Customer Service

Customer Service training - Processes & Platforms

Platforms

Zendesk

This is the customer service system. It’s where for all customer service queries are sent including: Direct emails to [email protected], queries from the help centre on the website, Twitter and Facebook.


Log in – Mrs W personal email address

Shopify

An external application for managing the subscriptions. This is linked to Zendesk so you can see their subscription at the side of the query (if they are signed up).

Shopify can be used for finding information about customer orders, subscription types, shipping details and individual order tracking. 

Shopify SMS production app

This can be accessed on the left hand side "Apps" list on Shopify.

From here you can pause or cancel the account, edit the shipping details and manually fulfil additional orders.

NOTE: For address updates they need to be changed in both Shopify and the SMS app to take effect. Make sure that the address update has been done on the account rather than the individual order otherwise it won’t be taken into account for the next order.


Log in – mrs-wordsmith-2

Chargebee

This is where all the payment information is stored. 

An order is triggered with Shopify once payment has been taken in Chargebee so the two platforms work together. 

Discount codes and refunds can be checked, edited and applied here. 

NOTE: Up front payments will show up as ‘Cancelled’ here because that is the only way to ensure that the payment isn’t taken again after the first month – to check if a subscription is actually cancelled or not you will need to check this in Shopify.


Log in - Personal Mrs W Google account

Pre-sale enquiries

Parents

Process

Depending on their query you may need to provide information about: 

  • What is included in a subscription? 
  • What is the age range for the product? 
  • How it can be used for siblings

etc

Macros

10,000 word journey - how long?Buy Items Separately

Reporting

Requestor type: Parent

*Request type: The learning programme/Product

*Sub-category: Other/Product – Age range/Product – Issue/ Product – Pre-sale

Optional: Any feedback for the business: Could be new service if requesting extra workbooks for siblings or new product if asking for children outside of age range. 

Teachers

Process

If they are asking about how the product is used in schools then we can just send the macro with the sample packs

If they are asking about schools partnerships/sending flyers to parents then forward the correspondence to Edd. 

If they are asking about the schools pilot send their details to Fed.

Macro(s)

Teachers – request for sample pack (includes attachments below)School subscription

Reporting

Requestor type: Parent

*Request type: The learning programme

*Sub-category: Learning - use in schools

Mrs Wordsmith - Teachers

Word-Map-Samples

Royal Mail tracking queries

Customer tracking query

If a customer emails to ask where their order is:

- Open up their account on Shopify by selecting their name on the right hand side in Zendesk

- Select the most recent order

- Click on the Royal Mail tracking order (will look something like XH 5456 5434 GB)

- Follow the steps below:

1. Signed for/left with a neighbour

Process

Inform the customer of the date that it was left, the name of who signed for it and a link to the tracking page.

Macros

N/A

Reporting

*Request type: My delivery

*Sub-category: Delivery – Order tracking shipped

2. Shipped, ready for collection at Post Office

Process

This happens if an attempt to deliver the package has been made but no one was in to collect the order. Let the customer know that their order is ready for collection at their nearest Post Office/depot

Macros

Track my parcel – available for collection

Reporting

*Request type: My delivery

*Sub-category: Delivery – Order tracking shipped

3. Tracking page shows the parcel has been sent but has not been received anywhere

Process

We can assume that this means it is in transit. Let the customer know that it has been shipped and should be with them soon.

Macros

Track my parcel – in transit

Reporting

*Request type: My delivery

*Sub-category: Delivery – Order tracking shipped

4. No tracking information but order has been fulfilled

Process

If the information on Shopify says that this order has been fulfilled but there is no information on the tracking site yet. We should let the customer know that it will be on the way shortly. 

Macros

N/A

Reporting

*Request type: My delivery

*Sub-category: Delivery – Order tracking not shipped

Returns

Customer query - returned to sender

If BCQ:

Process

Let the customer know that we will be informed once it has been signed for at the fulfilment centre and then we will reach out to them to arrange redelivery. 

Macro(s)

Return - waiting to receive

Reporting

*Request type: My delivery

*Sub-category: Delivery – Returned – Customer enquiry

If Charlesworth

Follow the Charlesworth return process immediately

BCQ - returned to sender

Follow this process when BCQ (Kieron and Chris) contact us with the list of returned orders by email. 

Process

Access the returns spreadsheet on the CS team Google drive and include the customer information on the first tab. 

Email the customers with returned orders and ask to check their address (If updated make sure to change it on all platforms)

When confirmed update the spreadsheet with the action to be taken by BCQ (e.g. resend, discard) and send the updated spreadsheet back to Kieron. 

Macro(s)

Return

Reporting

*Request type: My delivery

*Sub-category: Delivery – Returned – Agent enquiry

Charlesworth - returned to sender

Process

Input the information in the Charlesworth tab on the returns spreadsheet. 

Check the address with the customer (If updated make sure to change it on all platforms)

Manually fulfil an order, described below. Returned order will go back into stock.

Macro(s)

Return

Reporting

*Request type: My delivery

*Sub-category: Delivery – Returned – Agent enquiry

Free Order Shopify App - to manually fulfil orders

  • Check the address for the customer is correct and check which order it is that needs to be resent
  •  Open their account in the production Shopify SMS app 
  • Click on the email address of the customer
  • At the bottom of that page there is a drop down list of V2 and V3 products. Select the one you want to resend and press "Create order"
    • NOTE: There is no confirmation page after this so please double check that it is the correct product before pressing create 
  • The next page will show a link to a new tracking number and the order will be sent to fulfilment with the next day's regular orders. 

Requests to return product

Faulty product

1) Offer replacement

2) Offer discount to keep the item if functional

3) Offer refund (the customer can keep the product if there is digital proof the product is faulty)

*If customer escalates, go from 1 to 3

Customer has changed mind/does not like product

Ask the customer to return it in the state they received it and once we have received it we can process a refund. 

*If customer escalates, we may refund the customer for any return fees

Prices and discounts

Price difference V1>V3

Process

The price for the product has dropped for V3 compared to V1. Some customers have queries about this/complaints about why they paid more for their product. Send the macro 'Complaint about price difference' which includes all the relevant information. 

Macro

Complaint about price difference

Reporting

*Request type: Pricing

*Sub-category: Other

Refunds

Refunds need to be processed in Chargebee

*Note about chargebee – upfront customers’ accounts will appear ‘cancelled’ as this is how they are not charged each month. To check if an account is cancelled or active you would need to check the order in Shopify*

Process

Access the customer account in Chargebee and select the invoice number at the bottom of the page that needs to be refunded. 

Select 'Refund' on the right hand side of the page. Refunds can be any amount up to the full cost paid.

Select a reason from the drop down list to provide a reason why the refund was done. Please also include a note to include information (e.g. Discount code did not work, faulty product etc)

Macros

N/A

Reporting

Varies depending on the reason for refund. 

Tags

Refund

Discount

Process

Customers sometimes either have an issue with the discount code or they see it but forget to apply it. If they can name the discount code we have confirmation that they have seen the code so we can honour that and apply it on their behalf. This can be done in Chargebee on the right hand side under 'Coupon'

If there is a problem with the code then we will need to escalate that to the tech team (Paul and Sam) to find a resolution and generate a new code. 

If they should have used a code but signed up already then an refund should be processed for the additional cost that should have been discounted. 

If a customer asks if there is a discount and we do not have one available then we should tell them we have driven the cost down from what it was before and that it is now only £19.95 per month

Macro(s)

Discount code doesn't work - waitExtra discount codeDiscount claim - not available


Reporting

*Request type: Discounts

*Sub-category: Discount - claim


Change to billing details

Often we will get this query when someone has had a declined payment. We should let the customers know that they can update their information themselves on their account on the website. 

Invoice requests

Schools often do not have the ability to pay by card or PayPal and require an invoice either to complete the payment or  for VAT/receipt purposes after payment. 

We need to ask for a contact name, address and the amount of subscriptions they want to purchase. This information should then be sent to Leon to raise the invoice and then sent back to the customer once ready. We should remind the customer to inform us when the payment has been made so we can set their subscription up for them. 

Product queries

How to use the product

Instructions are sent electronically once the subscription has been sent out however we do still sometimes get requests from people asking how to use the product. When this happens it  first send the instructions again (shown to the right here) and offer to provide more information if they are still not unsure. 

If their query is about one specific part of the product then just pick the relevant information from the instructions. 

Instructions

  1. Binder - your ultimate reference tool Your child will receive a beautiful, durable binder so they can keep all of their new words in one place. It is organised by theme - character, setting, weather etc. Each month, your child will collect more words, until they have the biggest collection of storytelling vocabulary on the planet, to be referred to over and over again. 
  2. Workbook - a word a day visual map Do one map every day. Just 60 seconds a day will help your child achieve a bulging vocabulary. Our word of the day, one-minute maps bring context to vocabulary and make it easy to pair words, so that your child can start using them the right way. Simply draw lines on the map to connect the words that work well together such as ‘bulging eyes’ or ‘bulging wallet’. And circle the synonyms. It’s easy! And it’s based on research and data. So it works. 
  3. The Big Fat Hairy Card Game - learn through play There are 10,000 better, more descriptive, words than big, fat and hairy! Practice the word pairs you learned in the map, with this addictive family card game. For example, you’ll repeat pairings such as ‘blundering fool’ and ‘blundering politician’. Don’t forget to ask your children to say ‘blundering politician’ out loud when they play their hand.

    Three new tools to teach your child all the words they need to know, but won't be taught at school. #10000wordjourney.

What comes next/The full 10,000 word journey

Process

As we currently only have one set of 6 months ready we often get queries from people asking if this is the full product/What will come next/How many of the 10,000 words have they received already? 


*Always encourage people to sign up to our newsletter by putting their email in at the bottom of the home page https://www.mrswordsmith.com to hear about future products.

Macros

10,000 words Journey - How long?

Specifically: ...250 new words a month, and 1,500 words at the end of the initial six-month subscription.

We are currently working on the rest of the programme, so this is only the first step of this 10,000 Word Journey. As this is still work in progress, I can't tell you much more about it at this stage, but we expect the 10,000 word journey to cover 36 months - or 6 six-month subscriptions. We are starting with Narrative Words, but will add subscriptions to cover The Early Years, Persuasive Words, Growth Mindset Words and more.


Reporting

*Request type: The learning programme/Product

*Sub-category: Other/Product – Age range/Product – Use

Optional: Any feedback for the business: Could be new product if requesting other age ranges/subscriptions

Different versions

Process

A customer that has either had an earlier product or has seen a friend/family member with the old product will sometimes query why we changed the product or why they have not received something that was included in the earlier versions.


* If they are really unhappy about the new format even after being sent more information forward to Sofia

Macros

Complaint new version - same wordsComplaint on new workbook formatProduct format change - Customer was expecting V1Why try V3?

Reporting

*Request type: Your products

*Sub-category: Other/Product – Use

Sample/trial requests

Process

We do not offer samples or trial products. 

If a school asks for these then we can send the digital word map and document explaining how teachers can use the current product. 

If a parent asks for a sample we should explain that we do not offer that but if they sign up to the monthly subscription they can cancel any time so it's a great way to test the product without committing to the full payment. 

Macros

N/A but can take this section from 'Teachers - request for sample pack':

"A great way to test the subscription before committing long term is to sign up to our monthly subscription, which allows you to cancel at any point during the journey. We are sure you will love the programme, but perhaps you are more comfortable with this option (£19.95/mo)."

Reporting

*Request type: Subscriptions

*Sub-category: Other


SEN

Process

We cannot claim to be an SEN specific product therefore we should be careful with how we answer these queries. 

Responses should focus on the images being bright, engaging and fun. 

e.g. "The short chunking of information (a word a day taught with an exercise which only takes a few minutes to finish) makes our programme feel like fun rather than work."

"For children with poor working memory it helps to repeat the words - our cards and reference folder offer plenty of opportunity for repetition."  

We can talk anecdotally about receiving positive feedback from previous customers using the products with SEN children. 

Macros

N/A- can use the FAQs instead

Eva and Dianne are helpful contacts to advise on what we can and cannot say in response to these questions

Reporting

*Request type: The learning programme

*Sub-category: Learning – SEN

What is included?

prices and product

Delivery

International

Up front shipping

Cancellations

Cancel/Pause subscription

Process

If a subscription is cancelled then they cannot get back to where the were if they want to restart the subscription. Therefore we always encourage customers to pause rather than cancel

Macros

Subscription - Wants to cancel > pauseCancelation - subscription already reached the endCancellation - request for feedback

Reporting

*Request type: Subscriptions

*Sub-category: Subscription - cancel

 

V1 subscription paused then restarted

Process

There is no more stock for V1 months 1-4 at BCQ. Anyone who has followed through with their subscription with no breaks will now be past this stage but if anyone has paused and then restarted their subscription then they will not be able to have their order fulfilled if they restart. 

If BCQ contacts you to say they have received one of these orders then instead we should encourage the customer to sign up to V3. The outstanding money for their first subscription should be refunded and a loyalty discount code provided.

If they do not want to move onto a V3 subscription we will have to fulfil the order from the remaining stock in the office.

Macros

Information on the product

Why try V3

Reporting

*Request type: The learning programme/Product

*Sub-category: Other

Account details

Changes to account details

All of the systems we have interact with each other but not always that smoothly. For that reason if a customer wants us to update their account details (e.g. address, email address, name on parcel etc) then we need to make sure we do this on all platforms (Shopify, SMS, Chargebee)

Make sure to change the details on the person account not on the individual order or the future orders will be sent to the old details.