images are missing in summit, How can we get their photos added to the account and what information do we need.
Send a production ticket to Data with information describing student or jersey number or if we have a picture of student so they can search for the student.
Elite and Most Popular, are missing items in their order such as a USB< Prints or Gallery Item, What do you do?
Send a production ticket to printing to have them ship or reship the items out
You noticed student has two profiles, one with the order and the other with the image. What do you do?
Send a ticket to Data to Merge Profile once complete send a correction order
Traditional Session order was damaged. What do you do?
Ask customer for a photo of damaged order once receive place a correction order
If an Elite wants to update an order, change an order or cancel an order. What do you do?
Note the profile, advise studio will reach out and assign the ticket to the studio
Customer would like to place a pre-order, but you can't locate an account. What do you do?
Create a profile, then place the order for the parent.
Customer was charged for the portfolio today and needs the charges to be voided asap. Would like it reversed today What do you do,
Submit a Refund Request Form
Customer called in stating she never received her kids photos to her home. You check profile and notice the order was prepay what do you do?
Advised that all prepay orders go to the school. Advise parent to check with the school first
Name All 8 Current Studio Locations?
Double the Points: If you are able to name the 2 New locations.
Delray, Orlando, Jacksonville Tampa
Acworth, Dacula, and Johns creek
Charlotte
* Atlanta and Texas