Team 1
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Team 2
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Teams
Name
Score
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15
×
True or False. We can reship an order in scheduled status?
False
Oops!
Check
Okay!
Check
15
×
If the item shows 4 in the DC do we place an order for the customer?
No
Oops!
Check
Okay!
Check
15
×
A customer calls and states they have not received their refund. You check OMS, the order shows "Return Complete" What type of case should you create?
None. No case is needed. Request assistance from a Chat SR. They will send an email to a Coach Ambassador to review the refund.
Oops!
Check
Okay!
Check
15
×
What is the appropriate greeting?
Thank you for calling Coach! My name is ____. Who do I have the pleasure of speaking with?
Oops!
Check
Okay!
Check
15
×
What resources can we use on our calls?
SF, OMS, Coach.com, Coachoutlet.com, Notes, Order details, Huddles, and Q&As
Oops!
Check
Okay!
Check
×
boom
Lose 50 points!
Oops!
×
rocket
Go to first place!
Okay!
×
fairy
Take points!
5
10
15
20
25
×
baam
Lose 15 points!
Oops!
15
×
I'm sorry that you didn't receive your return is it an empathy or sympathy statement?
Sympathy
Oops!
Check
Okay!
Check
×
monster
Reset all scores!
Oops!
×
fairy
Take points!
5
10
15
20
25
×
rocket
Go to first place!
Okay!
×
banana
Go to last place!
Oops!
15
×
If the item shows delivered but customer states not received (item in stock/no prior reships) can they?
Only get a reship
Oops!
Check
Okay!
Check
15
×
Item is oos and over $150 do we create a case or go to chat?
Create a case
Oops!
Check
Okay!
Check
15
×
What is a bridging statement?
We look forward to you shopping with us again.
Oops!
Check
Okay!
Check
×
banana
Go to last place!
Oops!
×
shark
Other team loses 20 points!
Okay!
×
rocket
Go to first place!
Okay!
×
banana
Go to last place!
Oops!
15
×
How many screenshots are required on a case?
3 or more (shipping details may be more than 1 page)
Oops!
Check
Okay!
Check
15
×
If the cust pays for their return label do we refund them after (Not Coach Fault)?
No
Oops!
Check
Okay!
Check
×
banana
Go to last place!
Oops!
×
star
Double points!
Okay!
×
rocket
Go to first place!
Okay!
×
thief
Give points!
5
10
15
20
25
15
×
How can we build confidence on calls?
Study SF
Oops!
Check
Okay!
Check
×
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