Customer Service & Communication
When following up with a customer, this is the typical timeframe you want to follow up within.
What is by the end of the day/ 24 hours?
Before Saving any order, this must be verified with the customer.
What is, addresses (billing/ shipping), items, shipping and overall price.
Customer states the discount code they're using online isn't working.
What is, verify the code is still valid. Verify the items in their cart work for that coupon. If everything checks out, offer to place their order and let your lead know of the issue.
When ambient room temperature drops, condensation may form in tubing, leading to this disruptive side effect.
What is rainout?
This breakfast staple shares its name with a farm animal and is often served sunny-side up.
What is an egg?
This is the best way to handle a question you don't know the answer to.
What is, "let me find out and get back to you with that answer."
Customer went online and placed an order. However, that online order duplicated by accident and is in suspected fraud. They wish to cancel the duplicate.
What is, this can be done because the order is in suspected fraud.
A patient complains of dry mouth despite using their CPAP nightly. You confirm they’re using a full-face mask. What’s your first step toward resolving the issue?
What is checking humidifier settings/ mask leaks.
Name the two modes a concentrator can deliver.
What is, continuous and pulse.
This city is famous for deep-dish pizza, baked in a tall pan with layers of cheese, sauce, and toppings.
What is Chicago?
A customer should be on hold no longer than _ minutes at a time.
What is three minutes?
Someone calls in and states they never received their SCO coupon code. Name what steps you would take.
What is, check the internal notes on the order for the original coupon code. If not, a new code can be sent from Netsuite by selecting "Request New SCO Coupon".
First thing we should do when a customer calls/ chats in with a complaint?
What is listen to the customer and acknowledge their concerns/ show empathy/ get with lead?
This is the difference between a regular nebulizer and a mesh nebulizer.
What is, a mesh nebulizer vibrates the medication through a mesh screen that breaks down the medication allowing it to disperse deeper into the lungs when inhaled.
This fish, popular in sushi, is also known for its pink color and rich omega-3 content.
What is salmon?
A frustrated patient says their CPAP “isn’t working” and wants a refund. What’s your resolution approach?
What is active listening & empathy, verifying usage and setup, offering troubleshooting, and escalating if needed?
True Or False; an address can be changed on an order in Suspected Fraud.
False; while an order can be canceled in suspected fraud, the address itself cannot be changed in the event it goes dropshipping. Instead, the order can be canceled and a $0 order can be placed shipping to the corrected address.
A user complains that their CPAP smells strange after a week of use. What resolution step comes first?
What is asking them when the last time they cleaned the humidifier chamber, tubing, and filter?
This oxygen delivery method syncs with the patient’s breath and is commonly used in portable concentrators.
What is pulse dose?
This breakfast cereal, invented by the Kellogg brothers, was originally created for patients at a sanitarium.
What is Corn Flakes?
Customer calls in stating they have not received their order with us despite the tracking saying it was delivered days ago. They are in urgent need of the item. You look and see this is a long term customer of ours. Name your next steps.
What is, thank them for being a long term customer of ours and get with lead to see if we can offer to place a courtesy order to reship sig. required or to a different address (within reason of items).
Customer wishes to place an order for a battery. Billing to their physical address but wishes to have it shipped to their work for fear of theft. Name how we could make this work.
What is they can place the order online using PayPal or Amazon Pay.
Customer called in stating their machine order's USPS tracking shows it is coming back Return to Sender. What next steps would you take.
What is, apologize for the inconvenience, place a $0 order for a replacement, and create a $0 RMA for the one coming back to go back into stock.
This core component of a concentrator removes nitrogen from the air to isolate oxygen.
What is a sieve bed?
This Cuban cocktail mixes rum, mint, lime, and soda water.
What is a Mojito?