Customer Service Quiz 18.01

What are the Monaco Colours?

White, Ivory, Olive, Natural, Charcoal

White, Pink, Olive, Natural, Black

White, Ivory, Olive, Brown, Charcoal

White, Ivory, Pink, Natural, Charcoa

What fastenings do our duvet covers have?

Zips

Ribbon tie

Buttons

Mix

Scenario: Susan called and is a side sleeper and requires anti allergy, she would like pillows to suit. Which pillows would you reccomend?

Feels Like Down - Medium

Supreme Goose - Firm

Supreme Goose - Soft

Feels Like Down - Firm

Scenario: Karen has a 29 cm deep mattres and recently purchased our FLD toppers, what depth fitted sheet does she require?

Deep

Standard

Extra deep

What Item has the SKU CONN10?

Connection White Throw

Connection Charcoal 50 x 50 cm cushion cover

Connection Pink Bedspread

Connection Navy 65 x 65 cm cushion cover

Who should I email to provide a code for a free collection?

Abby and CSAdmin

Holly and Polly

Abby, Holly and Polly

CSadmin

Something is highlighted blue on a canned response - Why?

This can be ignored

Action is required by me

Action is required by CSAdmin

Action is required by the Customer

Scenario: Rodger's parcel has arrived in a blue bag, is this damaged?

Yes

No idea

Scenario: Jeff would like his details removed, how do you action this?

Delete the email thread and ask senior to check for account

Delete the email thread, magento order(s) and seek senior for advice

Delete all emails, Magento order, FD Customer Info and ask senior to check for account

Seek advice from Senior

I am writing a template to CSAdmin and need this reviewed urgently, what do I do?

Send template as normal with usual title including "urgent"

Send template but only input "URGENT " and order number as subject

Send template as normal - Message CSAdmin person

Send template - Message CSAdmin/Senior

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