Customer Service Problems Quiz: Test!

1. If a Canadian order was placed today with Canadian Ground Shipping what is the guarantee date?

Monday 2/28/2011

Monday 3/7/2011

Thursday 3/3/2011

We do not gaurantee International orders.

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Explanation

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2. If a customer gets very upset because their packge delivery was delayed by weather it is ok to refund the shipping.

True

False

You should try to explain the situation to the customer first. Then if they are still upset start low. Offer only to credit a small portion of their shipping and go up from there if need be.

Explanation

You should try to explain the situation to the customer first. Then if they are still upset start low. Offer only to credit a small portion of their shipping and go up from there if need be.

3. Our customer called to report that they have received an incorrect item. What do you do?

Apologize, do a replacement and have customer ship back the incorrect item.

Tell the customer to return the wrong item. Once we receive it we will send ou the correct item.

Apologize and have the customer ship back the incorrect item.

Have the customer ship back the incorrect item and help them to place an order for the correct one.

You should always apologize first. Second you should do a replacemetn order for the customer. If the incorrect item is under $20 the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

Explanation

You should always apologize first. Second you should do a replacemetn order for the customer. If the incorrect item is under $20 the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

4. If the customer is asking for some sort of discount, 10% an appropriate starting point.

True

False

You should always start low. You have the ability to offer the customer 5% to start with, or a credit back for budget shipping.

Explanation

You should always start low. You have the ability to offer the customer 5% to start with, or a credit back for budget shipping.

5. One of our customers from Puerto Rico received an item in error and we asked that it be returned. How would we suggest the customer return the item?

Offer the customer a flexible return label

Have the customer return through the Post Office

Put in a request for a return shipping label through related work items

Have the customer return through UPS

Puerto Rico is considered International when shipping from and to the Continental United States. There is certain customs paperwork that needs to be in place for the item to re-enter the country. This is why a flex label will not work. You must put a request in for a regular UPS return label through related work items.

Explanation

Puerto Rico is considered International when shipping from and to the Continental United States. There is certain customs paperwork that needs to be in place for the item to re-enter the country. This is why a flex label will not work. You must put a request in for a regular UPS return label through related work items.

6. Our customer got a damaged item that costs $50. What do you do?

Have the customer return the item and when the item reaches us we will send out a new one.

Have the customer return the damaged item and place a brand new order for the new item

You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charage (leave case notes indicating this), and create a replacement order for the item right away.

Explanation

You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charage (leave case notes indicating this), and create a replacement order for the item right away.

7. A customer calls and would like to add an item to their order that was just placed minutes ago. You look at the order the status is already in printed picking. What do you do?

Apologize, and assist the customer in placing an order for the item.

Help the customer to place a new order for the item and give them a credit for budget shipping.

You should use the replace order button to create an additional order. Change the order source to Manual instead of Zero Dollar so that the customer is charged for the item. If the customer complains about paying addtional shipping you can always override the Budget shipping for them so that they are not charged for that(See your handout on adding additional POD items for instructions). By doing it this way you don't have to ask the customer for their billing and shipping information again. As a second option, you can place a new order for the item and credit the customer for the budget shipping.

Explanation

You should use the replace order button to create an additional order. Change the order source to Manual instead of Zero Dollar so that the customer is charged for the item. If the customer complains about paying addtional shipping you can always override the Budget shipping for them so that they are not charged for that(See your handout on adding additional POD items for instructions). By doing it this way you don't have to ask the customer for their billing and shipping information again. As a second option, you can place a new order for the item and credit the customer for the budget shipping.

8. A customer has placed an order for her party.She is getting a scroll for the new baby that is due to be born on March 10th. The customer needs the rest of the items to prepare for the party but the order is held up due to the scroll date, what do you do?

Apologize and let the customer know there is nothing that we can do at this time.

Delete the scroll from the order and help the customer to place a seperate order for the scroll.

If the customer needs the rest of the items to prepare for the party and the order is held up due to the scroll date, the best solution would be to delete the scroll from the current order. This way, the customer can place a separate order specifically for the scroll, ensuring that it arrives on time for the new baby's birth. By helping the customer with a separate order, their needs for both the party goods and the scroll can be met efficiently.

Explanation

If the customer needs the rest of the items to prepare for the party and the order is held up due to the scroll date, the best solution would be to delete the scroll from the current order. This way, the customer can place a separate order specifically for the scroll, ensuring that it arrives on time for the new baby's birth. By helping the customer with a separate order, their needs for both the party goods and the scroll can be met efficiently.