Knowledge Checker

Customer claims that he/she is a previous employee and is looking for a replacement. How would you handle?

• OTHER Employee/ISE Affiliate Calling - reassign to Racine Queue for handling

• REQUEST Corporate Info - provide Corporate Phone number and ask customer call that number for handling

• Follow handling per Reason Code - determine the issue and handle per normal process

• Reassign to Escalation Queue

If a customer calls about an SS-1000 unit and you transferred/referred the caller to our Commercial Team. What is your Product Code?

• Continuous Feed Disposer-Not Model Specific

• Continuous Feed Commercial-Not Model Specific

• Not Product Related

• SS-1000

Customer called to get instructions on how to install an SS-500. What is your Reason Code? (For US Inbound call)

• TRANSFER Commercial Customer Service

• INSTALL Difficult/How to Hang Disposer/Tank

• REQUEST Other

• INSTALL Other

You emailed troubleshooting instructions for jam and sent the wrench because the customer doesn't have the tool and will try the troubleshooting once he/she receives it. What is your Wrap-up Code?

• Undetermined

• Goodwill

• DIY

• Fixed/Solved

You provided Jam troubleshooting and the customer said that the wrench will not turn. How would you proceed?

• Refer the customer to Service

• Offer Goodwill unit

• Email the complete troubleshooting

• Advise to check for foreign objects/food debris