Call Flow
Emails
Texting
Cases
Finish The...
100
Two things that must be included in every customer service representatives' call introduction.
What is their NAME and the BRAND NAME?
*10 Extra Points if you can name every part of a rep's call introduction
100
In the US, these are sent via email to make up for a consumer's dissatisfaction.
What is Electronic Gift Card?
100
OMG, LOL, and TTYL are common acronyms used in this direct correspondence method, also known as SMS.
What is Short Message Service?
100
The act of handing over a case to a different department or person.
What is Transfer?
100
Tagline -
I put that s%*$ on everything!
200
This is known as feeling of pity and sorrow for someone else's misfortune.
What is Sympathy?
*10 Extra Points if you can explain the difference between Empathy and Sympathy
200
You'd want to call the consumer if they email about any of these three issues.
What are Injuries, Illnesses, and Allergic Reactions?
*10 Extra Points if you can explain the difference between when we would conduct the survey vs when we wouldn't
200
The amount of time you wait for a consumer to text back before clicking "No User Response".
What is Five Minutes?
200
More commonly known as a traffic term for lanes, this action allows for two entities to become one.
What is Merging?
*50 Extra Points if you can name the first thing that needs to be done for a Merge, aside from saving the case
200
Song Lyric -
"I wanna feel the heat with somebody."
300
Sharing its' name with this medical tool that measures the depth and width of wounds, what inquiring technique do representatives use to gather more information about a complaint?
What is probe/probing?
300
When a consumer wants to buy 12 or more units from London, Ontario, they must fill out this document, which can be sent via email or through the postal service.
What is a Mail Order Form?
300
To avoid a live text going to the text drop queue during a text transfer, you must make sure the agent you are transferring to is in this accessible status.
What is Online?
300
This handy, Emplifi resource will readily populate the record for a consumer, including any previous cases so long as you have their phone number, name, email, or address.
What is Caller History?
300
Song Lyric -
"A scrub is a guy that can't get no love from me."
400
The behavior in which one person subconsciously imitates the gesture, speech pattern, or attitude of another.
What is Mirroring?
400
This group supervises and delivers information via email regarding safety, labeling and product specifications.
Who is the Regulatory Team?
400
In order for the full texting interaction of a live chat to populate in the case, you must first do this.
What is "Resolve" the text chat?
400
This is the status your case needs to be in if you're awaiting an email response from a consumer.
What is Pending Consumer Info (Pend Cons Info)?
400
Movie Quote -
"You never know what you're gonna get."
500
When the primary goal of the interaction has been achieved, and it's time to say goodbye, mention the brief email survey they will be receiving and thank them for calling.
What is Closing?
500
The name of this letter template (aka letter ID) is to be used if a consumer wants to update their electronic mail address.
What is Add Change?
*25 Extra Points if you can give me the full reason code for a consumer wanting to update their email address for the e-mailing list/flavor maker profile
500
The phone number for McCormick US Consumer Affairs Texting.
What is 1-800-632-5847?
500
The name of the company we refer a consumer to if they call and ask about our tupperware sold at Dollar Tree.
What is Bradshaw Home?
*50 Extra Points if you can provide their phone number
500
Agent Verbiage -
Gluten and gluten products, when present, will always be declared on the product label by the...
...common name of the gluten source such as “barley”, “wheat”, “rye”, “oats”, "spelt", "kamut", or “triticale”.