CSS Facts!!

A vibrant and engaging illustration depicting customer service scenarios with customers, delivery drivers, and complaint resolution in a clear and friendly style.

CSS Quiz Challenge

Test your knowledge on Customer Service Standards (CSS) with our engaging quiz! Dive into important questions about delivery cases, complaints, and customer interactions.

Join now and assess what you know about:

Delivery Not Received (DNR) procedures
Payment processing issues
Customer complaint resolutions

10 Questions2 MinutesCreated by HelpingHand247

When will the customer receive a call in regards to a DNR?

The next working day (24 hours)

In the evening

Within an hour

On a Sunday

Name 3 things you should be confirming with the customer when they have said that their case is DNR (Delivered Not Received)?

The driver has left the customer's case with a neighbour but the instructions state to leave by the bin. This isn't a valid complaint as the driver hasn't done anything wrong. Tell me why? What is the drivers policy when leaving cases?

There's an error message when taking payment - "Visa/Mastercard Auth Failed" - Where does this need to go?

CSS Specialists - Send an email

Accounts - Call 4422

DMT - Call 4499

Customer has been charged twice for the same amount. Do we ask for a statement?

Yes

I don't know

How many British Airways points do existing customers get?

250 points per 12 bottle case

250 points for the entire order

1000 points

Carrier Complaint - A customer calls as the driver has left a case on the doorstep. The instructions state that a signature is required but the case was not on POD. Is this a valid complaint

No - I need to put the account on permanent POD going forward

No - No further action needed

Yes

CSS Facts!!

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