Intro and System
What does CB stand for?
Crystal Ball
What tool do we use to message our teammates?
Slack
This refers to the billing date that a customer is charged each month?
Cycle date
What is the main tool we use in responding to customer's email and chat?
Zendesk
These are the credits that expire and don't rollover
Limit Breakage
This is an internal tool that houses all of our customer's ClassPass account
Admin
Payment method we mainly accept
Debit/credit card
Customers on trial are unable to book this kind of reservations
Wellness
What do we mean when we talk about MSA?
Customer's location
These are credits bought and used for a specific reservation
Top-up credits
This is a section in Crystal Ball where we can find the customer's email address, phone number, and total waived fees
Account Details
Admin tool that shows all credit usage and expiry each cycle
Credit Ledger
What happens when the customer cancelled their account? (2)
All credits will expire and all upcoming reservations will be cancelled
Which Zendesk ticket status/type is represented by a color yellow/orange?
New
Tala has 25 remaining trial credits and and will renew onto the 25-credit plan. How many credits will rollover and how many will expire?
0 rollover and 25 credits will expire
In Zendesk Menu bars, which tool should you click to automatically assign you four tickets?
Fill Inbox
Youmei has 12 remaining credits and will renew onto the 7-credit plan. How many credits will rollover and how many will expire?
10 rollover and 2 credits will expire
Under Plans 101- What do ClassPass offer to customers?
Access to studios, credits each cycle, on-demand videos
What options do customers have if they want to change their cycle date?
Immediate plan upgrade, cancellation and reactivation
Which button in Quick Actions we use to add credits to the customer's account?
Gift credits
Give three tags we need to fill out before solving a ticket? (four possible answers)
Customer Contact Point, Associate Action, Customer Feedback, Milestone
We use this Slack channel to post RTR, fraud blocker, and phone number check inquiries?
#team-cxlookerbot
We can provide immediate plan downgrade to the customer if they meet 2 conditions. What are those?
Reached out within 15 days, has not used more than what's included with the lower credit plan
Yen reached out today and wants to get all of his credits back. He had 80 unused credits and his account was fully cancelled on October 20th. How do we handle his concern?
Reject the credit reinstatement request since it's beyond 30 days
What is our general rollover policy?
Rollover up to the number of credits in upcoming plan or 10 credits, whichever is greater