Skip to Content
15 questions
Show Answers
See Preview
- 1. Multiple-choice30 seconds1 pt
Changes at what level affects the entire order
item
Recipient
Order
All of the above
- 2. Multiple-choice30 seconds1 pt
What Items should be offered when doing a partial replacements
Preserves
Use the same item
Pears
Comparable Item
- 3. Multiple-choice30 seconds1 pt
When 50% or less of the item is damaged we can offer a full refund
True
False
- 4. Multiple-choice45 seconds1 pt
Select all that applies:
What should we use to resolve customer service issues
Resolution Guide
Procedure 1693
Replace/refund
Tracking
- 5. Multiple-choice30 seconds1 pt
We can offer an apology letter or an apology call on all service calls
True
False
- 6. Multiple-choice30 seconds1 pt
When Handling Potential Hazards or Near Misses We MUST transfer to executive services
True
False
- 7. Multiple-choice30 seconds1 pt
Offering a 20% apology letter is mandatory on all service calls
True
False
- 8. Multiple-choice30 seconds1 pt
Before processing the 20% discount we must:
Leave an Info Comment
Submit an E-Form
Process a replacement
Collect the customer's email address
- 9. Multiple-choice30 seconds1 pt
When processing a replacement we can provide the customer with an item that is
$5 more
$5-$10 more
$15 more
None of the above
- 10. Multiple-choice30 seconds1 pt
What option should we select to avoid charging the customer when processing a replacement
Match
Done
F3
all of the above
- 11. Multiple-choice45 seconds1 pt
In In What situation can we assist a Spouse (third party)
Hint: 1534
We cannot assist a Third Party
If they can verify a recipient and the last 4 digits of the card on file
If their name is in the greeting or email adress
If they can verify the customer's information
- 12. Multiple-choice45 seconds1 pt
Select all that applies:
Which item status allows refund/replacement/cancellation
BOP
SLP
CAN
DPV
- 13. Multiple-choice45 seconds1 pt
Select all that applies:
what resources should we use to do a partial replacement
Masterlist
Procedure 1666
E-Form
Guiding Questions
- 14. Multiple-choice30 seconds1 pt
do we process replacement for a customer who says that the pears that they received are smaller than usual
True
False
- 15. Multiple-choice30 seconds1 pt
From what Quad can we locate the resource that we should use before contacting a customer
Tools Quad
Procedures
Tip Sheet
Knowledge Base
