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

Meal Gift Recipients are NOT required to put in their credit card information?

True

False

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

Refunds will appear in a customer's accounts in _______ business days

5-7

1-3

2-4

7-9

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

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

While listening to a voicemail, it is OK to jot down notes so that you don't have to listen to the voicemail again

True

False

If you see a voicemail coming from Ring Central, how would you listen to it?

You click the MP3 link at the bottom of the ticket

You cannot listen to voicemails from Ring Central

You click the download link in the middle of the email

Tier 1 Training

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