Cancellations
Updates & Guides
Newest of the New
Ticket Handling
Fun Facts
100
Where on the website is the “Cancel Plan” button located?
On the “Your Plan” page
100
Which Guide most recently got a makeover?
The “CX Operations Guide” (formerly known as the Macro & Tag Guide)
100
Who is our newest CX Team Member?
Melissa Escalona
100
A customer comes in with a No Delivery Claim, and the tracking information shows their order was delivered today. What do you do?
Provide empathy and Shipping - No Delivery Claim - Delivered Today / Yesterday macro
100
Which Agent's Cirkulversary is today?
⭐ Brittany Starling's ⭐
200
What is the only reason on the "Cancellation and Refund Reason" document that can only be used for auto-ship plan cancellations?
No Reason Given
200
What is the most recent update on the Bulletin Board (as of today, 06/26 - 12pm)
The 2 Out of Stock Sips
1. FitSip Tropical Blast
2. LifeSip Peach Mango
200
On what platform did we most recently begin selling Cirkul products again?
TikTok Shop
200
A customer reaches out, stating that they'd like to cancel their subscription due to having an overabundance of Sips.
Is "I'm sorry to hear that" a good empathy statement? Why or Why not?
It almost is! But not quite.
"I'm sorry to hear that" is sympathy, because you're understanding their feelings from your perspective.
You can make this an empathy statement by adding something like "I totally understand how overwhelming it can be to have a stockpile of Sips", which shows that you understand their feelings from their perspective.
200
What is DeJanae's favorite FLVRLAB?
🥝 LifeSip Raspberry Lime 🥝
(I'm aware that those are kiwis, there are no raspberry OR lime emojis ;-;)
300
What change did we recently (June 13th) make to our Sub Cancel Policies & Macros?
We now automatically delay the customer's auto-ship plan when they contact us requesting to cancel, and inform them of the date the plan will be delayed until.
300
What is the name of the Google Doc Manual that contains all of the “How To”s to be a successful Cirkul Customer Service Agent?
CX Procedures Manual
300
What is the newest change made to the Free Bottle / 3 Free Sips promotion on our website?
The first two lines of terms ("*Limited time offer. Offer valid on first order of $25 or more from new or open accounts only.") are now bolded
300
If you add / create a customer in Shopify, what tag should you be adding to your ticket?
Should you do anything else?
New Account - CX
Yes! Send an account activation email
300
Which Manager's favorite color is Red?
♥️ Malena ♥️
400
Name 10 “Cancellation and Refund Reasons”
Stockpile
Other
Expensive - Can’t Afford
Death
Trial SK
Laid Off
Natural Disaster
Purchasing in Retail
No Longer Using
Multi-Accounts
Unaware of Auto-Ship
Duplicate Order
Sick
Dislike Flavor
Mold
Wrong Address
Order Issue
Edit Order
Wrong Payment Method Used
Returned
Accidentally Ordered
CMB - Copyright
Out of Stock
No Reason Given (only for auto-ship cancellations, not refunds)
Not Ready For Auto-Ship Order
No Need For More
Forgot To Delay
Changed Mind
Refund Expedited Shipping
CX Error
Advertising
Child Ordered
Shipping Issue / Error
Ship Time
No Need For Auto-Ship
400
Where is the most reliable place to find the CX Operations Guide?
The CX Corner Google Drive (or the Knowledge Base, which is inside CX Corner)
400
What are our 2 newest products on the website?
Limited Edition FLVRLAB: FitSip Grapefruit Strawberry
32oz All Black Plastic Bottle & Lid
400
If a customer comes in during offline chat for an issue that will require further assistance, what macro can you tweak to ask for their name in your reply?
Chat - Opening
400
Who has a cat named Pippi?
😼 Shakira 😼
500
There are many reasons why a CX would want to cancel and refund their order or auto-ship plan to prevent future charges. What is our responsibility as customer service regarding this?
To figure out WHY they want to cancel and provide a SOLUTION that works for them and is within our procedures. You must attempt to push back and stick to our policy, and then adjust once you receive a reply.
500
What is the name of the new Gorgias Ticket Bucket?
Where is it located?
What is the purpose of this bucket?
What tag should you apply to the tickets in this bucket?
"Outreach"
Under the 'Cirkul Feedback' view
To help us see the impact of following up and making CXs aware that we are still here and happy to help! / To follow up with CXs
"CSAT Outreach"
500
What are 3 of our newest products on Amazon?
Fission Starter Kit - 22oz. Plastic Bottle & Matte Black Lid + 4 Sips (Florida Man, Send It, Blue Magic, Nocturnal)
40oz StrawSip Lid & 2 Sips (Fruit Punch & Pink Refresher)
Flow Filter (3-Pack)
Cirkul Sip Safe
22oz. Plastic Grip Squeeze Bottle & Sport Lid
40oz Tumbler & 6 Sip Variety Pack Bundle
500
If a customer orders an Onyx StrawSip Flip Bottle but receives it with a broken Lid, and does not want a Luxe Leopard replacement, what can we do for them?
Send a replacement Bottle
500
Whose Favorite Drink is Chai Latte / Kombucha?
Ana!