Phase 1 and 2
When do we charge Late Cancellation Fee and Missed Class fee?
Late cancellation fee- 24 hours after they cancelled the reservation
Missed Fee- 4 days after the reservation occurred
Type of plan change:
You can change to a higher or lower plan and change will take effect on the upcoming cycle date
Next cycle plan change
Type of plan that provides no credits and customers can't book reservations
Free Pause plan
Give three Team Leads in ClassPass CX
Midshift Cluster- TLs Tala, Pat, Nellie, Jhen
Nightshift Cluster- TLs Yen, Issa, Reb, Richard, John
I cancelled my class 2 hours before the start time. I didn't receive my credits back. Why?
*What's the possible reason why they didn't get the credits back after late cancelling the reservation?
They are on Fee Block List
Limitations trials have that paid plans do not.
First Class Fee and No Wellness
Our FRT and NRT for Chat
FRT- 60 seconds
NRT- 2 minutes
How do we determine in admin if the studio is part of our ClassPass Concierge Beta Program
Out of Network box/indicator is checked
Inquiries we ask in #team-cxlookerbot slack channel (give 3)
Phone Number Check, Referral check, RTR and FB check
We do this in admin when a customer on trial was incorrectly flagged as RTR.
Allowlist/Whitelist
Why do we have Fraud Blockers and give two ways on how can customers get blocked.
To prevent customer from redeeming multiple trials.
Phone verification and Payment Details
A tool in Zendesk we use in translating our response if the customer's language is not English.
Decagon- Agent Assist
Which fee waive exception reason will this situation fall under?
My asthma attacked and I can't attend my class at 8:30AM. I cancelled and it said I'll be charged. Please don't charge me.
Chronic Illness exception reason
Winner of Golden Globe Award for Best Actress – Motion Picture – Musical or Comedy and the movie
Demi Moore - The Substance
Three dispute charge statuses with definition
Open/Reviewing - dispute is in progress
Lost- dispute ended on customer's favor
Won- dispute ended on ClassPass' favor
Five information we require during the sign up process.
Name, Email Address, Password, Payment Method, Phone number
Best New Artist in the recent Grammy Awards and one of his/her/their songs
Chappell Roan (any song :D )
Title of IHC article that shows the updated plans available in admin.
Plans v2 Mapping
A segment in Assembled that we use if we need to extend our chat hour due to a lengthy conversation with the customer.
Chat cooldown
To check their eligibility for Corporate Wellness Program (if required) customers must provide these two information.
Company code and Company email address
Rollover 101 (provide the full rollover policy)
We'll rollover up to the number of credits in your upcoming plan or 10 credits, whichever is greater.
When adding/creating a new ticket for follow up, what should we do for the taggings to appear so we can tag our ticket appropriately?
Change priority to Normal
Three options we provide to the customer when they didn't specify if they want to cancel or continue with ClassPass, just asking for a refund. (Level 1 reason)
Option 1- Keep the account active and provide monetary credit for one unused month of membership
Option 2- Set a cancellation by the end of their current cycle.
Option 3- Cancel the account immediately and provide refund for 1 month unused month of membership
Customer has 58 credits in their current cycle and will renew onto the 45 credit plan tomorrow.
What will be their total credits tomorrow and their limit breakage?
90 credits total tomorrow
13 credits limit breakage
Customer was correctly blocked by RTR after they activated their trial. Give the error message they will encounter when booking a reservation.
Trials are valid for new customers only. To book this class, start your membership today.