Retentions
What are two things you must do in an attempt to retain the customer?
Option to delay + Offer
Cancel Reason - Stockpile tag is used in which situation (s)?
When a customer has a lot of sips on hand still.
Which customer has called the most?
Shambra Petty
Who on the CX team has the youngest child?
Emily - baby Aniken - 4 months
Florida shares a land border with what state that also immediately follows it on an alphabetical list of the U.S. states?
Georgia
What Slack Channel do you post Retentions in?
retention_victories
When do you tag the Flavor Brand?
When there is an issue with a specific Sip
What is the best way to get a chatty customer off the phone?
Does that take care of everything? I will need to disconnect the call as I have another call coming through. Please email us with any additional questions!
Who won March Employee of the Month?
Larry
What University has a Knight as a Mascot, with black and gold school colors?
UCF
University Of Central Florida
How many tags at minimum, do you need on a request to cancel ticket that is via Chat/ Phone?
What are the tags?
3
Sub_Cancel Request
Retained/ Not Retained
Reason for Cancelling
If you retain a customer, add it to slack, but forget to add a tag, what happens?
Your Team Lead will comment on your post with what needs to be done for the future.
Offer a new color or a refund
Emily, Kaitlyn, Sarah - Lee
Which supermarket chain headquartered in Florida was started by the Jenkins family in 1903 and is the biggest employee-owned company in America?
Publix
What is your daily retention goal?
4%
If a customer is only asking about how to cancel, however, is not telling you to cancel, which tag (s) would you use?
Cancel Inquiry
**Bonus
If asking to cancel an auto-ship also include Subscription_Cancel
Cancel Order Request= On demand order.
Are you able to add points from one customers account to the same customers second account?
Yes - make sure you deduct the points from one account to add to the next.
If it is different customers that want to merge points - do not do it without checking with a TL
Which of your teammates loves Rotisserie Chicken?
Tyler
Although the nickname "Mr. Worldwide" suggests a broader popularity, rapper Pitbull also goes by the nickname Mr. ___, where the blank is filled with what Florida area code?
305
Who had the top retentions last week and how many retentions did that person have?
Kayla with 9
If you see a ticket that is not properly tagged, what should you do?
How can a customer earn a Free 22oz Stainless Steel Bottle.
Which teammate likes Cereal + Cheese?
Christina
At 6,640 miles, which U.S state has the largest coastline ahead of Florida and California?
Alaska