CS Manual Update 2021 - July 2021

CSO should smile __________ while dealing with every customer

• at least once at the greeting

• at least once at the farewell

• at least once at the greeting and/or farewell

• throughout the interaction

CSO should suggest 3 options (if applicable) when asked about a general category/item.

• True

• False

Farewell could be

• Have a Happy Day

• Have a Great Day

• Happy Shopping

• Thank you for shopping

Replacement fee deduction and extension fee CSO should enter manually in eCoupon

• True

• False

Succession Plan should be in line with MAFP HC Individual Development Plan (MySuccess)

• True

• False

The monthly fee of an expired card will be deducted on

• the last day of each month

• the last day of the first month and all following months on the expired date.

• the first following day after the expired day and all following months on the expired date.

• the first following day after expired day for each month

While processing gift card replacement CSO should:

• prints an acknowledgment and asks the customer to sign

• send an email notification to the customer through eCoupon

CSO can provide gift card transactions history verbally only

• True

• False

How many Quality Sessions should have CSO during the month?

• 1

• 2

• 3

• 4

Brand presentation and product knowledge update will be considered as

• Training session

• Briefing session