iCare Mystery Breakout

iCare Mystery Breakout

Concentrix IKEA training team

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Intro

You have entered a dark and unknown world of iCare from which you have to get out before it's too late and you will be locked in forever.

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Mission 1

Locked

Locked

Locked

Answer the question and you will find out the address of the following scenario

Delivery, Assembly and Installation issues

Product Malfunction Issues

Visual Defect Issues

When using iCare which is the only section that is classed as refund and not compensation?

Mission 2

Completed

Locked

Locked

Drag and discover

No never

Yes - if the customer wants it that way provided iCare has been used

Yes - In rare circumstances if you feel that the customer deserves compensation back onto their card provided iCare has been used

Goodwill gestures of compensation should be given as an eVoucher. Can it ever be given to a customer's card?

Mission 3

Completed

Completed

Locked

£160

£73

How much compensation would you offer a customer who has a £2000 order (including £40 delivery charge) The order has been delayed for 6 days without notice. The order is mostly non-essential items but does include a bed costing £260

£158

Up to £30 - iCare is a first contact resolution and has already been offered. As the customer has had a further issue I will use my personal compensation limit

£60 - iCare is used on every contact where there has been a failed service.It doesn't matter that it was offered on the first call, it will continue to be offered until the situation is resolved

£0 - iCare is a first contact resolution and has already been offered. As the customer has further issues we will revisit this once it is fully resolved and may offer more compensation using personal compensation limits

This is the second call your customer has made. They received a delivery (delivery cost £40) which had one item damaged. A replacement order was sent and they were given £60 compensation. The replacement has now arrived but it is also damaged. How much compensation will you offer?

£15

£30

£45

How much discount would you offer a customer who has agreed to keep a new article with large, visible scratches on it but which do not interfere with the use of the product? The full price of the article is £150

216

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Remember the code

Completed

Mission 4

Completed

Completed

If the customer has agreed to accept a discount for a delivered item which has cosmetic damage, You would refund the discounted amount and use iCare to offer an eVoucher as well.

If a customer only has a low value item missing from their delivery You can revert to personal compensation limits rather than iCare if you think the amount iCare gives is too high

When using iCare you must always copy the summary text and add it to the SAC notes

Which of the following statements about iCare is true?

14+3

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Completed

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Completada

Completed

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Congratulations, you are an iCare expert and have made it out!

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