Week 1

SELF-PACED

WEEK 1

uPDATES AND REMINDERS

RETURN DOCUMENTATION

When documenting a return concern on Admin, please ensure that you clearly indicate whether the customer wishes to return the entire order or just specific unwanted items.

Sample

ANY CONCERNS WITH LEGAL THREAT

Before requesting a refund for an order with a legal threat, have an available supervisor leave a note in the order first. Cases like these should be thoroughly reviewed by supervisors before they can proceed with approving refunds.

TICKET TRACKER

A gentle reminder to always include the ticket number for all created tickets and emails you send, except for tickets for automation (Cancellation/Modification)

QA EVALUATIONS

Before you sign the QA evaluation, make sure you fully understand the reason behind the markdown. If you have any questions or disagreements about it, don't hesitate to talk to your supervisors or trainers. We'd be glad to review it with you. Also, make sure that you are consciously aware of your latest QA markdown in order to avoid making the same error again.

POLIGLU APP

We're currently updating the poliglu app and we've been receiving reports from customers that they are unable to download it. As a temporary solution, we kindly ask our customers to download the Enence app while we work on updating the poliglu app. Also, we've included a process guide on ClickUp for stuck on Bluetooth pairing stage for Android devices. Let us know if you have any questions.

PERFORMANCE

RUNNING QA SCORE

90.17%

TOP MARKDOWNS & ACTION PLANS

With 6 markdowns

Provide complete and accurate information

ACTION PLAN

When promising a follow-up email to the customer, make sure the ticket/email will be created during the call so as not to forget to send the email later. It should be one of your back-end tasks to accomplish for the customer aside from the admin note, FC/refund request, etc.

ACTION PLAN

Remember to mark tickets as 'Waiting on Third Party' if you've submitted a request to our FC/refunds team. This practice enables us to effectively prioritize and promptly attend to tickets with this status within the designated timeframe. If you promised to send the follow-up email within 24-48 hrs, it should be sent within that timeframe.

With 4 markdowns

Exhausted all resources

ACTION PLAN

Before creating a ticket, it is important to check if there is already an existing one on Freshdesk. Neglecting this step can lead to a high number of unecessary tickets and/or disrupt the automation process for cancellation or modification tickets. If a new ticket is created without checking, it will be merged with the automated ticket and change its status from 'Pending' to 'Open'. As a result, this will prevent the automated follow-up email from being sent after 24 hours.

ACTION PLAN

If a customer expresses an intent to purchase an upsell item, we must log their information onto the Upsell Tracker sheet so supervisors can send them the upsell link via email. The only time you can offer a callback from our sales team to assist them with placing the order is if the customer is having a hard time placing an order online, California is not on the drop-down on the order page, or they don't want to pay for another shipment given that they already have an existing order. All this information is in our PRE & POST SALE PRODUCT INQUIRY guide on ClickUp.

With 3 markdowns

Closing

ACTION PLAN

Consider creating a desktop reminder for yourself, specifically for the recap part, if you find that you sometimes forget to provide it (EX. have the call flow poster pulled up on your desktop). Additionally, the recap itself can be short, but it has to be complete. Recap flow: Issue or reason for the call > Resolution provided

With 3 markdowns

Leaving an Admin Panel note

ACTION PLAN

Agents are strongly advised to diligently complete their documentation while the call is ongoing in order to ensure that all notes accurately reflect the events and discussions that occurred. Moreover, if any offers are presented to the customer, document whether they accept or decline them.

DECEMBER QA STACK RANKING

KNOWLEDGE CHECK

THANK YOU!

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SAMPLE ADMIN NOTE:

01-04-2024 - Calls - +18799787228 - Return Whole order - offered 20% partial refund to keep, declined, generated RMA and provided disclaimers - Mae R. or 01-04-2024 - Calls - +18799787228 - Return - offered 20% partial refund to keep whole order, declined, generated RMA and provided disclaimers - Mae R.