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WorksheetsCustomer Service
Total questions: 15
Worksheet time: 8mins
Name
Class
Date
1.
What form should you use to request a return label be mailed to a customer?
a)
Additional Item Information
b)
Letters to Customer
c)
Return Label
d)
Damage Call Tag
2.
What form should you fill out if the customer states the item is defective?
a)
Additional Item Information
b)
Quality Alert
c)
Possible Fraud
d)
Shipping Issues
3.
What form should you fill out if a customer would like to return a piece of furniture due to it not fitting in the room they wanted?
a)
Damage Call Tag
b)
Return Options Request
c)
Shipping Issues
d)
Lost Shipment Tracer
4.
What form should you fill out if a customer order is on Hold Code 3?
a)
Possible Fraud
b)
Letters to Customer
c)
Returns Processing
d)
AVS Decline
5.
What form should you fill out if the customer states their furniture item is damaged?
a)
Return Options Request
b)
Returns Processing
c)
Quality Alert
d)
Damaged Call Tag
6.
What form should you fill out if a customer has not received their shipped item?
a)
AVS Decline
b)
Return Label
c)
Lost Shipment Tracer
d)
Possible Fraud
7.
What form should you fill out if information you are looking for is not found in ;AV?
a)
Additional Item Information
b)
Shipping Issues
c)
Quality Alert
d)
Letters to Customer
8.
What form do you fill out if we have not processed a customer return and it is past the processing date in Soft World?
a)
Return Options Request
b)
Returns Processing
c)
Quality Alert
d)
Lost Shipment Tracer
9.
What form do you fill out if the customer is calling back about a Hold Code 5 due to her billing address not matching what the bank has on file?
a)
Quality Alert
b)
AVS Decline
c)
Additional Item Information
d)
Returns Processing
10.
What form should you fill out if you want to send a customer a discount coupon before of an issue with a pervious order?
a)
Additional Item Information
b)
Return Label
c)
Letters to Customer
d)
Quality Alert
11.
What form do you fill out if an item hasn't shipped but it shows in stock in ;AV?
a)
Lost Shipment Tracer
b)
Shipping Issues
c)
AVS Decline
d)
Returns Processing
12.
What hidden key do you use issue a refund for processing and shipping fees?
a)
TI
b)
L+Line#
c)
PSR
PSR
PSR
d)
ADJ+Line#
13.
What hidden key can you use to issue a price adjustment on a shipped order?
a)
CT+Line#
b)
PSR
c)
ADJ+Line#
d)
Line 6 Adjustment
14.
What hidden key do you use to see refunds on an order?
a)
TI
b)
REF
c)
EC
d)
EE
15.
What form is associated with sending pictures to furniturephotos@softsurroundings.com?
a)
Damage Call Tag
b)
DS+Line#
c)
Quality Alert
d)
Lost Shipment Tracer
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