Nesting Review Content

What is the skill you will transfer to if a customer says they would like to exchange their mattress?

• Service Recovery

• Support Tier 1 to Tier 2 xfer

• Warranty

• Returns

What skill will you transfer to if the customer tells you their package is marked as delivered, but it wasn't really delivered?

• Warranty

• Returns

• Support Tier 1 to Tier 2 xfer

• No need to transfer

• Service Recovery

The customer hung up on me and I'm not sure if it was an accident or if the call dropped. I should call them back.

• True

• False

I got the answer I needed from a helper in the chat. I should... (Select all that could be appropriate)

• Thumbs up their message so they know I saw it, then follow their instruction.

• Follow their instruction, but not react or respond to the message.

• Respond with "K" and then follow their instruction

• Respond with "Thank you so much you are the best helper ever. I couldn't have done this without you!"

• Pretend I didn't see it and do what I want instead

I have a follow-up question after a helper helped me solve an issue. I should...

• Start a new thread to get a new helper

• Respond to the same thread because the helper already knows the situation

• Personal message the helper because they already know the situation

I haven't heard from my helper in a while... I should...

• Figure it out on my own

• Tag the person who was helping me after 3 minutes

• Start a new thread so someone else might see

• Tag someone else after 30 seconds

The customer needs to be transferred to a Tier 2 agent. I should....

• Pull up their order and verify that you are speaking to the customer on the order and that they are eligible for the return/warranty.

• Cold Transfer

• Hang up

• Start the warranty or return before transferring

When we say "push back twice" what we really mean is...

• Say "no" two times

• Educate the customer twice

Someone asked a question I think I know the answer to. I should....

• Answer the question because the trainers might be busy

• Wait for a trainer/helper to answer the question because I might be wrong

• Answer the question so everyone knows how smart I am

Where can I find how long it will take an item to be delivered if there is no tracking number yet?

• The FedEx Website

• The Purple Website

• The Zendesk Guide

• The Related Records in Netsuite