This statement would meet the expectation for Express Empathy/Excitement: "I'm so sorry to know that this happened to you, let me take care of that right away!"

• True

• False

Rasputia reached out because she didn't receive his delivery on time and all meals are ruined. What statement would you use to paraphrase and empathize that would meet the expectation:

• I'm sorry to know that your box is warm, let me take care of that

• I'll be happy to review this for you, I completely understand your frustration, allow a moment while a pull up your account

• I'm so sorry to read that your box is not up to our quality standards, I'll make it right for you!

• I know this is not the experience you deserve, let me see what can I do

Adam Sandler missed the deadline to select her meals, this statement meets the express empathy/excitement pillar: "I understand that you want to change your meals, I'll be happy to review that for you"

• True

• False

The best way to handle a rude customer is:

• Stay calm, let the customer talk, unburden yourself with the client.

• Stay calm, let the customer talk, Consider Your Way of Speaking and de-escalate using a script.

• Put the customer on Hold, override guidelines to comply customer demands, apologize.

• Transfer or have my sup to call back for resolution.

El Chavo reaches out claiming that he is missing the Chicken Cutlets for the Sheet pan spiced chicken cutlets. We should:

• Apologize and refund the customer for the chicken cutlets., if pushback, ask for approval.

• Apologize and credit the whole meal.

• Apologize and credit for the Chicken cutlets, if pushback, ask for approval.

• Apologize and refund for the whole meal.

When cancelling a delivery, it is not necessary to honor the credits that applied to the box (account not cancelled)

• True

• False

Elizabeth Olsen reaches out to switch to a refund the credits previously added as a compensation. What error should I log? You: Pfff, that's easy, I should use:

• Vouchers/Gift Cards > Other

• Other > Other

• Payments > Incorrect charge

• Payments > Compensation replacement

Today, Nov 30th, Scarlett (Box count: 4 boxes) calls in wanting to cancel her very first box for Dec 2nd (she had never cancelled one), the way I should log it is:

• Account Management > 1st order cancellation > Before cut-off.

• Account Management > 1st order cancellation > After cut-off.

• Account Management > Customer missed deadline for change > Before cut-off.

• Account Management > Customer missed deadline for change > After cut-off.

If I see in the ERT that the customer already used the CERT, it is not necessary to educate him/her again about it

• True

• False

"I don't think I can afford this now, we're going on vacation a month and we'll be cut in budget, please cancel" A proper response to this request is:

• "I completely understand, please let me go ahead and cancel this for you"

• "That's great you're going on vacation!, but remember that you can reactivate when you want."

• "Sure thing! I hope you enjoy your trip! But remember that we can also help you by pausing your account".

• "Definitely! I'd do the same if I were you. However, bear in mind that we have also our sister company EveryPlate that has also some incredible meals".