KC 39

Which of the following are correct in terms of ZTP to capture possible escalations for BOTH EMAILS and CALLS? (Select all that apply)

• Failure to Escalate Customer Contact - when it needs legal attention

• When callers are claiming that the product they received is faulty and could possibly cause injury or damage to property and we took responsibility or acknowledged that it is indeed a miss or a product issue on our end.

• Profanity / Being rude to the customer (using foul words while conversing with the customer via call, BM, DM, etc)

• Raise to Brand Channel

Tags

Professional development

ZTP

What are the steps when handling Personal Injury Property damage? (Select all that applies)

• Identify if the message is the type of safety concern that requires escalating to the Thrasio team. If you are unsure if the issue requires Thrasio attention, please ask your shift point of contact, COA or Erin.

• If the message is a safety concern as described above, please send all details that you have from the customer to the brand manager, COA, and Erin via slack.

• Use the following template to respond to the customer while the Thrasio team drafts the appropriate response.

• Tagged as NRN.

Tags

Professional development

You received a call and you noticed that the brand is not part of brands you handle in your pod. What's your best action plan for this?

• Answer the call and advise the customer to callback.

• Answer the call and tell the customer that a representative will call them back. Inform the CS assigned for this brand with the customer's phone number.

• Transfer the call to the CS assigned to that brand.

• Don't answer the call since you don't handle the brand.

• Answer the call and continue assisting the customer.

Tags

Professional development

call handling

When reporting PRISM tickets, which of the following steps are applicable? Select all that apply.

• We need to validate the request with our respective Pod Leads.

• We need to raise it to the Marketing Channel and tag the appropriate Thrasio team.

• We need to raise it to the Brand DTC Channel and tag the appropriate BM and COA.

• We need to attach a screenshot of the Ameyo/ZD ticket since not all members of our Thrasio team has access to our Ticketing Systems.

Tags

Professional development

brand manager

True or False: The new format for Injury & Property Damage Escalations can also be used for Customer Issue Escalations for all brands.

• TRUE

• Maybe

• FALSE

Tags

Personal injury

Professional development

A customer called in to cancel her order. The order can still be canceled in Shopify and the representative canceled the order that triggered a refund. What is the correct tagging for this scenario?

• Cancellation Request

• FBA / Shipping -Where's My Item?

• Refund

• Product Question - Post-purchase

Tags

Cancel order

Professional development

True or False: Escalate any invoices related to a property damage or injury claim to the brand channel if the monday.com form has already been filled out. The COA team will handle it from there.

• MAYBE

• TRUE

• FALSE

Tags

pro

Property damage

Which tagging should we use based on this scenario?

The customer emails in very upset about his order. It's taking way longer than the estimated shipping date provided when he place it on our website. There is a tracking number available on our end, so you can easily provide an update. However, you noticed that towards the end of the email, the customer stated that he just wants to cancel this order because his delivery expectations were not met. You are able to process a refund on Shopify.

• FBA / Shipping -Where's My Item?

• Cancellation Request

• Refund - Not Happy / Not Satisfied

• Refund - Missed Estimated Delivery Date

Tags

Cancel order

prof

Tagging

When creating a return label for customers who need to send in their units for Personal Injury/Property Damage investigations, which of the following statements are correct?

• The "Return to Address" and "Shipper Address" are the same.

• We should select X19B7Y - Thrasio as our payment method.

• We need to ask our customer's address so we can include it in the label under the "Shipper Address" field.

• The "Order Number" must be filled in the field "Reference 1".

Tags

Returns

Professional development

Hold procedure: which of the following statements are incorrect?

• Before placing the customer on hold, we should inform them why we're doing such and how long they need to wait.

• The maximum hold time that we can utilize is 5 minutes.

• If, despite our best effort, the delay is taking longer than anticipated, we can offer to call the customer back rather than keep on holding.

• We should place the customer on hold every now and then so we can do processes while on the phone.

Tags

personal development

hold etiquette