Quiz: Bad Rx Best Practices

What is the primary purpose of the "Bad Rx Best Practices" document?

• To provide guidelines for handling customer complaints about prescription glasses

• To introduce new products to customers

• To train new employees on general customer service

• To advertise upcoming sales and promotions

According to the document, what should be checked first if a customer reports an issue with their prescription glasses?

• The customer's previous order history

• The physical condition of the glasses for easy fixes like ripples or scratches

• The prescription entered in the Rx App

• The warranty status of the glasses

If a customer's issue is related to the prescription, what should be done according to the best practices?

• Offer a refund immediately

• Send the Bad Rx macro and reroute the ticket to the optician view

• Ignore the complaint as it might be a minor issue

• Advise the customer to purchase a new pair

What is the warranty code used for duplicating an order when the prescription was entered incorrectly?

• WARR-RX15

• WARR-RX16

• WARR-RX17

• WARR-RX18

What should be done if a customer reports discomfort with progressive lenses and requests an exchange for single vision lenses?

• Ignore the customer's request and suggest they get used to the progressive lenses.

• Offer an exchange or remake of the glasses with adjustments to the lenses as per the customer's preference.

• Advise the customer to purchase a new pair of glasses instead.

• Request the customer to send a detailed report of their discomfort.

What is the recommended action if a customer notices a halo effect on their lenses that is not due to a scratch or smudge?

• Confirm that it is a defect and suggest using the glasses as they are.

• Ignore the issue as it might be a temporary effect.

• Replace the order under warranty if the defect is confirmed and no photo is required.

• Advise the customer to clean the lenses thoroughly.

What should be done if a customer is unable to initiate a return for unusable prescription progressive glasses through the website?

• Inform the customer that returns are not accepted for prescription glasses.

• Suggest the customer keep the glasses and try to adapt to them.

• Offer to make adjustments to the glasses or provide other options before proceeding with a return.

• Direct the customer to another retailer for a second opinion.

When in doubt, who is the best person to ask Bad Rx questions to?

• any CX agent

• Will

• Heather

• Jake

If a customer chose single vision and wants a remake of progressive lenses, what is the first step?

• start a return thru returns.roka.com

• send an invoice to cover extra cost of progressive lenses

• send badrx macro

• leave a gorgias note for Will

A customer describes the polarization not working in their new Barton lenses, and it's causing discomfort. What's the best next step?

• use a warranty code to create a remake order

• start a return thru returns.roka.com

• send the badrx macro

• recommend different lenses