Missing Product
What is the first step when dealing with a CX who has experienced Missing? wrong product?
Check sales history to verify if CX was charged for the product
Just 4U, Product lists, promotions, messages, and auto reorder
What does the History tab show in Order maintenance?
Orders that are no longer waiting for delivery and have a status such as Delivered or Cancelled.
If Non-Customers reach out with an issue that will need to be logged without having an account. What information will you need to gather to fill out an issue log.
What is the first thing we should offer a CX before jumping straight to a refund for a missing or wrong product?
An apology
What is the first thing we should do in Customer Contact when speaking to a CX?
Select Start Inbound
List all the tabs that will be displayed when placing an order.
Orders, Fund Raise, Delivery Address, Delivery Options, Product, Coupon, Payment, and Savings
True or false
I can only search for past issue logs using the Issue log number.
False
You can also look up a customer account if you have an issue log number that is recorded in the customer’s account, by clicking on the binoculars icon to access the Issue Log Search Form.
What is the first step that should be taken when handing a Thawed product issue?
Send to our Product Quality team for further resolution
This icon allows you to search for information about a specific product.
Product Knowledge
True or False
When inputting the name of the product in the product tab in 'Order maintenance if are unsure of the name of the product you can enter a portion of the item name in the Product Name column and the system will give you an error.
False
The system will provide you with a list of all products that contain that word or lettering in the item name.
What information is required when filling out an Issues log?
You will need to select the Category of the issue, the Subject of that Category, and the Type to fit as closely to the reason for the interaction with the customer. Also, a straight forward summary in the comments section.
What dolor amount would need to be met in order for a CX to receive a reship
Over $75
What are the 16 icons on the icon display in customer contact that we use?
Search, Save, Clear Screen, Display One Screen, Display Two Screens, Display Four Screens, Customer Maintenance, Order Maintenance, Recommendations, Product Knowledge, Purchase History, Interaction Maintenance, Issue Log Maintenance, Zip Code Finder, Demographics, Sales History.
True or False
The Recommendation tab is where you are able to view the available Special Occasion delivery dates for the order and address selected if the regularly scheduled service date does not work for this order for any reason.
False
This information can be viewed in the Delivery Options tab
True or false
The only monetary form of compensation we can give a CX from the Issue log maintenance tab is a Future use coupon?
False
CX can also be issued a Refund from the Issue log maintenance tab.
Name one instance when we cannot reship and order.
The order has been in the system longer than 30 days and cannot be reshipped
The order has already been reshipped and cannot be reshipped again:
The order does not meet the $100 threshold:
The order is not valid for reshipping because it may be cancelled, stuck in the system, or was a home delivery order:
When the customer purchases on their service date what kind of information can be found in purchase history?
The date and local time of the sale, the products purchased, the item costs, any discounts applied averaged over each item on the order, the total cost for the order and the payment method used to purchase the products.
What are all the information that can be viewed in the Payment tab?
The payment tab is where you will view any forms of payment the customer would like to use at the time of delivery and where an additional summary of charges is viewable
What category, sub-category, and Type must be selected after a CX mentions suing Yelloh?
Legal, Threatened Lawyer, and Action required