How do you customize a box? Setting up a food profile. Skipping, rescheduling, holding & canceling orders. How to find and make recipes.

Quizzes for food categories, food families, recipes, and the website. How well can you recall this knowledge?

Each month a team member will walk us through a digital product - either a new feature, something that’s been updated, or something they would like to dig deeper into. We’ll have lunch together and learn!

We’ll share a weekly customer success story in our team meeting, review 3 excellent tickets and 3 challenging tickets in individual QA sessions.

To stay sharp with our CX toolbox, this quarter we’ll brush up on our Zendesk email and chat tool skills, dive deeper into Stella Connect, and run through some Airtable tutorials.

This quarter’s soft skill focus is how we speak to customers. We’ll share articles on tone, asking questions, and giving answers. We’ll discuss in team meeting!

Who are our customers? How do we approach them differently when they reach out? How do we engage them differently on each channel?

Recall knowledge for processing day, shipping & delivery issues received order questions, and fixing major customer issues.

Each month a team member will walk us through a different customer persona. Who are they, why do they engage with us, and how do we best serve them?

Product quizzes around the website, new foods, and box fill logic.

To stay sharp with our CX toolbox, this quarter we’ll brush up on why personal macros can be a no-go, dive deeper into bug reporting and run through some more Airtable tutorials.

This quarter’s soft skill focus is how we speak to customers. We’ll share articles on tone, asking questions, and giving answers. We’ll discuss in team meeting!

We’ll go through Zendesk’s actual training program for support agents!

Going through Zendesk’s actual training for Chat agents!

Each month a different team member who’s exhibited power user status will walk us through their favorite tools and expert tricks on using them. This quarter we’ll focus on customizing macros for chat and updating Airtable views for yourself.

Product quizzes around the website, new foods, and box fill logic.

We’ll share a weekly customer success story in our team meeting, review 3 excellent tickets and 3 challenging tickets in individual QA sessions.

This quarter’s soft skill focus is team communication, active listening & reading. How do these things impact how we help our customers?

Communicating to and as a team, reporting bugs, and workshopping answers for customers. Remember that we’re working together toward the same goal.

What is the customer actually saying or asking us? How do we marry customer language with our own? How do we convey customer language to other departments?

Are we speaking on brand? Is our language positive even in negative situations? Are we always finding a way to say yes?

Product quizzes around the website, new foods, and box fill logic.

We’ll share a weekly customer success story in our team meeting, review 3 excellent tickets and 3 challenging tickets in individual QA sessions.

What tools do you want to dive deeper into? Let’s set up time for cross-departmental mentorship on data tools, etc.