Common Policies
What is the procedure regarding follow up on cases?
- Case is created and sent to proper party (in this case DM).
- After 2 business days: follow up (personalized email) gets sent to the DM again with RM on cc
- After 2 more business days (4 business days in total): follow up (another personalized email) gets sent to DM and RM with DVP & Ari on cc
- After 2 more business days (6 business days in total): follow up (another personalized email) gets sent to DM, RM, DVP with Mike Limoges, Ari and Cortney on cc
What are some common ways that you can personalize your calls to go above and beyond to show empathy to a guest.
This is up to interpretation:
- Show you are listening by repeating what they are saying ~ acknowledge parts of there experience
- Apologize for their frustration in detail/ thank the guest for providing information you need
- Explain what our purpose is and how you will personally help to address the issue
- Share a bit of yourself in the call (you don't have to share your life story but be personable).
OH NO! There is NO district manager listed in the all stores list for the store you need to create a case for and send an email to?
What do you do? (Who do you send this email to?)
The next level of escalation:
The Regional Manager
What is the email that we provide for those looking to become a vendor of our locations?
vendorinquiry@cumberlandfarms.com
What are the accepted payment methods used as a payment method for a SmartPay account?
- A checking account using a routing number
- NetSpend Card
What is the company policy about Service Animals?
•If a guest with a disability is accompanied by a service animal, allow the service animal into the store. If you are unsure whether an animal is a service animal is a service animal, ask the customer: “Is this a service animal required because of a disability?” If the guest says yes, allow the service animal into the store.
•Only if you observe vicious behavior that poses a direct threat to the heath and or safety of others should you exclude that animal from the store.
•NOTE: Emotional Support animals are not service animals (According to the ADA).
•Service Animals are typically (but not limited to): large breed dogs, small ponies
(Why or why not?)
No. The opening paragraph is only for the first general response to the guest. If they are taking the time to write a response to us we can also take the time to personalize our response to them. It should be more of a free handed email response from that point forward.
Guest Concern:
A guest called in stating that they just went to a Cumberland Farms store yesterday night and purchased some gas. They swiped their card at the pump and it didn't work, so they swiped it again. After the second time they were able to get $34.65 of gas in their car. However when they woke up this morning they had 2 pending charges for $100. They want a refund for the $200 they never spent at the store.
What do you do? (Please be as specific as possible).
Ask the guest for the information needed to look up their transaction. (Name, phone, email, transaction amount, last 4 of card, date of transaction, store number). Then use Chase to look up the processor information for the guest. Check to make sure both transactions are authorization holds (In this case they are and the guest is only going to be charged $34.65).
Let the guest then know that it is an authorization hold. An authorization hold is a hold placed on a customer's account after swiping their card at one of our pumps, typically these holds are anywhere from $1-$150. The hold is placed by the users bank in order to ensure that the guest has enough funds to fuel up to as much as the hold allows (if the guest needs that much). An authorization hold will typically fall off after a transaction is settled on both the store and the banks end and the funds will again become available.
OH NO! The air machine is broken at one of our locations. Who do you reach out to for this kind of concern?
Mike Esposito
Who are the two IT specialist assigned to work with Guest Services regarding SmartPay issues? Which one specializes with what aspect of Smartpay.
Jacob Terren - Specializes with Store issues
Jeremy Campeau - Specializes with App related issues
What are the acceptable forms of Identification within our stores?
(You must list all of them to get the points).
• U.S. or Canadian Issued Photograph Driver’s License
• U.S. or Canadian Issued Photograph Non-Drivers Identification Card
• U.S. Active Military Photograph Identification
• U.S. Passport with Photograph
• U.S. Passport card with Photograph
What are some ways to personalize an email to a guest who writes in frequently about the same thing?
Up to Interpretation:
- Acknowledge that we received another response regarding the experience.
- Let the guest know that you will update there information (change up the template that goes out).
What stores are we unable to locate stores for in IQ/Chase?
Fastrac
Certified Oil
Branded Sites
Who do you currently reach out to for Accounts Payable inquiries?
Wendee Lincoln
Guest Concern:
Guest called in stating that they are not receiving any of our marketing/promotional emails from us. Is there a way for us to turn these promotions back on?
Log into the SmartPay app and select the drop down option in the upper right hand corner. Select the "Settings" option and toggle "Messaging Opt-In" to on (green).
Who do we reach out to for escalated Employee Relation Matters?
Corey Leonard
What are the two most commonly forgotten pieces of information forgotten in an email?
-Guest Name
- Guest's initial email at the bottom
What should you do if you attempt to find a transaction in IQ or Chase but it is not pulling up?
- Double check all your information that it was inserted correctly (Confirm with guest if needed)
- Check to see if its a branded site
- Confirm it is not a token number
- Expand your date range a few days
- Ask Ari for help
Who do you reach out to for guests who put in an application and are looking to become a team member.
What is the common explanation we give to guests who ask why we can't send them physical coupon in the mail?
Each coupon is given a specialized encrypted barcode that is only avialable when using the SmartPay app.
Once you leave with a package of cigarettes you can not return them to the store under any circumstance.
[True or False]
False.
Some stores have a policy that if a guest is to obtain or leave the location they can not accept the cigarettes as a return even if it is unopened. However some stores are more flexible due to state mandates and laws. To get a better idea on the policies for each store you can reach out to the Store Manager of the DM of the location.
What are some best practices to use for de-escalation?
- Staying Calm and listen to the guest
- Apologizing to their frustration and letting them know you want to help
- Being firm yet gentle in your approach on what policies are
- Try to explain what you can do for the guest instead of what you can't do
What would you do if a guest is looking for a refund or wants to cash a money Order at the store?
Our stores are unable to cash money orders or produce a refund for money orders that have been printed. The guest would need to reach out to the provider of the money order (Money Gram - usually) and seek additional assistance.
Who do you reach out to that works with Landscaping and Snowplowing for our locations?
Elizabeth Burt
What should you do and who should you reach out to if you look at a receipt and the contents of the receipt are blank.
Please create a ticket in User Support.
- Send to Jacob Terren, Mike Martone, Ari Carney