Claims
When can we not take damaged/wrong items back?
When they are decorated or washed
Name 3 Shipping companies that we use.
UPS
USPS
FedEx
OnTrac
Speedee
LSO
What is the first thing you should do when you open an email?
Read the email carefully (Hear)
What is the most popular Gildan style?
G500
What does the ✏️emoji stand for on Zendesk?
Explain damaged package vs damaged items
Damaged package- likely damaged in transit, causing the items inside to become dirty or damaged themselves.
Damaged item- item is defective or was damaged prior to packing.
"I need my order for Monday but your cart page is showing delivery for Tuesday. How do I get faster delivery? I am willing to pay extra!" - Martha
The cart page always shows the earliest expected delivery date.
What is the first thing we should write in an email (after hello)?
Resolution (Resolve)
What is the most popular style for bleaching and sublimation?
Gildan Softstyle/G640
How do you add to an order?
We can't, but you can give the customer an FSC!
What do we do when the customer keeps getting the wrong item for their replacement? (Eg, they ordered medium and keep getting large)
Request a bin check with the supplier before replacement goes out
"I only have 3 shirts in my cart but 2 different shipping fees- why is this happening?" - Chad
Ship to Brands
Why do we refer to customers by name?
To help empathize with the customer (Empathy)
What blend of fabrics is a CVC shirt?
Cotton & Polyester
What kind of coupon do you get for leaving a review?
5% with a photo
"I ordered 5 medium G500 shirts in different colors but the orange fits like a small"- Bobby
What kind of claim are we going to enter?
Defective items claim.
"I was supposed to get my order 2 days ago- it's still not here! The funeral is tomorrow. What are you going to do for me?" - Sally
($65 standard item guest order. Order out for delivery today)
Refund shipping fee
Why do we diagnose the problem?
To prevent it from happening again (Diagnose)
Other than the weight of the fabric, why is fabric weight important?
It can refer to the thickness of the shirt.
Name all of the American States and Territories we do not deliver to.
Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guam
What $ value does AB not require damaged items to be returned for?
Under $20
What is the shipping exception UPS provides when the order will be arriving early?
"UPS is in the area and your order will arrive earlier than expected"
Why is it important to apologize even if it's not our fault?
It's not our fault but it is our problem (Apologize)
What blend of fabrics is a triblend?
Cotton, Polyester, Rayon
Which supplier always ships free?
HIT