C4C Topics

What is missing in this category?

• Address

• Phone Number

• Name

• Email

Scenario: A customer calls in with a ticket number that doesn't match their information. How would you search for the customer's correct profile? (Select all that apply.)

• Email Address

• Phone Number

• Full Name

• Shipping Address

• POP

Is this sufficient enough to task?

• YES

• NO

Before asking an SME or a Supervisor a question, where can you locate unknown information? (Select all that apply?)

• Instruction Manual

• KB/Stonly

• Delonghi Tools/Website

• Still Ask w/o Checking

Answer explanation

USE YOUR TOOLS

What in this image is incorrect?

Where on the website can you find the return address?

• Ask an SME

• Shipping and Returns

• Instruction Manual

• FAQ'S

What are the responsibilities of a frontline agent?

Scenario:

• - Initial interaction: 12/15/23

• - Information Validated & Ticket Tasked 12/18/23

• The customer called in today, 12/21/23 regarding an update

• Would this be considered an escalation?

• Yes

• No

What is the policy for Alaska, Puerto Rico, & Hawaii (Select all that apply)

• Fully Auto/SPECIALISTA

  REFUND if receipt is less than $700

• ALL OTHER PRODUCTS

  REFUND if receipt is less than $130

• Fully Auto/SPECIALISTA

  CUT CORD REPLACEMENT if receipt is more than $700

• Once returned to our warehouse, replace the unit.