Prioritizing
When a task that has come up that requires your undivided attention, you should?
Slack the team.
What are the programs that RX notes need to be entered into?
Nopcomm, Lightspeed, Sugar.
A customer calls in to complaint that her pet did not like the Pantry Fresh Beef & Russet Potato.
File a QA case and offer a refund/replacement honored through our JG Policy.
What program allows you to view the discount information?
Nopcommerce
Which of our Daily Diets is lowest in fat?
Fish & Sweet Potato
Having another teammate take over your task is also known as?
Delegating
How often should you be following up on a pending RX Approval?
Every 24hours.
A customer reports her package did not arrive, despite tracking information indicating so. What are the next steps?
Issue a replacement/refund honored through our JG policy, report to Shipping@ to further investigate.
What program would you use to process a replacement order?
Nopcommerce b/c you can track the discount codes used for replacement orders.
How many non-Prescriptive Meals do we currently offer?
9 - Chicken, Beef, Fish, Turkey, Lamb, Venison, Balanced Remedy, Joint and Skin Support, & Shepherd's Pie.
Phones
If the Veterinarian is unsure about going with a JFFD Vet Support meal due to misinformation on fresh whole-food meals, what do you do?
Get them in touch with one of our on-staff Veterinarians to clear up any confusion or misconception on fresh whole-food meals.
You see that there are 2 calls on hold but have to email the pet parent for the call you just got off with feeding amounts for his pet. What do you do?
Answer the calls on hold and email the other pet parent back once you've caught up.
What is one of the new programs that we will be getting in the Customer Service Department
Natterbox/Service Cloud/Omnichannel
What meal would you suggest to a dog that is battling Cancer, Pancreatitis, and allergies?
Custom Diet - CC is not formulated for Pancreatitis. Always defer to Vet for diet recommendations.
What type of email has priority and you want to respond to ASAP?
If there is a Pending RX in Orders@ and the employee that started the RX Approval process is out of the office that day, what should you do?
Follow up with the Vet Hospital to seek approval and update the email chain for the NC to read.
A product is OOS, but the pet parent is going to run out of food by the end of the week. What do you do?
Seek when this meal is going to be back in stock, along with sourcing locally to fulfill an order for the customer.
When are we expecting to have Natterbox roled out?
TRUE or FALSE: Any meal offered by JFFD has gone through AAFCO feeding trials?
False - Seasonal Specials & Custom Diets do not go through AAFCO feeding trials.
How many cycles should go through before you answer a call?
You should answer the call immediately.
Going above & beyond, what is the best way to provide the pet parent with an approval?
Calling to inform of the approval and going over any questions such as feeding amounts, thawing/storing, etc.
Honor the code as a courtesy by issuing a refund to the new order processed for the code's offering (i.e. 15% off).
A customer has a Club Subscription and needs to update her Credit Card information. What do you do?
Of all the canine meal choices, which one ONLY features this ingredient: Tapioca
Derm Support Fish