Huddle Quiz

Which of these units do we replace under warranty? (Select all that apply)

• 
• 
• 
• 

How long must a customer wait to hear back from the replacements or repairs department? 

• 24 Hrs

• 1 Month

• 5-7 Business days

• 48 Hrs

Answer explanation

Providing Proper Expectations.

(Example)

Replacements - "I was able to validate your proof of purchase and escalate it over to the replacement's department. You should be receiving an email within the next 5-7 business days regarding the next steps in the process. Please do not discard your unit as the replacement department will provide you with further instructions."

Repair - "I was able to validate your proof of purchase and escalate it over to the repairs department. You should be receiving an email within the next 5-7 business days regarding a shipping box and label."

What 4 things do you need to verify a customer's Proof of Purchase? 

• • - Date of Purchase

  • - Name of Retailer

  • - Description of the Unit

  • - Cost of the unit

• • - Serial Number

  • - Customer's Name

  • - Customer's Address

  • - Customer's Phone number

• • - Model Type

  • -Date of purchase

  • - Cost of Unit

  • - Phone Number

• • - Retailer Order Number

  • - Date of purchase

  • - Customer Email

  • - Cost of Unit

If a customer calls in with the same issue and the ticket is "Completed", Should you create a new ticket?

• Yes

• No

Answer explanation

There should not be multiple "In Process" tickets for one customer with the same issue. If a ticket is "Completed" it can be reopened to continue that case

PLEASE NOTE: You should create a new ticket if the ticket is "Closed" NOT "Completed"

What two options are available if the customer has a Fully Auto, is OOW, and located in Canada?

• Out of warranty package

• 20% Percent Code

• Service Locator

• No Additional Options

What information needs to be on the ticket in order to task it to replacements or repair?

• [Customer Category]

  Customer's Name

  Shipping Address

  Email Address

  Phone Number

• [Product Category]

  Correct Model Number

  Date of Purchase

  Retailer (POP)

  Serial Number

• [Phone Call]

  • Standardized Notes Template

  • Techsee Video

• All of The Above

Answer explanation

BE DETAILED in your note-taking.

(For example)

Issue- Error message

Vs.

Issue- The general alarm light is displayed and no coffee is being dispensed.

What options are available if the customer has a Fully Auto, is OOW, and located in the US?

• 20% Code

• Service Locator

• Out of Warranty Repair Package

• Replacement

If the customer has a defective Truebrew, is located in the US, and purchased the unit in June of 2023, is it a replacement or repair?

• Replacement

• Repair

In order for a ticket to be tasked correctly, what status should the ticket be in?

• Completed

• Customer Action

• In Process

• Partner Action

What is the Manufactured Date of this serial number? Ex. 217146DU230802J0062

• 02/14/2017

• 07/14/2021

• 02/08/23

• 08/02/2023