Team Huddle Apr 30 - 2021

If a customer did not want to provide his/her information for a product recommendation, where do I save my case?

• No need, case should be documented properly though

• In the account that shows up with 8x8 phone

• In a Male/Female not provided account

• In a guest account

What do I need to check if a SHIPT order was placed yesterday in GNC.com and it has not been delivered?

• Check the tracking number and appease shipping fee if needed

• Check the hour the order was placed and appease shipping fee if needed

• Refer to SHIPT Customer Service

• Call the store and inform to ship it

What do I need to tell the customer after submitting a cancellation request?

• To expect a confirmation email in the next 24 hours with the cancellation of the order

• To call us back in order to make sure it was actually canceled

• To submit my case to the refund/reship queue with the correct template

• To notify this is not guaranteed and he/she will receive an update email in the next 24 hours with a new update

Which of these pieces of information is necessary when logging a case for Quality Control? **Multiple answers

• Date of expiration

• Date of purchase

• Item number

• Lot number

• Pictures

My hold time cannot exceed 2 minutes by any reason. The only exception is when I am sending a Secure Link

• True

• False

The best recommendation if an ADAS order was failed to process due to payment errors is to cancel it and renew it with a manual ADAS order placed from scratch.

• True

• False

If a SA calls to update shipping address on a customer's account, I cannot do this and I need to speak directly to the customer

• True

• False

If my TL/T2 needs me on coaching, I need to

• Take 5 more calls and respond to him/her

• Close Slack so they don't bother me

• It's my lunch time, so I go to lunch and answer when I come back

• Wait until I end my call, be aware of Slack updates and respond to him/her to change Aux to coaching