Course curriculum

  • 1

    1. CRI Genetics Orientation

    • Welcome to CRI Genetics Orientation!

    • An Overview of Who and What We Do

    • CRI - The Six Pillars

    • Resources
  • 2

    2. Types of CRI DNA Tests

    • Types of CRI DNA Tests

    • Why Choose CRI Genetics?

    • The Complete Process

    • What's in the DNA kit?

    • Ancestry Background Test

    • Ancestry + Health

    • MtDNA (Maternal Haplo)

    • YDNA (Paternal Haplo)

    • Haplo Famous People (Celebrity)

    • How Does The 8 Week Efficiency Guarantee Work?
  • 3

    3. CRI Code Of Conduct

    • Code of Conduct

    • Definitions of CS Code of Conduct

    • Active Periods for Corrective Action

    • Performance Management Process

    • Customer Service Attendance Policy

    • Reliability Reporting

    • Scheduling of Leave Requests

    • CRI Schedule Bidding

    • Infractions: Behavior, Theft, Contact Avoidance, Insubordination
  • 4

    4. Customer Service 101- Basics

    • Customer Service 101

    • The Imperatives of Good Customer service

    • How to Achieve Greats CSAT's

    • Empathy

    • Business English
  • 5

    5. Complaint and Bad Reviews

    • Complaint Handling

    • Complaint Labels

    • Handling Bad Reviews
  • 6

    6. Tools: One Shopping Cart

    • Essential Tools: 1SC

    • 1ShoppingCart - How to login

    • 1ShoppingCart - How to check for order details

    • Modify Shipping Address 1SC

    • 1ShoppingCart - Refunded Explained

    • 1ShoppingCart - Refunded Offline Explained

    • 1ShoppingCart - Voided Explained
  • 7

    7. Ultracart

    • Copy of Introduction

    • Copy of How to login

    • Copy of How to Search Orders

    • Copy of View Order Details & Resend Receipt

    • How to Process an Order

    • Sales Verification *Updated

    • Bulk Order Processing

    • Copy of Ultracart Guide

    • Copy of Final Points
  • 8

    8. Tools: Sales Force

    • Sales Force

    • Service Cloud - How to log in and log out

    • Service Cloud - How to create a case

    • How to Assign a case to yourself

    • How to create custom list view for your cases

    • How To Work On Existing Tickets

    • How To Respond

    • Service Cloud - How to stage status

    • More information on case stages

    • Sales Force Lables

    • Missing Reports, Return Lables, Unrecognized kit tracking

    • Email Macros

    • Manual Orders - Replacement tracker
  • 9

    9. Tools: Deposco

    • The Complete Process

    • Essential Tools: Deposco

    • Deposco - Login

    • Deposco - Order Tabs Information

    • Deposco - Access Order

    • Deposco - Order Tracking

    • Finding the kit number

    • Deposco - Adjust Quantity

    • Cancelling An Order

    • Check The Tracking

    • International Shipping

    • Providing A Status Update

    • Deposco - Manual Order

    • Replacement Processing
  • 10

    10. Tools: DNA Portal

    • What Is CRI Genetics?

    • DNA Tests Procedures and Stages

    • DNA Portal

    • The Registration Process

    • How to add a kit

    • How to pull up an account

    • How to update customer's information

    • How to update username and email

    • DNA Test Stages

    • Checking Customer Test Status

    • How to view reports

    • What services do we offer?

    • Self Service - Add a kit

    • Resetting the Password

    • How to Update CS Portal Status

    • Customer Service Status (Portal)
  • 11

    11. (Day 2) - Customer Service 101

    • Building Rapport

    • Active Listening

    • Clear Communication

  • 12

    12. Tools: Ring Central

    • Ring Central

    • RingCentral - How to login and logout

    • Case Logs - Ring Central SF Integration

    • How to log in to RingCentral SalesForce and how to configure settings.

    • RingCentral - How to see your profile and change status

    • RingCentral - How to use hold, mute, transfer buttons

    • RingCentral - How to change phone numbers for outbound calls

    • RingCentral - How to listen to recorded calls

    • Log Calls, and Create a new case to your Call Disposition (No Existing Contacts in SalesForce)

    • Logging A Call

    • Video: Logging A Call

    • Case Logging - More Detail

    • Voice Mails

    • Reminders
  • 13

    13. Process- Escalations

    • Call Escalations Transfer

    • How to transfer to Escalations/Retentions team
  • 14

    14. Call Refund Process

    • The Step by Step Process of Call Refund
  • 15

    15. Scorecard and Performance

    • How can you reach your goals?

    • Training KPI's and Stats

    • Scorecard and Performance

    • Performance Bonuses
  • 16

    16. Email - QA

    • Email QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion
  • 17

    17 Call QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion

    • QA Discussion