When you add line items to a case, should you use the OMS unit price before taxes or the price the customer paid before taxes?
The price the customer paid before taxes.
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15
If the item shows delivered but customer states not received (item in stock/no prior reships) can they?
Only get a reship
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15
Item is oos and over $150 do we create a case or go to chat?
Create a case
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15
What is the appropriate greeting?
Thank you for calling Coach! My name is ____. Who do I have the pleasure of speaking with?
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lifesaver
Give 25 points!
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fairy
Take points!
5
10
15
20
25
fairy
Take points!
5
10
15
20
25
lifesaver
Give 15 points!
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15
True or False. We can reship an order in scheduled status?
False
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15
I'm sorry that you didn't receive your return is it an empathy or sympathy statement?
Sympathy
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seesaw
Swap points!
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magnet
Take 10 points!
Okay!
fairy
Take points!
5
10
15
20
25
lifesaver
Give 10 points!
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15
How many seconds do we have to say our greeting?
5 seconds
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trap
No points!
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gold
Win 50 points!
Okay!
shark
Other team loses 25 points!
Okay!
lifesaver
Give 15 points!
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15
How can we build confidence on calls?
Study SF
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15
If the cust pays for their return label do we refund them after (Not Coach Fault)?
No
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15
What resources can we use on our calls?
SF, OMS, Coach.com, Coachoutlet.com, Notes, Order details, Huddles, and Q&As
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15
How many screenshots are required on a case?
3 or more (shipping details may be more than 1 page)
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15
If the item shows 4 in the DC do we place an order for the customer?
No
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15
A customer calls in and states that their $300 purse was damaged upon receipt. You are the first agent to speak with this customer. What type of case should you create?
None. Since you are the first agent to speak with the customer, you will create a PPL if it's an Outlet. Instruct the customer to call back once the order is i
