LT PKT May 2024

"I received my children's sibling pictures and one of my children is cropped out." What is the best Look number for this customer?

• Look 1226

• Look 1227

• Look 400

How long does a customer have to wait for feedback after filling a research request?

• 2-3 business days

• 48 to 72 Business Hours

• 3-4 weeks

"I'm trying to order for my child's class picture and it's not letting me do that on the website. Picture day was last week." What is the best resolution for this customer?

• Fill a flypaper for the error on the website

• Run a class picture order form macros for the customer

• Do an order for this customer on CSP

You are processing a digital package adjustment and when you click finalize orders in cart, you can only see the email and phone number option. What step may you have missed?

• Changing ship to instructions from account to customer.

• None

• Entering adjustment instructions

What happens when a refund does not process on CSP?

• Fill in a Customer Request

• Fill in a Refund Request Specialty Flow

• Fill in a Research Request

A customer would like to schedule a picture with Lifetouch for the first time. The best resolution is?

• Provide territory number for the customer

• Fill in RR for school representative requesting information

• Fill in a sales lead form

Yearbook customer calls in requesting a refund. The best option is?

• Process refund for the customer

• Advise the customer to go to ybpay website and chat

• Transfer to yearbook escalations

"I received a gallery access code on my email and it does not work on mylifetouch.com website." The best resolution is?

• Fill flypaper for website issue

• Guide customer on Photoday website

• Provide a Portrait ID and Access Code for the customer

"I prepaid for my pictures using the $35 credit option on Photoday but my son did not attend picture day. I want my refund." The best resolution is?

• Do a refund request specialty flow

• Provide full refund on CSP

• Do a refund macros

"I am a school representative and we received insufficient flyers at the school." The best resolution is?

• Transfer to a supervisor

• Fill in a research request for Action that NCC cannot fulfill

• Fill in a Sales Lead form