Greeting
How often should we be greeting our callers?
Every call.
What are some examples on when we should place the customer on hold?
During a transfer, if we need additional time to research, etc.
When should we be requesting verification on a call?
Every call.
Team will judge.
How long should we place a customer on hold before checking in?
2 minutes.
What is the first piece on information we should verify?
Name of the caller.
How should we be addressing the caller?
By name.
After how long is a hold then considered call avoidance?
What should we ask if we are not speaking to the DM of the store?
Ask the call what their relation is to the dm.
Provide an example of how we should be asking for assistance?
After the merchant provides their name, “Thank you for that, how can I help you today?”
What additional step should we be doing if approval is received to place the customer on hold for longer than 2 minutes?
Include it in the case comments of the support case.
At what point in the call should verification be done?
Before any information is provided, after the greeting.
Name 3 things a greeting should include when answering a call?
Agent’s name
Team name
Doordash
An offer of assistance
How long should we hold for a merchant before disconnecting the line and calling back?
5 minutes.
When should we ask for additional verification?
First-time activation, updates to banking information, commission rates, and/or temp-deactivating the store