laura's cs training refresher
TRANSCRIPT
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CS TRAINING REFRESHERMarch 1, 2011
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INTRODUCTION
Existing items S/R issues Bulk ordering Fraud orders
New stuff Floor feedback Project template
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S/R ISSUES- 1
Detailed notes
Undeliverable cases Assign to Operations
File claim with distributors Refund customer once process is completed
Correct
Incorrect
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S/R ISSUES- 2
Adding in line items
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S/R ISSUES- 3
Finding closed issues Refer to the book instance #
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BULK ORDERING
1. Customer needs 3+ copies of a book2. CS sends request to
[email protected] Internal use only! Not to be given to customers
3. Ops replies with verdict4. CS helps customer
1. How many orders2. How to return3. Responsibility of cardholder
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FRAUD ORDERS
General fraud rules Email is for internal use only Always defer to fraud team
Do not reveal fraud status to customer
Customer contacts CS and asks about: Canceling (whole order or book) Modifying (address, books in order) Order in general Someone else using their credit card
Send info to fraudsquad@bookrenter
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FLOOR FEEDBACK
To communicate problems to other departments
Record incidents of 3 or more Email CSmanagement Describe problem # of cases noticed*
Note at least 1 Right Now ticket or order # *Exception is for bad listings, only need 1 example
Will help: Quantify problems Stop problems early on Fellow Student Support Specialists
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FLOOR FEEDBACK PAGE
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PROJECT TEMPLATE
Roll up tool for running a project Organize
Project’s goal Steps needed to complete and from whom
Track Notes on progress Details on who helps
Score How did pieces come together Breakdown by department
Share Easy to read breakdown Post onto wiki
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EXAMPLE