Week2

Contact Reasons 📞

100

This is the reason code you should always choose when closing a case.

What is the customer's primary reason for contacting Samsung?

200

This keyboard shortcut quickly searches Contact Reasons.

What is Ctrl + F?

300

A customer wants a copy of their invoice

What is Account Management → Invoice Request → Invoice Request?

400

A customer's device is locked because they haven't completed the unlock requirements.

What is Knox Guard → Device Locked → Invalid Unlock Request?

500

A customer asks how Samsung Financing works.

What is Non-Order Related → Financing → How To?

Order Lifecycle 📦

100

This email is sent immediately after a customer places an order.

What is the Order Confirmation Email

200

This process happens before Samsung begins fulfilling an order.

What is Fraud Review/Order Verification?

300

Customers are charged at this point in the Order Lifecycle.

What is after all items have shipped?

400

Customers have this many days after delivery to initiate a return.

What is 15 days?

500

 Correct order?
Fraud Review, Delivery, Shipping, Order Placed, Fulfillment.

What is:
Order Placed ➜ Fraud Review ➜ Fulfillment ➜ Shipping ➜ Delivery?

Offer Programs 💳

100

This is what agents should call EPP when speaking with customers

What is the Samsung Offer Program?

200

This verification service is used for most customers registering with a personal email.

What is ID.me?

300

This CS Hub tool checks Offer Program eligibility.

What is the EPP Check Tool?

400

A customer receives this result:
Eligible = TRUE
Registered = FALSE

What is Eligible but must create a Samsung Account?

500

Name all four EPP Check Tool outcomes. 

What are:
TRUE / TRUE
TRUE / FALSE
FALSE / TRUE
FALSE / FALSE?

Promotions 🎁

100

Customers can find promotions under this tab on Samsung.com.

What is the Offers tab?

200

This is Samsung Credit earned from eligible purchases.

What is an eCertificate?

300

Promo Codes and eCertificates are entered here.

What is Checkout?

400

True or False:
Agents may promise to extend expired promotions.

What is False?

500

Name four things to verify when a customer's Promo Code won't work.

What are:
Expiration date
Eligible products
Correct code entry
Promotion Terms & Conditions

Mixed Challenge ⭐

100

Whats this: AAO

What is Agent Assisted Order

200

AAO cart links remain active for this long.

What is 72 hours?

300

AAO cart links may be opened this many times.

What is 5 times?

400

Standard customers may purchase this many products per category each calendar year through the Samsung Offer Program.

What is 5 products per category?

500

Name 5 Samsung Tier 1 facts.

Any 5 of the following:

• Order Lifecycle begins with Order Placement.
• Fraud Review occurs before Fulfillment.
• Customers are charged after shipment.
• Returns begin after delivery.
• Return window is 15 days.
• AAO stands for Agent Assisted Order.
• AAO links last 72 hours.
• AAO links open 5 times.
• Never collect payment information.
• Use Samsung Offer Program instead of EPP with customers.
• ID.me verifies many Offer Program members.
• Purchase limit is 5 products per category (standard customers).
• SEA employees are limited to 3 products per category.
• Spending limit is $30,000 over a rolling 2-year period.
• Benefit Program referral links expire in about 15 minutes.
• eCertificates are Samsung Credit.
• Promo Codes are entered during checkout.
• Promotions are found under the Offers tab.
• Contact Reasons should reflect the customer's primary reason.
• Use Ctrl + F to search Contact Reasons.