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WorksheetsShutterfly Customer Service Quiz
Total questions: 20
Worksheet time: 10mins
What is the keyboard shortcut for clearing cache and cookies?
Ctrl+Alt+Delete
Ctrl+Shift+Delete
Alt+Shift+Delete
Shift+Alt+Delete
How often does a customer have to make a purchase to keep their Shutterfly account considered ACTIVE for photo storage purposes?
12 months
14 months
16 months
18 months
What should you do if Jenny asks you how to place a Bulk order with Shutterfly?
Explain that we no longer offer Bulk Photo Book plans.
Navigate to the Bulk Photo Books page and complete the form for her so she can get an estimate.
Guide her to the Bulk Photo Books page, then transfer to the Yearbook queue if she has further questions.
Guide her to the Bulk Photo Books page, help her fill out the form, and advise her to call back when she's ready to place the order.
Select the 3 ways to make a photo book on shutterfly.com.
Make It Manually
Custom Photo Book Creation
Make It Fast
Make It For Me
If a customer saves a Costco membership number into their Shutterfly account, they receive BOTH of these benefits:
Free Shipping on every order
51%-off regularly priced orders
$20 GC every month
Free Shipping on orders over $49
What pieces of information are phone agents required to ask the chatter at the beginning of the contact?
The chatter's First & Last Name and Order Number
The chatter's Order Number and Email Address
The chatter's First & Last Name and Email
The caller's User ID and Email address
The recipient of an order is calling in to check on the status.
Provide ETA + Tracking Number
Provide Shipping address
Confirm charge ($) amount - (Yes or No answer only)
Provide Photo/Text info
TRUE or FALSE
If you know you are speaking with the Account Holder, you are NOT required to complete Verification.
TRUE
FALSE
The recipient of an order calls because they received a damaged package & product. The recipient would like a replacement order (reorder) sent to a different address.
Yes, you can reorder with address changes
Yes, the recipient is able make any changes they want to an order
No, reorder lost or damaged orders (without changes) & ship to same address at zero cost.
According to Troubleshooting: App Edition, what is the 3rd step in troubleshooting connectivity issues on the SFLY Mobile App?
Clear App Cache and Data
Restart Device
Restart Modem/Router
Force Close App and Try Again
Which of these is NOT an acceptable file format when uploading photos on shutterfly.com or through the Shutterfly Mobile App?
JPG/JPEG
HEIC/HEIF
GIF
PNG
Customer called in to report a damaged photo book. The package was smashed, resulting in the top right corner of the book cover to be damaged. Per the Accommodations tab, you place a reorder for the customer that is expected to arrive on 7/1/24 using Economy shipping. Which is the most appropriate note?
Customer called in due to a damaged product. Placed a reorder for the customer with Economy
Cx says their photo book was delivered damaged. The box was smashed in the top right corner, which is where the damage is located on the book cover. Placed reorder with Economy shipping & advised of confirmation email.
Customer received a damaged book. Placed a reorder for the customer.
CX rec'd PB that is damaged. Placed RO for CX. Told customer should receive the book in early July.
True or False
It is NOT required to verify the account if the customer just needs help with a project.
True
False
Our customer Jerry Smith needs his order as soon as possible for his daughters wedding coming up very soon. He already ordered it with the fastest shipping available, but it still won't arrive on time. After checking, the order has not shipped yet. What can we try to do for Jerry?
Place an order
Submit an Expedite Request and set proper expectations
Cancel the order
Refund the shipping since we know it won't arrive in time
Monique calls in because the tracking on her order has not shown any movement in the last 3 days. She placed the order with Expedited shipping and there are still 2 more days until the LDD passes. What does the Accommodations tab tell us to do in this scenario?
If tracking stops when package is 'Enroute to USPS,' wait for LDD. Package is still likely to arrive on time.
Reorder affected item(s) with original shipping method.
Refund the customer's shipping charges
Transfer to Tier 2
Why do we want to investigate a problem with a received order before placing a reorder for the customer?
If the customer made a typo, a reorder will not fix the problem. Care Credits must be added so the customer can fix the project and place a new order on the website.
If the customer used a low resolution photo, a reorder will not fix the problem. Care Credits must be added so the customer can fix the project and place a new order on the website.
No need to investigate. The customer needs a new product so, just reorder.
Customer calls in and says they received an order that doesn't belong to them. What does the accommodation tab tell you to do?
Apologize and Reorder the correct items
Apologize and let the customer know they can keep the order
Refund the affected item
Apologize and Transfer to Tier 2
Are you allowed to extend a customers promotion?
Yes
No
The customer calls in and says they forgot to apply their promo code to the order they placed 3 days ago. What tool can you use to see if the customer would have received a better offer?
Replacement Tab
Accommodations Tab
Promotions Calculator
Specialty Flow
Use Guided assistance to determine what you would do in the following situation: Customer calls in because they received their book and there is an odd color issue on the pages. The customer mentions this is the 2nd time we've sent a book with bad coloring.
Place another reorder for the customer.
Refund the customer for the full cost of their order
Contact Peer Support for additional guidance
Transfer to the contact to Tier 2
