Walgreens New Email Processing
This small 15 question exam will check for comprehension of the Adobe Enhancement given on 09/26/2009. Please make sure to successfully pass the exam by Sept 30, 2009.
- 1.How are the CSAT scores calculated for email?
- A.
The customer would call about the email response.
- B.
Through the survey link in the email template.
- C.
Via word of mouth.
- D.
Through the “ACW” in VCMS
- 2.What is the highest score that a customer can rate us on the 1-9 scale?
- A.
3
- B.
1
- C.
9
- D.
5
- E.
7
- 3.If a customer emails us with only their name and email address and we can find them in the CSC system, can we assist them?
- A.
Yes
- B.
No
- 4.For a prescription status order, what link in the customer’s profile would we click on to gain access to the customer’s prescribing Pharmacy information?
- A.
Rx Order Status
- B.
Read Profile Log
- C.
View Rx Ready Text msg
- D.
Rx Express Pay CC Update
- 5.When making an outgoing call in the VCMS, which field would we place the local store number?
- A.
Internal Call box
- B.
IP Call Box
- C.
PBX Call Box
- D.
External Call Box
- 6.After we speak to the local store, what will populate on our VCMS screen?
- A.
Load Script Box
- B.
VCMS outcome Box
- C.
Chat Screen Field
- D.
Opening Script
- 7.If we are calling the local store for the status of a customer’s photo pick up order, what should we have ready for the Photo Technician.
- A.
Customer’s Phone number
- B.
The time of the email
- C.
Photo order number, Customer’s name & email address
- D.
The customer’s address.
- 8.Can we see Rx order numbers in Intercom Plus?
- A.
Yes
- B.
No
- 9.What should we have ready for a local store pharmacist when they pick up the phone?
- A.
Customer’s Name, Dob, Phone number (Rx number if in email)
- B.
Customer’s social security number
- C.
Customer’s Security Question
- D.
Customer’s Walgreens.com password
- 10.What is harder to convey in an email interaction than a phone interaction? (select all that apply)
- A.
Empathy
- B.
Enthusiasm
- C.
Personalization
- D.
Individuality
- 11.Other than the greeting, how many times should we utilize the customer’s name in an email interaction?
- A.
4
- B.
2
- C.
1
- D.
3
- 12.When apologizing in an email interaction what is very important to remember?
- A.
To utilize personal pronouns to show responsibility.
- B.
To complete the email as quickly as possible.
- C.
To refer to the local store as much as possible.
- D.
To escalate every email that does not have a name on it.
- 13.Is it appropriate to customize the Knowledge Base when you place it in your email interaction?
- A.
Yes
- B.
No
- 14.When you add pleasantries to an email communication, what does it keep the email from sounding like?
- A.
A Novel
- B.
A Newspaper clipping
- C.
An Auto-generated response
- D.
The Comics
- 15.What should we add in the “survey” portion of the email (if it is available) to personalize the communication?
- A.
The Walgreens Brand Name
- B.
The email address of the customer
- C.
The customer’s first name
- D.
The phone number of the customer.
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