This is where you'll find anything you need to know about any situation that could arise. Whether it's How do I place an order? or What do I do if a customer has received the wrong beer? you'll find the answer here somewhere! Use the search feature in the top right to quickly find what you need 🙂
This is ONLY for PerfectDraft UK Staff and links should not be shared directly with customers.
Every Contact should be dealt with using the 6 Key CS Values:
- Treat customers how you would want to be treated
- Treat all customers fairly - take their tone out of the equation & get to the bottom of the actual issue
- Respond to every customer like it's the first one of the day
- Provide the resolution you believe is best for the situation - if you make the customer happy in a fair way, we trust your judgement!
- Put the customer at the heart of everything you do - focus on what we can do, not what we can't
- Help your workmates out - remember any conversation could be picked up by anyone else in the team - so make sure they're equipped to pick it up!
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⚠️ If there's anything missing or requires updating, please email in. Include a link to the page & what needs updating, please 😎
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Contents of the CS Agent Guide 🍻
Systems
System Links & Basic Sign Ons
Freshdesk & Freshchat
Magento
PerfectDraft Admin (Beverage Platform)
Phones
eRin
Other Systems
Placing Orders
How to Place an Order
Staff Orders
Tracking an Order
How to Track an Order
Yodel Parcel Statuses
Important Info
Ticket Tags
Discount Codes & Offers
Types of Beer/Quality/BBDs
Correct Pouring & Glass Cleaning
Deleting a Customer Account
Refunding used PerfectDraft Returns
PerfectDraft Warranties
Product SKU List
Box Sizes & Product Dimensions
Admin Tasks
Shipup Notification Tickets
SDR & Late Reports
KR Chaser List
Fulfilment Issues (FFI) List
Feefo Insight Tagging
eRin Parcel Claims
Customer Outcomes
Make It Right
Manager Escalations
Outbound Calls
Returning PD Machines
Klarna Disputes
Useful Contacts
Slack Channels
Who to Contact
External Contacts For Issues
Existing Orders
Finding an Order
Re-Orders
Klarna - OUTDATED
Cancelled Orders
How to Refund
Gift Vouchers
Channel Islands VAT - OUTDATED
Troubleshooting
Philips PerfectDraft - Machines/Kegs/Tubes
Subscriptions - Without Access to the System
PerfectDraft Pro Troubleshooting
PerfectDraft Spare Parts
Repeated Failed Collections
Incorrect Collections
Technology & Website Troubleshooting
Keg Quality Reporting
How it Works
Philips PerfectDraft Machine & Kegs
Keg Returns Process
ABI/MyBud Store
Draft+
Beer Tokens
PerfectDraft Pro Machine FAQ
Trade-in Initiative CS Admin Task - OUTDATED
PerfectDraft Trade
Reviews
PerfectDraft Warranties
Policies, Desk Booking & Other Help 🧑💻
Shift Update - OUTDATED
Key Dates
Desk Booking
I Need a Shift Change
CS Holiday Policy
Sicknesses/Absences
Tips, Tricks & Useful Resources 🖥️