CS TRAINING REFRESHERMarch 1, 2011

INTRODUCTION

Existing items S/R issues Bulk ordering Fraud orders

New stuff Floor feedback Project template

S/R ISSUES- 1

Detailed notes

Undeliverable cases Assign to Operations

File claim with distributors Refund customer once process is completed

Correct

Incorrect

S/R ISSUES- 2

Adding in line items

S/R ISSUES- 3

Finding closed issues Refer to the book instance #

BULK ORDERING

1. Customer needs 3+ copies of a book2. CS sends request to

bulkorder@bookrenter.com Internal use only! Not to be given to customers

3. Ops replies with verdict4. CS helps customer

1. How many orders2. How to return3. Responsibility of cardholder

FRAUD ORDERS

General fraud rules Email is for internal use only Always defer to fraud team

Do not reveal fraud status to customer

Customer contacts CS and asks about: Canceling (whole order or book) Modifying (address, books in order) Order in general Someone else using their credit card

Send info to fraudsquad@bookrenter

FLOOR FEEDBACK

To communicate problems to other departments

Record incidents of 3 or more Email CSmanagement Describe problem # of cases noticed*

Note at least 1 Right Now ticket or order # *Exception is for bad listings, only need 1 example

Will help: Quantify problems Stop problems early on Fellow Student Support Specialists

FLOOR FEEDBACK PAGE

PROJECT TEMPLATE

Roll up tool for running a project Organize

Project’s goal Steps needed to complete and from whom

Track Notes on progress Details on who helps

Score How did pieces come together Breakdown by department

Share Easy to read breakdown Post onto wiki

EXAMPLE