Show:
Empathy
Know your lead
Returns/Refunds
100

What is one of the main things Teal Titans miss on QA?

What is Empathy

100

Which lead collects pets?

Who is Kym

100

Who is our returns agent?

Newgistics 
200

What is one of the first things we provide when a customer is asking about an unprocessed return.

What is empathy statement- Example: 

I can understand the importance of not having your refund, let me help out with that. 

200

Which lead doubles as a make-up artist?

Who is Alexi

200

How many days do we have wait once an item is received by warehouse before submitting UPR request?

What is 3 to 5 business days
300

What are the three kinds of empathy?

What are emotional, compassionate, cognitive?

300

Which lead stands in line for computer parts?

Who is Kenny

300

What do we do when we see a package has been RTS?

What is complete a return and refund the customer
400

Give an example of when you would use empathy statements.

What is on every single ?

400
Which lead is an avid gamer
Who is Yasmine?
400

What is something you should do before refunding a LDS?

What is check Gladly history

What is verify address

What is check for signature

500

Name the key steps to expressing empathy

What is 

  1. Perspective Taking, or putting yourself in someone else’s shoes.
  2. Staying out of judgment and listening.
  3. Recognizing emotion in another person that you have maybe felt before.
  4. Communicating that you can recognize that emotion.


Also acceptable:

Practice active listening, acknowledge and paraphrase, give validation, offer support and show support

500

Which lead interviewed 2Pac's mom on an internet radio station?

Who is Moses

500

Which refund reason is used when processing a one time courtesy 10% discount on an ?

What is Good Will Gesture?