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
Correct Answer
B. Through the survey link in the email template.Explanation
CSAT scores for email are calculated through the survey link in the email template. This means that customers are provided with a survey link in the email they receive, and they can click on it to provide their feedback and rate their satisfaction with the email response. This method allows for direct measurement of customer satisfaction and helps in evaluating the effectiveness of the email support provided.Rate this question:
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- 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
Correct Answer
C. 9Explanation
The highest score that a customer can rate us on the 1-9 scale is 9.Rate this question:
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- 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
Correct Answer
A. YesExplanation
If a customer emails us with only their name and email address and we can find them in the CSC system, we can assist them. This implies that the CSC system contains sufficient information about the customer for us to provide assistance. Therefore, we can respond to their email and address their concerns or queries based on the information available in the CSC system.Rate this question:
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- 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
Correct Answer
A. Rx Order StatusExplanation
To gain access to the customer's prescribing Pharmacy information, we would click on the "Rx Order Status" link in the customer's profile. This link would provide us with the necessary information regarding the customer's prescription status and the pharmacy involved in the prescription process.Rate this question:
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- 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
Correct Answer
D. External Call BoxExplanation
When making an outgoing call in the VCMS, the local store number would be placed in the External Call Box. This suggests that the local store number is considered external to the system and needs to be entered in a specific field for outgoing calls. The other options, Internal Call Box, IP Call Box, and PBX Call Box, do not align with the concept of a local store number and are therefore not the correct choices.Rate this question:
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- 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
Correct Answer
B. VCMS outcome BoxExplanation
After speaking to the local store, the VCMS outcome box will populate on our VCMS screen. This box will display the outcome or result of the conversation with the local store, providing information or updates related to the interaction.Rate this question:
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- 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.
Correct Answer
C. pHoto order number, Customer’s name & email addressExplanation
To provide the status of a customer's photo pick up order, the Photo Technician should have the photo order number, customer's name, and email address ready. These details are essential for identifying the specific order and contacting the customer if needed. The customer's phone number may also be useful for communication purposes, but it is not explicitly mentioned as a requirement in the question. The time of the email and the customer's address are not directly relevant to providing the status of the order.Rate this question:
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- 8.
Can we see Rx order numbers in Intercom Plus?
- A.
Yes
- B.
No
Correct Answer
B. NoExplanation
The answer is "No" because Intercom Plus is a pharmacy software used for managing prescriptions and patient information, not for tracking or displaying Rx order numbers. Therefore, it does not provide the functionality to view Rx order numbers.Rate this question:
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- 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
Correct Answer
A. Customer’s Name, Dob, pHone number (Rx number if in email)Explanation
When a local store pharmacist picks up the phone, we should have the customer's name, date of birth, phone number, and the prescription (Rx) number if it was sent via email. These pieces of information are necessary for the pharmacist to identify the customer and access their prescription records, ensuring accurate and efficient service. The customer's social security number, security question, and Walgreens.com password are not required and should not be shared over the phone for security reasons.Rate this question:
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- 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
Correct Answer(s)
A. Empathy
B. Enthusiasm
C. Personalization
D. IndividualityExplanation
In an email interaction, it is harder to convey empathy, enthusiasm, personalization, and individuality compared to a phone interaction. This is because emails lack the tone of voice, facial expressions, and body language that can help convey these aspects effectively. Without these non-verbal cues, it can be challenging to accurately convey emotions, enthusiasm, and personalize the message to the recipient. Additionally, emails often follow a more formal and standardized format, limiting the opportunity for individuality to shine through.Rate this question:
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- 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
Correct Answer
C. 1Explanation
In an email interaction, it is recommended to utilize the customer's name only once, other than the greeting. Using the customer's name once helps to personalize the email and make the customer feel valued. However, using the name excessively may come across as insincere or robotic. Therefore, it is best to strike a balance and use the customer's name appropriately to maintain a professional and personalized tone in the email.Rate this question:
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- 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.
Correct Answer
A. To utilize personal pronouns to show responsibility.Explanation
When apologizing in an email interaction, it is important to remember to utilize personal pronouns to show responsibility. This means using words like "I" and "we" to acknowledge and take ownership of the mistake or issue being apologized for. By using personal pronouns, it demonstrates accountability and shows that the sender is willing to accept responsibility for their actions. This helps to build trust and maintain a positive relationship with the recipient of the email.Rate this question:
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- 13.
Is it appropriate to customize the Knowledge Base when you place it in your email interaction?
- A.
Yes
- B.
No
Correct Answer
A. YesExplanation
It is appropriate to customize the Knowledge Base when placing it in an email interaction because customization allows for tailoring the information to better meet the specific needs and preferences of the recipient. By customizing the Knowledge Base, the information becomes more relevant and personalized, increasing the chances of providing accurate and helpful solutions to the recipient's queries. This customization can also enhance the overall user experience and improve customer satisfaction.Rate this question:
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- 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
Correct Answer
C. An Auto-generated responseExplanation
Adding pleasantries to an email communication keeps the email from sounding like an auto-generated response. Auto-generated responses are typically impersonal and lack any personal touch or warmth. By including pleasantries, such as greetings or polite phrases, the email becomes more personalized and human-like, creating a friendlier and more engaging tone.Rate this question:
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- 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.
Correct Answer
C. The customer’s first nameExplanation
Adding the customer's first name in the "survey" portion of the email would personalize the communication. This would make the customer feel recognized and valued, creating a more personalized and engaging experience. It shows that the company has taken the time to address the customer by their name, enhancing the overall customer experience and potentially increasing the response rate for the survey.Rate this question:
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Mar 20, 2023Quiz Edited by
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Sep 26, 2009Quiz Created by
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