WorksheetsDAY 4- Refresher Training Series Quiz
Total questions: 15
Worksheet time: 30mins
Which additional carriers have been introduced to handle some of our domestic US orders?
UPS
FedEx
DHL
Yun Express
EPG
When a domestic order in the US is shipped with YunExpress, how does the final delivery usually look to the customer?
It is always delivered by YunExpress directly to the customer’s doorstep.
YunExpress first handles the package, then hands it off to a local carrier (like USPS) for the final delivery.
The customer has to pick up the package from a YunExpress Pick Up Point.
YunExpress only delivers to international addresses.
What could be a good selling point to customers when they ask why they receive an email to Shop Now after processing a refund on our returns portal?
It guarantees that they’ll receive free shipping on their next order.
It gives them automatic discounts on their next purchase.
It allows them to skip the returns process completely and keep the original item.
They can use their refund as a form of store credit immediately, without having to wait for refund processing times.
If a customer wanted to opt out of the Shop Now option and would still like to continue with their refund, what’s the best advicement?
They can simply ignore the email, and their refund will continue to be processed as usual. It also helps to remind them of the standard refund processing times.
We can suggest reprocessing the return and let them know there’s an option at the end of the return flow to prevent receiving the Shop Now email.
We can highlight that Shop Now is just a thank-you perk, and even if they don’t use it, their refund will still be processed normally.
We can let them know that replying “No” to the Shop Now email will signal us to proceed with the refund without the credit option.
What could be a common reason for a 550 error from the customer’s end?
A misspelled email address entered by the customer when filling out our contact form.
The customer’s email domain might be blocked by TBC, so they would need to use a different one.
Certain countries restrict incoming and outgoing emails, so in those cases, we should reply using our personal TBC email instead.
The customer accidentally left out a character in their email address when completing the contact form.
What’s the next best action when we see a 550 error on the ticket we’re answering?
Flag the email to Pixie or Kent, since this is already considered a junk email and we weren’t able to respond to the customer.
Attempt to submit the ticket as solved twice. This way, it will close anyway, and the purpose is just to have it counted in ticket volume.
Check the email content for useful details (like order number, full name, or shipping address) that we can use to search their profile/order in Shopify. From there, copy the correct email and update it in Zendesk so the response can go through.
Use our personal TBC Gmail account to respond to this customer since Zendesk blocks these emails, making personal email the most convenient workaround.
For customers filing for a lost package without shipping/package protection attached to their order, what are the important things that should be included in our response? (Select all that apply)
Tell them that we’re now implementing a strict policy where replacements can no longer be filed for orders without shipping/package protection.
Let them know that their order did not have shipping/package protection and explain the value of having it.
Offer to send them an invoice to pay for the cost of shipping/package protection, and explain that only once it’s paid can we process a replacement.
Let them know we can still provide a replacement, emphasizing that this is a one-time courtesy.
You noticed in the ticket history that this customer was already advised by a previous representative to consider attaching shipping/package protection on their next purchase. A replacement was already provided for their first order. You’re now assisting with their second order, which also has no shipping/package protection, and the customer is writing in saying their package is “nowhere to be found” even though it shows delivered. What would be the most logical resolution in this case?
Emphasize the strict implementation of no replacement without shipping/package protection, letting them know a one-time courtesy was already extended.
Use the gifting program this time to resolve the customer’s concern.
Flag the ticket to a lead/Kendra as this may be an incident of possible fraud.
artner with a lead to weigh in on the situation and decide on a resolution, while emphasizing the importance of shipping/package protection.
Reorder the followingConsidering what you’ve learned about prioritizing replies in an open inbox, which of the following should you respond to first? Arrange them in the correct order of priority:
This is ridiculous. I just got your email saying I have to pay both the return fee and the international exchange fee. If this is how Thursday Boots treats international customers, I’ll make sure to leave a bad review on Google. Totally unacceptable.
Hi, just checking in — when will my order arrive? I need the boots for an event this weekend, so I hope they’ll be here in time.
Thanks for getting back to me. For reference, my current sneakers are size 9.5 US, that’s the pair I use most often.
Thank you so much for your help! You’ve been wonderful — I really appreciate your support.
Reorder the followingConsidering what you’ve learned about prioritizing replies in an open inbox, which of the following should you respond to first? Arrange them in the correct order of priority:
I need to talk to your supervisor, charging me with a shipping protection without me knowing is totally fraudish.
I paid the international exchange fee, what's the next step?
Just a follow up question, I'm wondering what's the difference between the Major and Captain?
Your boots are great, I'm a huge fan and I will make sure to recommend you guys to my friends and families.
Rewording is highly encouraged to achieve that human connection to our customers. You’ll only get a markdown from QA when... (Select all that apply)
You miss important steps in the response (especially in the resolution part).
You use too many kind words, making the response sound overly empathic.
You add a short personal touch like “Glad I could help!” at the end of your response.
Your rewording changes the holistic thought/meaning of the template.
True or False: All our boots don’t have removable insoles.
TRUE
FALSE
Why is it important not to rely solely on stored templates when responding to customers?
We will get a markdown because we are no longer allowed to just copy and paste the templates both in Confluence and in what we’ve stored.
There are a lot of templates that have been revised/updated and are continuously being updated, so relying only on stored ones risks missing important information.
Using stored templates automatically lowers our CSAT scores since customers dislike them.
Templates can only be used once per day, so we shouldn’t rely on them after that
"Hello! I’m really excited about my newly purchased Cacao Premier Low Top. I’d love to know how I can take good care of them in the long run. If they don’t fit, can I exchange them? I’d also appreciate some fashion recommendations on how to style them. By the way, I made the purchase 2 weeks ago, and I’m wondering what’s causing the delay.
Order details: Order was assigned to a warehouse, confirmed migration issue.
What’s the correct contact reason?"
Product related > Shoe care
Stylist question > Sneakers
Return and exchange > others
Orders > Delay > Warehouse > Neutral Customer
"I'm curious, what’s the difference between your Captain and President styles?"
What’s the correct contact reason?
Product related > Specific product specs
Product related > Comparison > Functionality > Internal Brand
Product related >
Product related > Comparison > Functionality > Internal Brand
