Walgreens New Email Processing

15 Questions | Total Attempts: 298

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Walgreens New Email Processing - Quiz

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.


Questions and Answers
  • 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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