Tier 1 Training
Which of the following would you escalate to Tier 2?
General feedback
Address change requests
Specific meal configuration changes
Change meals request
If a customer runs into an 'address already in use error' what are their options?
They should reach out to CX after signing up with an incorrect address. We can fix it.
We can't fix that
They are not allowed to set up an account if the address was already in use
They have to contact their shipping carrier to let them know that person is no longer at the address
What should you do if the email a customer is reaching out on does not match the email in a customer's account?What should you do if the email a customer is reaching out on does not match the email in a customer's account?
Merge the accounts in Zendesk
Duplicate the ticket in Zendesk
Change Requester in Zendesk
Update the email address in BlueAdmin
If a customer reaches out and says 'My friend sent me a free trial but it's asking for my credit card?', which macro would we use to respond
Free Trial:Credit Card Required
Free Trial::Free Meals Invite Confusion - Sender (Legal Approved)
Free Trial::Invite Campaign::About
Free Trial::Charged for 2nd Order
Free Trial::Free Meals Invite Confusion - Recipient (Legal Approved)
A customer reaches out and says 'I tried to send my friend a gift card online but it didn't work. Can you send it again for me?'
Gift::E-Gift Card:: Resend E-Gift Card Email - Sender's Request
Gift::Resend Printable Gift Card
Gift::E-Gift Card:: Resend E-Gift Card Email - Recipient's Request
Free Trial::Credit Card Required
What does it mean for a customer to receive a 'drip coupon'?
The coupon will apply a specific amount over several orders
The coupon will not apply until the 2nd order
The coupon will only apply to the first order
The coupon will only apply to the second order
How would we log the following? "Hi, I was supposed to receive 6 ounces of potatoes but I just weighed it and I only received 4 ounces!"
Mis-measured - Under Spec
Missing - Missing
Missing - Partial Serving
We would not log this issue
N the above recipe, what would you credit the customer if they were missing their Knick-Knack bag?
Serving Credit
Primary Credit
Minor Credit
Secondary Credit
If a customer is asking for a receipt of orders, what macro would we use to communicate with them?
Payment::About::Charge History
Payment::About::Charge Schedule
Payment::Refund::Status Update
Payment::About::Expired / Updated Card
In the above recipe, what would you credit the customer if they were missing their Ground Beef?
Primary Credit
Secondary Credit
Minor Credit
Serving Credit
If a customer notifies us that their billing address is different from their shipping address, what would we tell them?
Billing addresses are not required when setting up a Blue Apron subscription
We must use their shipping address as their billing address
They can simply give us the billing address over the phone and we can update
Billing addresses can only be entered during sign-up
Where can a customer see a list of all charges and orders they've received?
Profile - Delivery History
We would need to create a receipt for them
Profile - Account Settings
There is no way to access this information
If a customer asks you to manually remove their payment information, how would you do so?
Cancel their account first, then manually remove the payment information
You cannot manually remove payment information from a customer's profile
Manually remove their payment information, and then send cancellation instructions
Manually remove payment information first, then cancel their account
How can you tell if a customer has already received the cancellation link by email?
You'll see the ticket assigned to 'Bradley'
The customer must mention it in their email
The ticket will come through contact@blueapron.com
If a customer is reaching out to cancel their account, they are always considered a "cancelled customer" in Zendesk
False
True
Why is it important to give a customer the correct time frame when they are cancelling after a free trial?
Both of the above are true
So their first box ships before they cancel
So they can cancel before they are charged for their second box
If you see the following in a user's BlueAdmin profile, which cancellation macro would you send? - Site Test - New User Cancellation Test (March) - Test Group
How to Cancel Account > Cancellation Link (legal-approved)
How to Cancel Account > Direct Link
At the end of a voicemail, a customer says "give me a call at 9643328508". Is it OK to respond via email?
Yes
No
Escalate
Which of the following scenarios would require us to apply the 'Call Needed' macro?
The customer demands a callback
The customer doesn't say why they called
Multiple interactions are unlikely
He customer seems confused or irritated
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