KC 47 - POD 1

We have added a policy for Anshar. If a customer requests a Grooming Ebook or Ebook of any kind please apologize for any confusion and let them know we no longer offer the Ebook. Then please issue a __% refund of their order. This information has been updated in the Warranty Document as well.

Tags

ANSHAR

Brilliant Beauty: What item/product should we provide the outstanding customer requests for refill pads?

• Full Curler

• Tweezer

• Flat Iron

Tags

Brilliant Beauty

Harperton Direct: please choose the correct response when a customer reaches out about the 20% off code from the packaging insert.

• Great to hear from you! Thank you for reaching out to us and for choosing Harperton. It means a lot to us. We are so excited to hear your feedback soon! For your Coupon Code, I’ll be more than happy to send you one. Can you please confirm your shipping address? Once I have this, we can start working on fulfilling your code. Let me know if you have any questions or need any help. We are looking forward to hearing from you soon

• Great to hear from you! Thank you for reaching out to us and for choosing Harperton. It means a lot to us. We are so excited to hear your feedback soon! For your Coupon Code, I’ll be more than happy to send you one. Can you please confirm your full name? Once I have this, we can start working on fulfilling your code. Let me know if you have any questions or need any help. We are looking forward to hearing from you soon

• Great to hear from you! Thank you for reaching out to us and for choosing Harperton. It means a lot to us. We are so excited to hear your feedback soon! For your Coupon Code, I’ll be more than happy to send you one. Can you please confirm your order number? Once I have this, we can start working on fulfilling your code. Let me know if you have any questions or need any help. We are looking forward to hearing from you soon

Tags

Harperton Direct

Select all applicable and correct warranty procedure for Soft Touch

• If the customer contacts us directly, reps can replace without return without COA approval if the customer is not satisfied/unhappy with the product up to 6 months.

• If the customer contacts us directly, reps can replace without return with COA approval if the customer is not satisfied/unhappy with the product up to 6 months.

• After 9 months, refunds are handled without return on a case-to-case basis. Reps must contact COA for assistance and approval prior to offering a refund

• After 6 months, refunds are handled without return on a case-to-case basis. Reps must contact COA for assistance and approval prior to offering a refund.

Tags

Soft Touch

TRUE or FALSE EE-ZY

Customer Obsession PHL are approved to honor the lifetime warranty one time if the product malfunctions or breaks. After the first replacement, reps must contact COA or BM for assistance and approval prior to processing an additional replacement.

• True

• False

• MAYBE

Tags

EE-ZY

True or False: "We can create a one-time coupon code."

• True
• For some brands only
• False

A customer asked thru Facebook about the availability of an item. The item is both available on Amazon and in Shopify. Which link should you give to the customer?

• from Shopify

• from Amazon

• Both

Answer explanation

When replying to Facebook and Instagram comments please be sure we are pointing the customer to our DTC site when necessary.

PRISM: Which Monday.com form will you add this "Buzzfeed is writing about the "top ten car vacuums".

• TV/Podcast Request Form

• Sponsorship Request Form

• Affiliate Request Form

• PR Request Form

Answer explanation

An affiliate is typically a large publishing site that writes third-party commerce reviews, an example would be Buzzfeed writing about the "top ten car vacuums".

Scenario: The customer emailed you asking for the instruction manual of the product he bought last week. Which sub-reason should you choose for Product Question - Post Purchase?

• How to use the product

• Free Gift

• Order Received

• Care Instruction

Answer explanation

Tag: How to use Product

Troubleshooting; how-to instructions, user manual or installation request; product-specific questions (exact dimensions)

Scenario: The customer emailed you to inquire about the missing freebie of the product he bought last week.

Which sub-reason should you choose for Product Question - Post Purchase?

• Extra Item

• Free Gift

• Order Received

• Survey Response

Answer explanation

Tag: Free Gift

Customers following up on free gifts that are supposed to come with their order, missing gifts, partial gifts received (eg, Free Roller - Vybe, Free Bottle - Tweezer Guru, Free Charger - Hussell)