INSTACART CORE 4

WHAT ARE THE CORE 4’s FOR QUALITY ASSURANCE?

• Protected PII/HIPAA, Grammar/Spelling/Punctuation, Correct Resolution, Documentation

• Correct Resolution, Solved For The Customer, Timeliness, Appropriate Appeasement

• Appropriate Appeasement, Grammar/Spelling/Punctuation, Empathy, Documentation

• Professionalism, Protected PII/HIPAA, Correct Resolution, Solved For The Customer

My Marqeta isn't working at check out. Help! Which AKB should you follow?

• FSS :: Supplies :: Replace Marqeta card

• FSS :: Checkout :: Marqeta decline [T1]

• FSS :: Checkout :: Marqeta decline (blocked merchant) [CXT]

• FSS :: Shopper App :: Metrics

WHEN SHOULD YOU ASK FOR SHOPPER PII?

• On every contact

• 1. Insta cashout Inquiries. 2. Unassigning an order. 3. Transferring to a supervisor 4. Unknown user

• 1. Updating shopper zone. 2. To move shopper forward. 3. Unable to see batches 4. Unknown user

• 1. Changing shopper’s profile name. 2. Shopper needs assistance logging in. 3. Marqeta decline/issues 4. Unknown user

HOW OLD IS PAMELA THE TRAINER?

• GUAT?

• 17

• 25

• 36

• I DON'T KNOW

WHAT IS ONE INSTACART'S STANDERIZED CHAT INTRODUCTION?

• Hi “SH Name”. Thanks for contacting Instacart care. My name is "YOUR NAME", how can I assist you today?

• Hi, How can I be of assistance you today?

• Thanks for getting in contact with us today. How can I help you?

• Que onda cuate?

WHAT IS THE NAME OF THE CAMPAIGN YOU WORK FOR?

• INSTAKART

• INSTACART

• MARIOKART

• DIDIFOOD

HI, CAN YOU PLEASE PROVIDE ME WITH THE CUSTOMERS ADDRESS, I HIT COMPLETE BY ACCIDENT?

• I'm sorry, we are unable to provide customer PII to shoppers.

• Of course, mistakes can happen sometimes. (send information through chat)

• Of course, mistakes can happen sometimes. (send information through sms)

• Of course, mistakes can happen sometimes. Let me first call the customer to make sure he is in agreement with me disclosing the information to you.

A FAIL IN THE CORE 4 MEANS A ZERO IN QA

• TRUE

• FALSE

SHOPPER IS PICKING A BATCH BUT IS UNABLE TO COMPLETE IT. WHAT AKB SHOULD YOU FOLLOW?

• FSS :: Shopper App :: Metrics

• FSS :: Delivery :: Cancel order

• FSS :: Order Fulfillment :: Cancel Reschedule Unassign

• https://instacartkb.zendesk.com/hc/en-us/articles/360043871112-FSS-Delivery-Unable-to-receive-batch

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