Empathy & Acknowledgment
- What is Empathy? (½ Points)
- How does one directly acknowledge a customer's message? (½ Points)
- Empathy is understanding the customer's problem and sharing/experiencing their emotions as if the problem were your own.
- By directly recognizing and addressing the customer's message or issue(s)
Is it appropriate to continue to use "Hey/Hi there" multiple times when addressing the customer?
No! We should always aim to get the customer's name if they do not have an account.
file:///C:/Users/Breijahnae%20Burney/Downloads/Hi%20There.pdf
A customer with no account comes in over chat looking for troubleshooting steps. Which macro do you use to find out the customer's name (specifically)?
The "Chat-Opening" macro.
What is the purpose of tagging a ticket?
To help both the CX Team and other departments keep track of common questions, issues, concerns, and feedback.
Additionally, though it helps other departments keep track, the information is used to make data-driven decisions. Example: By tagging Wet Sips in FlowWrap and providing feedback, we caused the action of moving to cartons!
How do you earn points for the "Questions Answered Clearly" review section?
By ensuring that you have answered all of the customer's questions clearly and concisely.
True or False: You must directly acknowledge each message the customer sends.
True! We need to directly acknowledge the contents of each message the customer sends.
The customer states, "I have the straw bottle and I’ve been having issues with flavor coming through. The cartridge will appear empty when I drink, but I took it out and opened it up, it’s over halfway full."
How do you Troubleshoot?
The immediate first step needs to be asking more probing questions.
Is this a Sip issue? Is this a Lid Issue? Which StrawSip does this customer have?
Probing questions should be asked before providing the customer with general troubleshooting steps.
Which macro do we use for Retail products with a Packing Error?
Retail - Packing Error
Where can you go (besides Gorgias) to find which tags to use on a Ticket?
To the Tag Guide! This is located at your desk 💙
The customer states "Y'all should make a plane strawberry"
How do you answer their questions clearly?
Hey _____,
Thanks for your feedback!
Just so you know, we currently have a plain Strawberry flavor in several of our flavor lines!
LifeSip: [link]
WildSplash: [link]
Sabrocita: [link]
Verda:[link]
Puressence: [link]
The customer states, "I have a 26 oz straw sip bottle. It worked fine for the first cartridge. I put a new cartridge in and now I cannot get water to come up through the straw when I try to sip."
How do you directly acknowledge this statement?
Hey ___,
Thanks for that information!
I'm thrilled to hear you've chosen to hydrate with our 26oz StrawSip Flip Bottle, but I am bummed to hear you cannot get water to come up through the straw when you Sip. No worries, I'm happy to help!
[Continue to next step]
The customer states "I’m trying to order some cirkul cartridges on y’all’s website and it won’t let me use my card. This hasn’t happened on any other site."
How do you Troubleshoot?
On-Demand:
- Ensure the CX is on the correct site/shipping within the US
- Clear cart, cache, and cookies
- Try a new browser (Safari, Firefox, GoogleChrome, etc) or Incognito tab
- Ensure the CX is not trying to check out with only "Free" Items or Cirkul Plus Items
- Send the CX an invoice through Shopify
- Try giving the system a few hours to process previous payment attempts
- Ensure no automatic savings extensions (ex: Honey) are installed
- Ensure card is not locked, nor is the bank blocking payment attempts
Subscription:
- Ensure there are no subscription errors
- Ensure the customer's old payment method is not "stuck"
- Completely remove the payment method from the account in both Shopify and Recharge
- Send the customer an email to update their payment method
The customer states, "Hi Cirkul Team,
My name is ____, I've used your service in the past but I would like to reduce my digital footprint. Can you please delete any personal data of mine you have stored?"
Which macro do you use?
The "Privacy - Request To Delete Information" macro.
The customer states, "Cancel my most recent order, just changed my mind."
Which tags do you use?
Since Cancel Reason - Changed Mind is not an accepted reason to cancel and refund a customer's order, you would use the following tags:
- Cancel Order Request
- Cancel Reason - Changed Mind
- Refund Request
- CX Gift
The customer states, "I received 22oz Bottle last week and I have had 5 out of the 11 not work. I tried all the Reddit help stuff to get them to work and ended up just tossing them as no water or flavor would come up. I'm not sure if there is anything that I can do in regards to replacing them or anything but I figured I would reach out and ask. "
How do you answer their questions clearly?
Hey _______,
Thanks for reaching out!
We're happy to have you as part of the Cirkul family and to hear you have already tried a few troubleshooting steps on your own 💙; however, we're bummed to hear that 5 of your Sips were not working as expected!
Just so you know, each Cirkul cartridge contains the equivalent amount of flavor to six 20-oz. conventional bottled beverages. Results will vary depending on the dial setting.
Here are some tips that may take care of the flavor issue:
1. Turn the lid over and locate the rubber air valve, the small clear rubber piece coming through the little hole in the lid (not the blue o-ring).
2. Rub that valve back and forth a few times to loosen it up, and then place the lid back on your bottle and check to see if your flavor flow has improved.
You can also try these tips:
1. Remove the Sip from the Lid, shake it well to remove any air bubbles, and reinsert the Sip.
2. Move the flavor dial from X-10 a few times to ensure the flavor releases correctly from the spout.
3. Wash the lid in warm water or on the top rack of your dishwasher.
Now, move the dial to your favorite setting and start happily hydrating again! 😊 Please note as the flavor diminishes, you may need to increase the dial.
The customer states "I don’t want any caffeine or artificial sweeteners other than stevia or monk fruit in them so can you tell me the ones I can buy that meet this criteria?"
How do you directly acknowledge this statement?
Hey ____,
Thanks for reaching out to us!
I totally understand your concern about sweeteners and that you're looking for Sips without caffeine. Just so you know, Cirkul lets you have water your way, so you have several different sweetener options.
[Continue to Sweetener and Caffeine macro]
If you are having trouble sending an email through Gorgias, how do you troubleshoot?
It depends on the Error Type
If it is a "Your Attachments Are A Bit Too Big" error, then you should create a new ticket using the "Create Ticket" button in the upper right with the same name and customer as the previous ticket
If it is a "Recipient Mailbox Too Full" error, you should attempt to resend the email twice (making sure to use any additional emails on the CX's account) and if that doesn't work you can close the ticket.
The customer states, "I can't get my Bottle open! I keep tugging at the Lid, but it won't open n I don't wanna break it. I haven't been able to use my Sips all day!"
Which macro do you use?
The "26oz. StrawSip Flip - Push Button" macro.
The customer has mentioned that they have not been able to use their SipS all day. Which implies that the issue is not with the Sip cap (because they could just unscrew the Sip and put on a new one), but with the StrawSip Flip Lid itself because it is the only Lid that fully covers the Sip.
The customer is tugging on the Lid, not realizing that they need to push the button to unlock it.
Which tags must a ticket have if a NEW customer's Walmart Starter Kit is missing its Sips, and the customer would like to receive a $5 GC so they can order directly from us? (Must get all tags to receive points!)
+50 Bonus Points for a tag that is technically not required but helpful
1. Retail
2. Retail - Mispack
3. [Sip Flavor Brand]
4. CX Gift (Note: The "Gift Card" tag is only for the CX purchased gift cards)
5. New Account - CX
*50 Bonus Points: 6. Walmart*
The customer states, "I ordered a bunch of GoSip cartilages but caffeine makes me super sick. I want to return my whole order, how do I do that?"
How do you answer their questions clearly?
Hey _____,
Thanks for reaching out! We're happy to have you as part of the Cirkul Family!
We're bummed to hear that your GoSips are making you sick; however, no worries! Cirkul lets you have water your way, so you have several options for non-caffeinated Sips as well 😊.
LifeSips, FitSips, Puressence, Stage, Verda, Squeeze Lemonade, Flyte, Sabrocita, Accel, and Wild Splash are caffeine-free.
While we cannot take back shipped products for a return or exchange, we’re happy to share a $___ E-Gift Card or ___ Free Sips with you for your next order. If you prefer Sips, please check out your available Sip flavors here and let us know: https://drinkcirkul.com/products#flavors.
Please let us know which offer you prefer. We look forward to hearing from you soon!
The customer states "Hi, I'm calling because I had canceled my shipment for last month, and you guys still sent it. And I don't wanna get charged again, so I'm calling in to make sure that it's, stopped."
How do you directly acknowledge this statement?
We're sorry to hear you received an order when you weren't expecting any more. I'd be happy to help look into your auto-ship plan for you and see what happened!
Can you please confirm your name and email (or shipping address, or order number) for me?
[Continue to make right or to explain & provide sub cancel offers]
The customer states, "Hey. I just it's been a week now. I bought, like, over $200 of the Circle, refill cartridges at Walmart, And I'm trying to upload them to get my points or whatever on the website, and it keeps saying try again later. So I don't know what to do."
How do you troubleshoot?
First, ask the customer if they were previously able to register or submit their retail receipt for points.
If yes, then the customer obviously will not be able to re-enroll. Proceed with the "Aisle - Retail Receipt - Inner Cirkul Points - How to Submit Receipts" macro (sans sign-up information).
If no, or if the issue persists, request a screenshot of the error and send the "Aisle - Retail Receipt - Issue with receiving points" macro (which will automatically assign the ticket to Bre).
Which macro is the following excerpt from?
"The Sip Flavor Cartridges and Lids are 100% BPA-free, Phthalate-free, #5 plastic (food-safe polypropylene). The inside of the cartridge contains a food-grade foil pouch. "
ONLY the "Bottle - Plastic About" macro.
It is NOT located in the "Chat - Bottle - Plastic About" macro
Name 5 order cancel tags that are NOT acceptable refund reasons.
- Dislike Flavor
- Wrong Address
- Trial SK
- Purchasing in Retail
- No Longer Using
- Unaware of Auto-Ship
- Not Ready for Auto-Ship Order
- No Need for More
- Changed Mind
- Accidentally Ordered
- Mold
- Forgot to Delay
- Other
- Wrong Payment Method Used
- Ship Time
- Advertising
- No Need for Auto-Ship
The customer states, "My auto-ship plan is way to much for me. I'm the only one in our house drinking it now and we have a ton of cartilages from previous orders.. I need to cancel immediately"
How do you answer their questions clearly?
Hey _____,
Thank you for reaching out! We’re a little sad to hear you’re thinking about canceling. I totally understand how overwhelming a stockpile of Sips can be!
I’ve delayed your auto-ship plan until _____, while we wait to hear back. Just a reminder, as the account holder, you’re in full control. You can delay, change, or cancel your auto-ship plan anytime before your next order is processed.
I'd be more than happy to help decrease your plan to a size more suited to you! Was there any particular reason the other members in your household stopped hydrating with us?
If you need me to push out your auto-ship a little longer, how does October or November sound? To make it even sweeter, I'd love to offer you the choice of 4 FREE Sip Flavor Cartridges OR a 22oz. Stainless Steel Bottle with your next auto-ship order! Just let us know which offer you’d like!
If you’re still set on canceling, you can log into your account at DrinkCirkul.com/Login, go to the “Your Plan” page, and click “Cancel Plan” under your Payment Method. Please make sure you click “No, Cancel” to fully cancel your plan. Just be sure to cancel before your next order is processed.
However, we hope you take advantage of your special offer. Let us know so we can help. We look forward to hearing from you! 💙