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Quality Quiz - Phones Jan 2017

What is your name? (first and last)
Who is your Team Lead?
If you needed to educate a guest on our order processing/shipping timelines, where would you find them listed?
The website
Knowledgebase
Youlu
All of the above
When a guest calls in and they don’t have an OSC profile with us, when do we ask them for their first and last name?
At the beginning of the call
Never
Whenever we can fit it into the conversation
List the sections of the QAT in the proper order
Transactional, Conversational, Product, Education
Conversational, Product, Education, Call Resolution
Conversational, Product, Call Resolution
How do you educate a guest on our care/wash instructions and return policy when placing an order?
Let them know it can be found on the website
We don’t educate on either of these things
Let them know both can be found in the order confirmation email
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