Customer service Quiz

Where should we proceed with any replacements?

• POMS

• Shopify

Reorder the following procedure

• Upon clicking the green "Duplicate" or "Replace" button in the lower left of that modal, you'll see a screen like the one below, where you can select "Done" or the "View New Order" option.

• You will then be asked to select a "reason code" to indicate the reason for the replacement or duplication

• You will select either "Duplicate Order" or "Replace Order" depending on the situation

• After you select the reason code, you will see a pop-up modal with the original order's items listed.

What will you need to do in case you create a replacement with charges?

• Post in #POMSissue

• Post in #Cxhelp

• Cancel that replacement and then create a replacement of that replacement in POMS with the charges removed that time.

• Cancel that replacement and start a new replacement from the original order

If a customer wants to purchase PairCare again when utilizing a PairCare replacement, do you have to go in to Shopify to add that item to the new order to invoice them?

• Yes, it always should be done trough Shopify after processing the replacement

• No, it should be through POMS while processing the replacement

Which are faux-pas phrases that we do not longer used?

Organize these options into the right categories

Groups:

(a) Faux-pas (DON'T USE)

,

(b) Correct words (USE INSTEAD)

• Lady/Guy

  • 
    

• Gone ahead/went ahead

  • 
    

• You're welcome

• My pleasure!

• assist/assistance

• Of course!

• No problem/No worries

  • 
    

• help

• idea

• Inconvenience

  • 
    

• I'm so sorry ... (situation)

• Unfortunately

• I can certainly help you with this..

• You got it!

• Feedback

• All good!

• It seems that…

• Like I said/As I said…

  • 
    Like I said/As I said…

    • 
      Like I said/As I said…

      • 
        Like I said

While on a phone call, I should

• mute myself (after providing the info or while waiting for the response) so there is not background noise

• work with other tickets

• have the script handy with the correct patient/Doctor's information

• ask everybody to be silent without muting myself

When taking over a GV ticket, I must

• take over the POMS ticket too

• verify any open tickets and merge them to the original ticket

• assign any open tickets and respond in all of them

• just work in the GV ticket

While notifying when customers are not able to see the "My orders" tab I should send the concern with​ ​ (a)   ​ ​ (b)   ​ (c)   ​ (d)   ​ (e)  

• PO number
• Ticket number
• Desktop or mobile
• Which browser
• Any relevant information
• Customer's RAF points
• Customer's phone number
• customer's DOB
• My name

When calling the doctor's office, I must request ​them to retrieve the (a)   ​ (b)   ​ (c)   ​ (d)  

• Eyeglasses Prescription
• PD
• reference number (PO)
• fax number (when needed)
• Customer's DOB
• All customer's prescriptions on the system