Week 12: Post Training Quiz

What do we do with communications that have Karen Sliver and [e-mail] involved? Select all that apply.

• Disregard and do not escalate in Zendesk.

• Upload any wholesale or bulk order requests to the Monday Board.

• Escalate the issue immediately to BA and COA

• Track all communications in the tracker.

Tags

b-six

Which of these statements is NOT true in FBM: Cancelled Order or Change of Delivery Address SOP?

• When a request for either a cancellation or change of delivery address comes through Amazon customer service please cancel the order within Seller Central (this puts our accounts ability to use the FBM method of fulfilling customer orders at risk.)

• Check to make sure that order is cancelled on the fulfillment side

• If an order is split (1 item to FBA and 1 item to Deliverr) make sure the whole order gets canceled

• Initiate a 100% refund on the specific order ID.

Tags

FBM

How do we communicate NCX issues moving forward?

• For all NCX escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.

• We still do the same process, post the contents of the NCX issue in Seller Central and raise it to the brand channel.

• No escalations are required. The BM and COA should already be on top of this.

• All NCX escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.

• None of the above.

Tags

NCX

Choose all statements that are true when submitting an escalation in Slack.

• All website related orders must be submitted to DTC Brand Channel

• ALL escalations related to the brand website should be escalated in the DTC brand channel and the DTC brand manager should be @tagged

• ALL escalations related to Amazon should be escalated to the non-DTC channel and the Amazon brand manager should be @tagged. The brand manager contact and COA are listed in the Channel Topic of each brand channel on Slack for easy reference

Tags

Slack Escalation

When a customer reaches about duplicate items in their order, which tracker do we need to use until we have the tracking automated in Zendesk?

• Duplicate Items - All Brand Tracker

• Mixology & Craft- Duplicate Tracker

• Review Management Tracker

• Brands Replacement Tracker

Tags

Zendesk

When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply

• Concern, Purchase, ASIN/SKU

• Full Product Name, Date of Purchase, Order ID

• Issue, KEY ASK

• Ticket number, Customer's name and address

Tags

Zendesk

When should we tag the BMs in slack?

• In a standard escalation, the BMs need to be tagged all the time.

• There is no need to tag them in a standard escalation that a COA can handle.

• We never tag BMs.

• We only tag them to all standard escalations for FYI.

Tags

BM

brand managers

Why do we need to escalate emails from the Better Business Bureau to the COA of the brand channel?

• These emails are critical to our overall brand health and legitimacy.

• We need to get approval from them to reply to this email.

• Our COAs just need to track these types of email.

• We need to make sure that the COAs are just informed.

Tags

escalation

BFR Bands: Select all of the latest updates.

• The page www.bfrshop.com/gift is now working properly.

• We don't need to send the customers the eBook now.

• We need to send the eBook immediately.

• Ask the customers to enter their email address so that they can download the e-Book immediately

Tags

BFR Bands

When should we add the BMs as followers in a Zendesk Ticket?

• In a standard escalation, the BMs need to be added all the time.

• There is no need to add them in a standard escalation that a COA can handle.

• We never add BMs as followers in a Zendesk escalation.

• We only add them to all standard escalations, for FYI.

Tags

brand manager