How WE Communicate
FREE
You have one 100 points for FREE
What are the three sources of a ticket?
Feedback Widget
Chat (text)
Phone
Where can I find talking points for Amazon and GAM?
MSR 1 Resources
What is the definition of an Appeasement?
Skipping a month
What are our current plans for Standard and Premium memberships?
9.99 Monthly and 89.99 yearly (standard)
14.99 Monthly and 149.99 yearly (premium)
Who is a T1 first point of contact for questions?
Supervisor
List the type fields for this scenario:
Member wants to cancel their 8.99 membership because they only wanted the free trial. They did not accept a save offer and they are out of policy.
Account Management > Cancel Plan > No Longer Interested > Free Trial Only
Account Resolution > Cancellation > Cancellation Complete > Set to Cancel
True or False: We are supported on all Samsung TV's newer than 2018 in the US and in Canada
False, we are not supported on Samsung in Canada
If a member wants to cancel due to an unsupported device, can we save them?
Bonus(100 points): What can we offer?
Yes.
Bonus: Suggest supported devices
Name two things included in a Lifetime Membership:
No longer available to the public. Offered during the year PF was a non-profit (2020). $1000. Members will have the plan until the following: 100 years have passed, the account owner passes, GAPF no longer exists.
What system is used to communicate updates in Member Services?
Slack
What is Hubspot used for?
Searching email addresses. Verify an email address is registered. Contact List.
True or False: If a member has a third party account, we can only help them crossgrade an account or set the account to cancel.
False: We can only help them reset a password. All billing issues have to go through the third party.
What items should be included in call notes?
Bonus (200 points): What items are included when gathering card info?
Name, Number, Email (status), Reason for Call, Resolution, Reached (What we did for the member)
Bonus: Name, last 4, type, exp, bill date and amount
What are the 3 categories members may contact us about? (Hint: Type Fields)
General Inquiries, Technical Issues, Account Management
True or False: When a member requests a refund outside policy, warm transfer to a supervisor.
False, cold transfer to Leadership
What are these systems used for:
Loom
Adyen
Admin Portal
Loom: Accounts
Adyen: Billing system
Admin Portal: Viewing History and Program lookup
What queue should you use for taking chats?
My Open Conversations
What happens when a member disputes a charge and wants a refund?
Once a charge is disputed, refer the member to their bank. There is nothing we can do.
Name three save offers...
Crossgrade
Title Suggestions
Additional Free Trial
Troubleshooting
etc.
True or False: PTO requests must be submitted in Paychex before Injixo.
Bonus (200 points): Why must this be done?
False. Injixo first, then Paychex
Bonus: WFM has to make sure we have coverage before approving the request
Name this section in LOOM: Where we can find the start of a plan, issue refunds, or find the time a member was billed...
Past Events
When do we merge tickets?
Bonus (300 points): What tickets should we never merge to?
Same issue
Bonus: Closed Tickets
What specific questions can we ask members if they were billed, but they don't know the email for the account?
Do you have another email?
Were you billed by a third party?
*If not: Gather card information
What items are included in the GAM Portfolio? (Hint: There are 4)
Great American Family
Great American Faith & Living
Great American Community
Great American Pure Flix