
The Hunt 071522
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KG
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12 questions
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1.
MULTIPLE CHOICE QUESTION
2 mins • 5 pts
What should be the Inquiry Type?
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/908412080
Cancel / Update Order
Product Feedback
Returns
No Response Needed
2.
MULTIPLE CHOICE QUESTION
2 mins • 5 pts
Was the customer offered a discount? If so, how much was the discount?
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/908412080
No
Yes, 10% discount
Yes, 50% discount
No, we provided rewards points
Answer explanation
3.
MULTIPLE CHOICE QUESTION
2 mins • 5 pts
Did the agent say the right thing when he said:
"If you still wish to proceed with the cancellation, please let us know and we will take the necessary action for you."
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/908412080
Yes
No
Answer explanation
Agent could have checked Shopify for previous notes on customer account. Customer already called and partial refund issued. Expectations were set to customer that order will push through with the 50% discount. However, Agent still asked the customer "If you still wish to proceed with the cancellation, please let us know and we will take the necessary action for you."
4.
MULTIPLE CHOICE QUESTION
2 mins • 5 pts
What should be the Inquiry Type?
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/930340511/
Discount
Rewards Program
Purchasing Filter Club
Service Feedback
Answer explanation
5.
MULTIPLE CHOICE QUESTION
2 mins • 5 pts
Did the agent follow all applicable processes on this ticket?
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/933568009/
Yes
No
Answer explanation
Concern resolved on email dated June 3rd- agent still placed ticket on snooze- Agent could have left a note/ task on the ticket if he wishes to do a follow -up or acknowledgement once the customer completes the payment. (no notes/ task found)
6.
MULTIPLE SELECT QUESTION
2 mins • 5 pts
What did the agent miss in this ticket? Select all that apply.
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/933568009/
Adding Task for snoozing the ticket
Failed to read related thread.
Concern was resolved on June 5th.
Nothing was missed.
7.
MULTIPLE CHOICE QUESTION
2 mins • 5 pts
What did the agent miss here?
Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/974145832/
Ask customer to send a photo
Ask the customer to send a video
Ask customer to register to our Lifetime Warranty
Nothing was missed
Answer explanation
Note: Agent could have already asked customer to register when agent asked customer to send video. This way we already have it in our record in case a replacement is needed.
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