Strong Training CS Project
Thur. 3 August 2023
Main topic
Regular Tue-Fri overnight delivery after the fact Teleflora tried to wire:
- - spot the difference between local and non-local order
- - spot the difference between every pls wire
- - Teleflora language: refusal, inquiry, unable to wire etc. Landline Teleflora phone explanation: a) who's usually call and why? - florist to check on recipient's phone number or full name; b) how to respond: "Hello. Thank you for calling Fleur Concept"
- - how to save (mark as Complimentary Store Credit)
Bonus content
How to use reports:
- - 199 keyword to: a) find the order local florist calling you about; b) find the updates you've left
- - 19 postal code
- - 227 actions with orders by username to find the orders you've dealt with
Materials to get involved in today
4089604 If customer doesn't ask we don't have to inform on Tue-Fri delivery for non-special occasional orders unless it's an actual delay
4099113 Struggle with understanding of Tue-Fri overnight delivery. Not a saved as Tuesday delivery was never explained to a customer
4088029 Whenever WH struggles with printing a label report to higher staff. Keep in mind Teleflora option for those cases
Invest
4108187, 4098710, 4103696 Invest. We must call first to advise local/non local delay. "We tried to reach you via phone call, but it lead us to your voice messaging system..." sentence must be added to an email you sends in case of n/a.
Mon. 7 August 2023
Main topic
Random person calling to say they've received a package which wasn't supposed to be delivered to them
- - Ask full name of a calling person
- - Ask the order number on the delivery box
- - Compare the actual address a person received an order at and the address in shipping info
- - Use investigation status and leave the note of a situation in order history requesting to inform the customer of order about the situation
- - Make sure calling person is not the recipient of any different order (might be driver's mixed up) via 19 report searching by a postal code of a calling person
- - Advise a person to enjoy the gift. We won't pick up any accidentally mixed up and delivered orders
Bonus content
How to open Incognito page to: a) track FedEx when it's not in service; b) use overloaded admin system
How to spot the difference between Canadian ph number and Australian ph number
How to make a call to Canadian ph number (21 and 10 digits) Australian ph number?
Materials to get involved in today
4108291 Delivered order. Order received by a person who’s not familiar with the person whose name is on the box. Confirm the address with the caller person. Advise caller person to enjoy the gift. Email to customer to advise about the situation. No resends for free because address was put incorrectly by a customer himself.
4091987 a) Specify exact amount of redelivery fee using status Hidden Order Comment $14.99/full; b) Disposal with courier. Redelivery fee for a resend is not required
4097754, 4089604 Unnecessary amount of updates in a row (open invest/resend)
Invest
4106985, 4107284, 4107422, Invest. Halifax invest to be resolved first on the shift. Time spent is way beyond acceptable 45 minutes to 2 hours
Thur. 10 August 2023
Main topic
Regular cases:
a) Why was I charged in USD from Canadian website? - An answer in billing info. Options after explanation are: 1. store credit of the currency difference 2. refund of the currency difference
b) I've tried to apply a coupon, but your website placed an order without it: - 1. Was it non coupon allowed product chosen? 2. Does customer has corporate discount? 3. Navigate customer to see the coupon field line as if customer missed it originally
c) Broken vase
- - Local deliveries goes without bubbly wrap. Drivers are able to determine if it was broken in transit and don't have to handle the package to a recipient. Most likely a person dropped the box and now claims it arrived broken.
- - Overnight deliveries goes bubbly wrapped. In case of the complaint ask for pics inside of the delivery box in order to determine whether vase was wrapped or no.
Bonus content
Video for wine wrapping
Every item has unique SKU number. You could easily search by it via search bar. You could also search by keywords such as "balloon", "chocolate", "wreath" etc.
Materials to get involved in today
4090366 Vase broken with the courier. Redelivery fee for a resend is not required
Invest
Mon. 14 August 2023
Main topic
Bonus content
Materials to get involved in today
Invest
Thur. 17 August 2023
Main topic
Bonus content
Materials to get involved in today
Invest
Mon. 21 August 2023
Main topic
Bonus content
Materials to get involved in today
Invest
Thur. 24 August 2023
Main topic
Bonus content
Materials to get involved in today
Invest
Mon. 28 August 2023
Main topic
Bonus content
Materials to get involved in today
Invest
Thur. 31 August 2023
Main topic
Bonus content
Materials to get involved in today
Invest