Knowledge Check

The Meijer Protection Plan is managed by a company called _______

• Asurius

• Geico

• Asurion

• Getto

What does a customer need to file a claim? 

• Filled claim form

• Receipt

• Personal Details

• Insurance Card

If Western Union's system is not working and not available for money orders, where should you refer the customer?

• Service Desk

• Western Union

• Store Director

• File a complaint in www.westernunion.com

Answer explanation

The only calls that should be transferred to the Service Desk about Western Union is if their system is working at the time and available for money orders or money transfers.

Customer sells Corgi at the store.

• True

• False

Answer explanation

There's only fish sold in the pet department.

When is the time you'll escalate a case to Tier 2 if the customer called about a reward that was accidentally claimed?

• If the reward value is over $50

• If the reward value is over $25

• If the reward value is over $20

• If the reward value is over $10

Customer called in because they want to unclaim a reward. If this is the first request, you can add the points back. How will you be able to determine if it's the first request?

• Check "Customer Info History" in CIA 1 in "Courtesy Coupon" tab.

• Check "Points History" in CIA 2

• Review previous cases/interactions

Customers have the option to send the reset password link through SMS.

• False

• True

Which KB Article will you follow if the customer is having a hard time to Sign Up?

• KB0018083

• KB0017341

• KB0015486

Answer explanation

If a customer has issues creating an account, please see KB0017341 Account Creation Issues.

If the customer wants to get a printed copy of the Weekly Ads, what should you advise them?

• Printed copies of the weekly ad are always available at the entrances of your Meijer store and at your Meijer Express counter.

• Create a case and escalate to Tier 2. Advise customer that it can take up to 3 months for the mailing request of Printed Weekly Ad.

• Advise customer that they can get a Digital copy by simply going to the website or the app.

If a customer has issues creating an account, please see KB0017341 Account Creation Issues.

If a customer has issues logging in after the account is created, see KB0015486 Account Issues.
If the customer is having issues accessing the website itself, what KB Article can we use?

• KB0018083

• KB0015486

• KB0017341

• KB0015831