CSS Training
What stage will a Driver Interview need to be put on after you have looked at the chase?
Evening Check
Stage 1/2/3
Morning Check
Complete
How much are you expected to collect per hour in dialler?
£200
£100
£500
£250
How often should we call customers on chases?
Only when we have an updatee
Every 48 hours
Every day
Only after 12PM
Never
Someone asks to speak to CEO on reception overflow, I should...
Tell them no and hang up
Give them the CEO's direct line and email
Advise them to email us and we will forward it on
Transfer the call to the CEO
Tell them we don't have a CEO
Once I have finished my AM task I should...
Ring my TL and ask for a new task to work from
Wait in available until someone tells me what to do
Find something to do from figure updates
Refer to PM plan
Do the same as yesterday
Suppression is where
Orders are kept before loading onto GV, Whereby we need to check for Fraud/Spinners
Junk orders are stored
Orders with failed payments are stored
Orders with exclusions are stored
AX Hygeine (All Sales Orders) contain
Orders that seem fraudulent are stored
Orders with exclusions are stored
Junk orders are stored
Orders with failed payments are stored
Carrier complaints should
Always be fed back to the carriers, regardless of the situation
Never be sent to the carriers, we don't need to inform them
Be looked into, and sent over should the complaint be viable and valid.
Be sent over if you personally agree with the customer
Only be sent over to the carrier on the weekends
On exclusions, you should never
Make substitutions of different wines without informing the customer
Call/email the customer
Swap the wines for a more expensive bottle
Change the vintage
Escalations should only be raised if
The customer is angry and request to speak to a manager
You cannot assist the customer and feel a manager will be able to resolve the issue
You have an angry/upset customer shouting at you
You have gotten approval from a TL after explaining the situation
When sending emails, the subject line should ALWAYS contain the following:
Customer Name - Customer Number - Todays date
Your name - Customer Name - Todays date
Customer Name - Customer Number - Enquiry Type
Leave it empty
Just the customers query
Customer number
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