Contact Reasons and Text Expanders
Master Contact Reasons and Text Expanders Quiz
Test your knowledge on contact reasons and text expanders! This quiz will challenge your understanding of how to effectively communicate with customers regarding various issues they may face.
Questions include:
- Handling pricing confusion
- Addressing service complaints
- Managing order issues
If a customer is confused about the temporary hold placed on their card when they order a Favor, which TE would you use and which contact reason?
;tipedu and "Pricing Confusion"
;preauthed and "Unauthorized Charges"
;preauthed and "Preauthorization Questions"
;card and "Order Price Adjustment"
If a customer's complaint is that their Runner was rude to them throughout their interaction, which would be an appropriate TE and contact reason?
;meanrunner and "Service- Runner"
;badrunner and "Service- Runner"
;badrunner and "General Favor Feedback"
;meanrunner and "General Favor Feedback"
If a customer is confused about the pricing on their order and in MT you see that the receipt was uploaded twice causing the order total to be double the amount, what would the correct contact reason be?
"Pricing Confusion"
"Payment Dispute"
"Order Wrong due to Runner Error"
"Incorrect Total Entered"
Which TEs would be useful if the customer is reaching out about updating their phone number?
;cphoneup
;cphonewrong
;custphoneup
;phonecust
;rphonewrong
;phoneup
;phone
;acctinfo
If the customer reaches out about a Favor that wasn't received and you're able to determine the phone number on their account is incorrect but their address is correct, what's the correct contact reason?
"Order wasn't received (unknown error)"
"Order wasn't received (Runner error)"
"Order wasn't received (customer error)"
"Update Phone"
If a customer is reaching out about a FM merchant and wants to see the receipt, which is an acceptable TE to use?
;fmview
;fmsee
;wherereceipt
;receipt
"Your menu has the wrong prices, so I was overcharged"-- What's the correct contact reason for this ticket?
"Order Wrong due to Menu Error"
"Pricing Correction"
"Merchant Menu Update"
"Payment Problem"
"Payment Dispute"
If a customer requests a custom Favor that is not within their neighborhood, but is within the next neighborhood and is less than 10 miles, what is the correct TE to use?
No TE needed, we can deliver it!
;unddistance
;dist
;unddist
;undnoFavor
If the Runner has marked "at door" but hasn't been responsive to our SE reach outs, what TE should we use to contact the customer here?
;coffline
;roffline
;atdoor
;rro5
;rro4
Customer is reaching out for help ordering because every time they add a custom item, it gets deleted. What would be an appropriate contact reason?
"Bug- Internal Tool"
"Bug- Menus"
"Order Assistance"
"Bug- Ordering"
"Order wrong due to Menu Error"
If the customer wants to see the receipt from a Whataburger Favor because they believe they were overcharged, what's a good TE to use?
;fmmore
;fmescalate
;fmover
;fmescalate1
If a customer is complaining about having their order reassigned to too many Runners, what is the appropriate contact reason?
"Many Runners"
"Long Wait Complaint"
"What is my delivery time/Eta"
"Multiple Reassigns"
A customer reaches out about a Favor that they didn't receive, what is a good TE to use?
;runincom
;onr
;wasntrec
;acctdet
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