ot gifts support training

Customer Support Training


Let’s get started!

Training Overview

Welcome to the Customer Support training! Throughout this document, you will encounter the following symbols, which are used to mark different types of information:

Guiding questions: These questions will prepare you to look for the critical big ideas in each section.

Core knowledge: This material is the “meat” of the section, the “stuff” you’re to learn.

Activity: These are quick, engaging bits in which you’ll explore a concept or skill and build rapport with your trainer and the rest of your class.

Role-play: These sections give you the opportunity to practice skills or use knowledge you’ve just learned in a realistic way.

Games & media: These are larger activities or media presentations designed to help you review material you’ve learned.

Review: The guiding questions for each section are restated here, giving you a chance to review the most essential knowledge of each section.


Table of Contents

SECTION 1: INTRODUCTION TO OPENTABLE GIFTS..........................................4

SECTION 2: MERCHANT SETUP / INSTALLATION..........................................5-19

SECTION 3: ZENDESK BASICS...................................................................20-32

SECTION 4: OPENTABLE GIFTS CUSTOMER SUPPORT................................33-42

APPENDIX: INTEGRATED GIFT CARD SYSTEM SETUP...................................1-40

Guiding questions

· What is OpenTable Gifts?· How is OpenTable Gifts sold to merchants?

Core knowledge

OpenTable Gifts

The OpenTable Gifts service (previously “Treatful”) is an e-commerce restaurant gift certificate service. It allows diners to purchase Gifts that are emailed to the recipient and can be redeemed using the certificate number, by printing the gift certificate, or via smart phone.

OpenTable Gifts allows OpenTable merchants to promote their restaurants through a simple, user-friendly gift certificate program on their own websites as well as on the OpenTable Gifts website. Merchants are able to meet consumers’ needs in a way that is also easy and straightforward for them utilizing their existing Point of Sale (POS) systems.

How is OpenTable Gifts sold to merchants?

It will help you serve new and existing merchants if you have a better understanding of the sales process. The sales team members begins by finding out whether the restaurant uses paper gift certificates or if they have a plastic gift card system. Determining whether or not the restaurant’s system is integrated or non-integrated is also important.

The sales team will emphasize to restaurant’s the interoperability of OpenTable Gifts with their existing system—whether integrated or not. Based on the system the restaurant is currently using, the sales representative will recommend one of three options (OpenTable Gifts merchant, integrated merchant, or non-integrated merchant—these will be described more fully later in the training).

OpenTable Gifts is only promoted to restaurants that are current OpenTable customers. That means that new OpenTable Gifts merchants should already be familiar with OpenTable. However, we will enroll non-OpenTable restaurants if they are part of a restaurant group that uses OpenTable.

Merchants are not given extensive information or instructions about OpenTable Gifts. They are told that customer support agents will provide training after the account is established. As a customer support agent working with new merchants, you will provide them with their most extensive training about how to use the service.

Review

· How might understanding the sales process help you support new merchants?


Section 1: Introduction to OpenTable Gifts

Guiding questions

· What systems will I use to complete a new merchant installation?· How do I find and upload high-quality images for the merchant

profile?· What is required before a merchant can go active on OpenTable

Gifts?· After I've completed the profile, is there anything else I need to do?

Core knowledge

Pre-Setup

Search Django to see if the merchant has already been created. If yes, select it to edit. If no, select "add merchant" create a new merchant profile.You will use ROMS and CHARM to access all the information you need to add to Django in the installation process. The crash.opentable.com.ot/links/ website will give you access to both ROMS and CHARM. Use the Restaurant ID (RID) number to access the merchant’s account information.

The following sections are presented in the order in which they appear in Django. As you become more familiar with the process of creating merchant profiles, you may find that it works better for you to collect all images (logos, food pictures) at the same time.

Basic Info

Category: Always set to “Restaurants.”

Name: Cross-check the restaurant’s website, the merchant contract, Yelp, and Facebook to figure out what the exact name of the restaurant should be. (e.g. nopa vs Nopa vs Nopa Restaurant vs Nopa Restaurant & Wine Bar, etc.). Do NOT include locations for groups (i.e. Il Fornaio – San Francisco).

Website URL: Copy and paste the homepage of the restaurant's website. Do NOT include any extensions (e.g. index, default etc.).

Logo: Search the merchant's website and Facebook account for a logo. Copy the image and paste it into GIMP. If no image file is available, use Jing to take a screenshot of the logo, then paste it into GIMP. Use the Color to Alpha option to remove the background color.


Django URL - gifts.opentable.com/adminEnter your @opentable.com email as the usernamePassword is unique to Django

Django does not have an auto-save function.

Click on “save and contunue editing”

regularly to save your work.

Use IE for ROMS and CHARM. Use Chrome for the

merchant’s website,

Facebook, Twitter, & Salesforce.

Django won’t let you save URLs or emails if

there is an extra space or any other

problem that renders it invalid.

Section 2: Merchant Setup /

http://www.treatful.com/admin

Core knowledge

Guidelines for logos:• If possible, include the name in the logo• Logos on a white background need to be made transparent• Crop logos so that the image is landscape oriented (width is greater

than height)• Logos should be scaled to 260 x 100 pixels• Logos must be saved as x_logo.png so that the image will not be

altered in Django

When you have made all the changes to the logo, export the file (rather than saving it) to a folder on your computer. When you export, adjust the quality down to 80 (approximately) so that the file size is not too large. In the export process, a dialog box will prompt you to save different elements of the file. Select ONLY gamma and resolution.

Location Cross-check restaurant’s website, new merchant contract, Yelp, and Facebook to determine the exact address of the restaurant. Abbreviate Street, Avenue, etc. whenever possible.

Purchase Page StylingBackground Color: Take a screenshot of the background color of the restaurant’s website. Open in GIMP and use the color selector (eye drop tool) to determine the hexadecimal color code. Enter this value as the Background Color.


It works well to export the images to a folder for the merchant using

its RID and name.

When gathering logos and images,

always try to find the best image possible, but don’t spend too much time on the

process.

Core knowledge

It is a good idea to always have a value in this field in case of problems with your image loading.

Background Image: Right click on the image / background color and choose "Inspect Element." This will reveal HTML data. Choose the "Resources" tab and then the "Frames" folder to find the images included on the page. This is usually your best source for high-quality images and logos. Select the image you want, right click on the image and select "Open image in new tab." Then right click on the image that opens and select "copy image." Then paste the image into GIMP. After making any changes the image requires, export it as a JPG.

Tips for background images:• File size should be under 200K.• Repeat X repeats the background image horizontally• Repeat Y repeats the background image vertically• No Repeat must be selected if you want to also select "stretch"• Background position allows you to set the alignment of the

background image so that it appears seamlessly on the purchase page

You will need to decide the best way to display the background image. If it is a small image, you will need to have it repeat (either horizontally or vertically). If it is a large file, but not the exact dimension of the screen, you will need to stretch it to fill the screen.

Additional InfoTwitter ID: Copy and paste Twitter ID. Do not include the “@” symbol.

OpenTable url: Copy and paste OpenTable link (restaurant profile naturalized url) via CHARM (crash.opentable.com.ot/links/)


Django has a “View on Site” tool that allows you to see how the

profile page will look when it is active. This is helpful as you make

decisions about background color, image, logo, etc.

Remember:Set quality to “80”

(or less, if necessary) to

reduce file size.

Core knowledge

OpenTable RID: Copy and paste Restaurant ID (RID, in SFDC)

OpenTable ROMS ID: Copy and paste the ROMS ID (in SFDC).

Menu file: Nothing needs to be done in this section

Description: Copy and paste the OpenTable profile description in CHARM. Be sure to remove all HTML references (such as <br>). If no description is available, search the restaurant’s website and Facebook profile page for a description. If nothing can be found have the restaurant create a description. Although not ideal, we can publish a merchant without profile information.

Notes: Leave blank.

Visible: Check the Visible box once a logo is uploaded. This makes the restaurant visible (but not active) on the OpenTable Gifts site.


Core knowledge

Active: Check the Active box once a restaurant is ready to start selling Gifts (bank account information is entered, admin users established, etc.). A restaurant can be also be active but not visible on OpenTable Gifts’s website. This just allows the restaurant to sell Gifts from their own website.

Search Info Price: Sets the price range for the merchant. This information comes from OpenTable/Dinner Menu. In Django:

$30 and under = $$ $31-$50 = $$$ $51 and over = $$$$

Cuisine: Sets the cuisine type, taken from the OpenTable profile

Good Fors: Select the most frequently referenced "Good Fors" in OpenTable diner reviews. Try to put 3 Good Fors per merchant (no more than 6).

Awards: Check OpenTable profile page and Michelin guide online and add any awards to the profile.

Dollar Amount Gift Parameters

Generally, you will NOT make any changes to the default values in this section. These values only need to be changed for "$" and "$$$$" restaurants, which are both rare. The values for all dollar amount levels are listed below.


Minimum Amount Maximum Amount Default Amount Increment Amount

$ 10 100 20 10

$$ 25 250 100 25

$$$ 25 250 100 25

$$$$ 100 500 200 25

Core knowledge

Fee StructureIn the new merchant contract, the rates for “Merchant Sourced Fee %” and “OpenTable Gifts Sourced Fee %” are provided. The Merchant Sourced Fee is the percentage the merchant is charged when the OpenTable Gifts certificate is purchased from the merchant's website. The OpenTable Gifts Sourced Fee is the percentage the merchant is charged when the certificate is purchased from the OpenTable Gifts site. You only need to enter values in the bolded fields of this section. Generally, the Merchant Sourced Fee is 5% and the OpenTable Gifts Sourced Fee is 15%. But always check the contract to verify these values.

The Credit Card Processing Fee (2.5%) is generally paid by the merchant. Check this box at the bottom lefthand corner of this section unless the contract specifies otherwise.

Gift Card SystemIf an OpenTable Gifts merchant (i.e. NOT an integrated or non-integrated third-party client): click the green plus sign and press save when the “Add Gift Card System” window pops up.


Core knowledge

The Start ID defaults to "1" and that is generally correct. The contract will indicate if a different Start ID should be used.

If the merchant has requested the text message system, click to show the SMS users when the window appears. Enter the 10-digit phone number and the corresponding name.

If a non-OpenTable Gifts / third-party merchant: click the green button, select “Use Preallocated IDs,” and press save. The process of fully establishing the arrangement between the restaurant, OpenTable Gifts, and the gift card processor requires ongoing communication and can take up to several weeks to complete. Each integrated and non-integrated system has its own protocols for setting up the Gift Card system; these instructions are included in a separate portion of this document.

BANK INFORMATIONBank information will be sent as an open S/R task in the S/R history section of ROMS.

The reason for the call will be listed as "OpenTable Gifts ID" and it will generally be sent by Alina Woo. Click on the S/R number to open the communication. Then add the following information to the Bank Information section in Django:

Name: Enter the restaurant name


If the merchant is part of a larger group of restaurants

that can have gift cards used across locations,

select the pre-existing Gift Card System (i.e., click on the drop down menu and

type the name of the system until it appears).

Core knowledge

Entity name: Will be provided by Finance (vendor ID)

Account #: Last 4 digits of bank account number

Once you have added this information to Django, close the S/R. Click on "Add New" and type "Entered in Django" in the text box, then click "Add Resolution." The page will refresh at that point and you need to click on "Close S/R."

If no S/R task exists, update the OpenTable Gifts Backlog document (in Share Point) to show that you are waiting for bank information. You should also contact Alina to find out what is causing the delay.

IMAGESCheck the restaurant’s website and/or Facebook page for a photo gallery. Search the albums for high quality, clear images. Download the four best pictures. At least one picture must be horizontal / landscape oriented (or, alternately, one vertical image that you can crop to horizontal specs while keeping most of the picture’s subject intact). You can right click on images (copy image, then paste in GIMP) or by accessing the file through the "Inspect Element" tool (described above).

Scale the pictures to a width of 580, or, if that causes the height to fall below 353, scale the height to 353 instead. Export the image as a jpg. The file name should include the RID #, "TR" and then a description (e.g., photo 1). For example: 831009 TR photo1.jpg

Final file size should be less than 100k (set quality to approximately 80).

If the image is vertical and can’t be scaled / cropped without distorting the image significantly, leave the image in its vertical form and upload it to any position other than the first image.

Upload the four images to Django and indicate display order.


You will get an error message if you have

not indicated a display order for the

pictures.

Select the crop dimensions and then

you can move the crop box so that you capture

the best part of the picture. Then use “Crop

to Selection” in the “Image” menu to

complete the crop.Pictures of food are best, and

pictures should not include

people.

ADMIN USERSTo create admin users, visit https://gifts.opentable.com/merchant-user-admin.

Copy and paste the user’s email as the Username.

Make the password everything before the “@” symbol of the email address, e.g. (support@OpenTable Gifts.com would have the password “support”).

Copy and paste the user’s email into the email address field.

Enter the First and Last names as provided in the OpenTable Gifts Service Agreement (part of the signed contract, located in Salesforce). If no first or last name is given, enter the first name as “[Restaurant] Staff” (e.g. Buttermilk Channel Staff, the girl & the fig Staff, etc.)

Refresh the admin page (or click "Save and Continue Editing"). Select the newly created users and assign their permissions as detailed in the spreadsheet.

Django requires that at least one person is always set up to receive sales emails. If you need to change the admin who receives sales emails, first add the new user with appropriate permissions. Only then can you delete the former admin.


It causes all kinds of trouble if you

delete the previous admin

before adding the new admin. So

don’t do it!

In Django, you can check on previous transactions for a

given merchant by clicking the

“History” button in the upper

righthand corner of the screen.

You must be logged into the Django

system to access this.

mailto:[email protected]

https://gifts.opentable.com/merchant-user-admin

https://gifts.opentable.com/merchant-user-admin

Core knowledge

For users who don’t need a login but who will receive emails, don’t create a merchant user admin account. Instead:

To add people who will receive sales emails, go to "Sales Notifications" and add email addresses and names in the “Extra Sales Email Recipients” section at the bottom of Django.

To add people who will receive accounting statements, go to "Bank Information" and use the pencil icon to edit the entry. Add emails and names to “Extra Accounting Report Email Recipients.”


Once you have completed all of the above, go to the "Additional Information" section and be sure the

boxes for "Visible" and "Active" have been checked.

Core Knowledge

Next steps

Open Salesforce

Enter the merchant's RID # in the search bar and select the correct restaurant.

Select the "Contracts" tab and select the "Executed" contract by clicking on that contract number.

Then hover over the "Order" tab and find the order that has "Pending" as the status and "OpenTable Gifts" as the record type. Click on that order number and scroll down to see the items on the order ("Order Lines" section). The "OpenTable Gifts" line item should be changed from "Pending Install / Setup" to "Installed / Setup." Click "Save" and “Complete Order.”

Scroll down to "Activity History" and select "Send an Email." There are three email options: OpenTable Gifts Merchant, Integrated Third-Party Merchant, or Non-Integrated Third-Party Merchant. Select the correct template-based on merchant type and enter that text in the body of the email. There are two items that you need to customize for each merchant:

The merchant's OpenTable Gifts url and the admin's User ID.

Next, go back to the merchant's account page in Salesforce and click on "Edit." Scroll down to "Secondary Products." You will see in here that the "OpenTable Gifts" box is checked, but you also need to add the publish date. When you click on the box, a calendar pops up. Select today's date and click "Save."


Hovering over the tabs in Salesforce

will generate a preview of the

available options in that menu.

Salesforce URL: https://login.salesforce.com/Enter your @opentable.com email as the usernamePassword is unique to Salesforce

https://login.salesforce.com/

Go to the restaurant’s Contract page in SFDC

Scroll down to the Assets section and click the “Edit” link next to the “Treatful…” Asset link. If you don’t see the “Treatful…” Asset link, click on the “Go to List” link.

On the Treatful Asset screen, select the Gift Card Processor.


Core knowledge

You will attach different documents to the email based on the merchant type. You will send the OpenTable Gifts Dashboard Tutorial and the Holiday Toolkit to ALL merchants. OpenTable Gifts merchants only receive these two documents. Third-party merchants also receive a OpenTable Gifts Basics document. We have one version for integrated merchants and another for non-integrated merchants.

Now you need to go into the CHARM system and select "General Profile." From there, go to the "Partner Offers" tab and add the OpenTable Gifts ID (this number is found in the merchant's Django account, in the url).

Then add the OpenTable Gifts URL, which you will find in the "Additional Info" tab in Django.

When you've added both of those items, click on the "Update Offers" button.


In Django, the OpenTable Gifts URL is called the “Safe URL.”

We're almost done. Now go into the OpenTable Gifts backlog in Share Point and update the Install Status to Installed.

Treasure Hunt

Use the merchant account assigned to you by the facilitator to complete the following tasks:

• Find the merchant RID number• Open the restaurant’s website• Find, edit, and export the restaurant’s logo• List awards the restaurant has earned• Determine the fee structure information in the contract• Determine the merchant type (integrated, non-integrated, etc.)

Review

• List the systems and websites you will use to complete a new merchant installation.

• What are some tips you learned for finding and uploading high-quality images for the merchant profile?

• What will you do if a merchant's account is missing the bank information?

• After you have completed the profile, what information will you include in the merchant's welcome email?


Reference checklist

The following checklist is provided for easy reference as you are learning to install new merchants.

Enter basic information:NameWebsite URLLogoAddress / Location

Purchase page styling:Background colorBackground image

Enter additional information:Twitter IDOpenTable URLOpenTable RIDOpenTable ROMS IDDescription

Search infoPriceCuisineAwards

Dollar amount gift parametersFee structureGift card system

NameUse pre-allocated IDs (if applicable)Start ID (if applicable)Provider (if applicable)Store ID (if applicable)Load gift card numbers (if applicable)

Bank informationRestaurant nameEntity (bank) nameAccount number (last four digits)

ImagesAt least one image postedImages used are bright, sharp, and appetizing (when food is pictured)

Admin UsersUsernamePasswordEmailExtra email recipients


191198

Activate accountSet to visibleSet to active

SalesforceSelect executed contract and change line item to “Installed/ Setup”Send email to new merchantCheck OpenTable Gifts checkbox (“Secondary Products” section)Enter in OpenTable Gifts Publish Date (same section)Gift card processor selected

CHARM (Partner Offers tab)Add the OpenTable Gifts IDAdd the OpenTable Gifts URL

SalesforceAdd publish date in “Secondary Products”

Update OpenTable Gifts backlog status in Share Point


Guiding questions

· What is Zendesk?· What key terms / definitions should I know?· What functions can I complete in Zendesk?

Core knowledge

Introduction to Zendesk

Zendesk is a simple, user-friendly application for managing customer support. To help you use Zendesk effectively, there are a few terms you should know.

Ticket: A ticket refers to the record of any request for assistance by a customer. If a customer calls or emails with a question or need, the ensuing interaction with that customer is known as a ticket.

Fields: Tickets consist of fields. Line items like subject, email address, description of the request, etc. are the "ticket fields." There are two types of fields: 1) system fields (the defaults in the system), and 2) custom fields (added by an agent on a case-by-case basis to address the situation).

Comments: Any reply to a ticket is considered a comment. The goal of comments is to solve tickets. There are two types of comments: 1) public comments, these are visible to the customer and to agents and administrators, and 2) private comments, these are only visible to agents and administrators.

Users: Anyone with an account in the Zendesk portal is a user. There are three types of users: 1) end-users, 2) agents, and 3) administrators.

End-user: An end-user account is created when a customer submits a ticket for the first time. End-users only have access to their own tickets and have no permissions for the site in general.

Agent: Agents are responsible for managing customer support by responding to tickets. An agent generally has access to most tickets in Zendesk.

Administrator: Administrators have full access to all areas of the Zendesk portal and control all other permissions and functions of Zendesk.


ZENDESK LOGIN INFORMATION

Section 3: Zendesk Basics

Core knowledge

Group: A combination of agents grouped together for the purpose of granting access or restrictions or to apply an operational role / rule.

Assignee: The member of the support team (agent or administrator) who is working on a given ticket is referred to as the assignee.

Requester: The end-user who has submitted a ticket / request for assistance.

Channel: The method through which customers submit a ticket. There are nine channels in Zendesk: • Web portal• Email• Live chat• Phone• Feedback tab• Twitter• Ticket sharing• Facebook• Zendesk API

View: This is a customizable search list that allows agents to identify tickets by a set of criteria. This makes it easy for agents to find related tickets. Zendesk provides several default views. Administrators are able to create new views if the need arises.

Macro: Customers often submit the same question or request multiple times. Macros are saved (template) responses that give agents a shortcut in responding to repeat questions.

Web Portal: This is the interface that allows customers to find information, submit tickets, and view comments. Agents and administrators post comments to tickets through the web portal. It can be accessed at: [URL]


Core knowledge

Zendesk Interface

Here are some of the features of the Zendesk interface that you will use as you provide customer support.

Facebook-like activity stream: This approach gives you a quick way to view comments linked to any ticket and which tickets have not been updated yet.

Reporting Dashboard: This provides at-a-glance review of the status of your customer support efforts. A range of reports is shown with relevant "dashboard-level" details.

Start mode: A fast and easy way to initiate activity on tickets. You can disposition the ticket and move on to the next without having to go back to a list or view to choose another ticket.

Multi-tab interface: This feature means that each ticket appears as its own distinct tab in the interface. With sub-tabs under the main tab, you can easily update user information without leaving the ticket page. These tabs make it simple to solve multiple tickets in a single user interface.

Zendesk apps: These apps extend the functionality of Zendesk by enabling it to seamlessly integrate with other systems. You can build apps to accommodate your systems and needs.


Core knowledge

Priority tickets: The tickets that require your attention are shown front and center. Tickets that are either "new" or "open" and are assigned to you, to a group you belong to, or not yet assigned to anyone are considered priority tickets. These tickets are ordered by date, then priority, so you can immediately see which tickets are most urgent.

Keyboard shortcuts: These can save you a lot of time in responding to tickets, so you won't have to go back-and-forth from keyboard to mouse. [LIST OF SHORTCUTS]

Instant search: This function gives you a way to find content quickly.


Core knowledge

Agent Support ProcessIn general, agents have access to all tickets in Zendesk. This allows agents to proactively find tickets that are waiting for a response. However, administrators do have the capability of restricting agent access to tickets if that need arises.

When a support agent opens Zendesk, she needs to find a ticket she should be answering. Views are a feature Zendesk provides that give agents a means of searching for tickets that need their attention. Agents can create their own views based on their preferences. Administrators can standardize a set of views for all agents so that the team has a consistent and reliable process for identifying and responding to tickets. The pre-configured views provided by Zendesk include: • My unsolved tickets• Unassigned tickets• All unsolved tickets• Recently updated tickets• Unsolved tickets in your groups• Pending tickets• Recently solved tickets

These views can be used as-is or modified. They can also be deactivated.


Core knowledge

Views have two conditions: "all" and "any."

All conditions: Every condition in this set must be met by the list of tickets in the result. For example, if this view contains the condition that the status must be open and that the priority must be high, only tickets that are both "open" and "high priority" will be included in the view.

Any conditions: One or more of the conditions in this view must be met. For example, if the two conditions are that the group must be sales and that the group must be finance, all tickets for the finance group and for the sales group will be displayed. Since tickets can only be assigned to one group at a time, it would be impossible for both these conditions to be met, so the "any conditions" view is the only way to bring up all tickets from both groups.

Viewing recent ticketsZendesk provides a simple way for you to access the most recent tickets you have handled. Hover over the +add button in the top toolbar of the Zendesk interface. The pop-up box will show you five recently viewed tickets.


Core knowledge

Viewing the next ticket in viewWhen you are viewing a ticket in a view, you can easily advance to the next ticket in the view. One way to do that is to select the option to have the next ticket open automatically each time you submit a ticket. When you submit a ticket, you will see a checkbox giving you the option to have the next ticket automatically open. If you want to switch back to the default option (returning to the view after submitting a ticket), simply uncheck the box.

Viewing the tickets in a viewWhen you are looking at a view, you can scroll through available tickets (those not being viewed by another agent) by clicking on the "next" arrow in the toolbar.

For instance, consider that you are looking at the "unassigned tickets" view and start with Ticket #1. Meanwhile, another agent is looking at Ticket #2. You decide that you are unable to respond to Ticket #1, so you click on the arrow for the next ticket in the view. Ticket #3 appears.


This function is only available in “start mode.” If you are not using start mode, the arrow key will bring the next ticket in the view regardless of

whether or not another agent is viewing the ticket at the time.

Core knowledge

MacrosUsing these template answers and/or actions for frequently-recurring tickets will save agents a lot of time. Macros are applied manually to tickets and you can apply more than one macro to a ticket. However, keep in mind that what one macro does to a ticket may be undone by what another macro does. So you will need to be familiar with the macros to use them to best advantage.

Let's say that a ticket has more than one question. If you have macros that respond to both questions, you can apply them both to the ticket and both answers will be included.

You can also apply one macro to more than one ticket at the same time. To do this, open one of your views and select all the tickets you want to update (i.e., all the tickets with the same question). In the "Apply Macro" menu, you can select the macro you wish to apply to these tickets.

Organizing macros: Your macros will increase and should be organized in a systematic and logical way to enable agents to find the appropriate macro as quickly as possible. Zendesk allows you to assign macros to a topic / group so that agents don't have to search through the full list of macros each time.


You can edit a maximum of 99 tickets at once.

Core knowledge

Handling tickets in Zendesk

Creating a new ticketHover your mouse over the “+ add” button.

Choose “user.”

Enter the customer’s name and email address.

Click on “user options” and then choose “new ticket.”


Core knowledge

Enter the customer’s phone number.

Enter a one-line subject for the ticket, then enter a detailed description of the problem, along with any actions you have taken to resolve the issue. You may also attach a file if needed.

Before closing the ticket, you must assign it to yourself in the Assignee box, and you must select an Issue Type and Sub-type.


Remember: Anything you enter in these

boxes will be visible to the customer.

Core knowledge

Finally, click on “Submit As” and choose one of the following options:· Solved—if no further work is required on the ticket.· Pending—if you need to do further work before calling or emailing

the customer back.· Open—if escalating the ticket to Tier 2

Escalating to Tier 2Go to your Views Dashboard and select “My Unsolved Tickets.” Then click on the ticket you want to escalate.

Change the assignee to Tier 2, and click “Submit as Open.”


Core knowledge

Handling email incidentsGo to the Dashboard View for Tier 1 Unassigned Tickets and click the “Start” button. When the ticket opens, change the Assignee by hovering over the “Assignee” field and clicking on “Take it.”


Review

· What features of Zendesk will help you meet customers’ needs?· Briefly list the definitions of ticket, fields, views, and comments?· What functions can you complete in Zendesk?


Guiding questions

· Why is customer support so critical to OpenTable’s success?· What is active listening?· What skills and attitudes are essential to quality customer support?

Core knowledge

Customer Care

Customer care describes the process of taking care of customers in a positive way. Quality customer care seeks to acquire new customers, provide superior customer satisfaction, and build customer loyalty.

Research shows that the average person who has a bad service experience tells at least 8-10 other people about it. Further, approximately 10 percent of customers who file a complaint will relate their experience to more than 20 other people. In comparison, if you make an effort to remedy the customer’s complaints, 85-90 percent will stay with you.

Customer care matters because keeping existing customers is easier than finding new ones and satisfied customers will do a lot of our advertising for us. Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and can threaten the success of any company.

Therefore, your objective must be to provide the highest standard of customer care possible and to always aim for excellence. It is up to each agent to ensure a successful interaction with every customer the first time and every time.

Activity

Think of the best and worst customer care experiences you have had. Rate each experience on a scale of 1 to 10 (with 1 being the worst and 10 being the best). Explain why each experience was so positive or negative.

Core knowledge

The Ideal AgentImagine yourself as an OpenTable customer. Think of some of the interactions you have had with customer care agents in the past when you had a complaint or a problem that needed to be resolved. Then ask yourself the following questions:


Section 4: OpenTable Gifts Customer Support

· What would I want the agent to be like?

· How would I want to be treated?

· What skills and characteristics would I hope the agent used when working with me?

Share your statements with a learning partner. Discuss the similarities and differences in your responses.

Activity

Create a list of customer care “must haves”—the qualities, skills, and attitudes a superb customer care agent should develop.

Core knowledge

Active ListeningEffective customer care agents are active listeners. You must remember that the entire process is customer-focused. Your role is to help customers:

· Articulate the problem they are having· Resolve the current problem· Learn the OpenTable system so that they can use the system

effectively and efficiently

Active listening goes beyond just hearing everything the customer says. It means forming a connection with the customer that allows you to really understand his or her needs. There are several skills that can help you ensure that you are listening actively to each customer who submits a request or complaint.

Ask followup questionsGenerally speaking, your customers’ requests will be pretty straightforward, but at times you may need to ask followup questions to be sure that you understand what the customers’ needs are. For example:

Brian calls you in frustration and says that he is the manager at an OpenTable restaurant and he is having problems logging in to the OpenTable Gifts system.

You will want to ask Brian some followup questions to determine what, if anything, he does know about OpenTable Gifts. You may want to ask him how long he has been the manager at the restaurant, whether he participated in any training for the Gifts program, and whether he has ever logged in to the Gifts system before.


The simplest answer to Brian’s question is to make sure he is using the “merchant login” at the bottom of the screen rather than the general login at the top. And sometimes that really is all the customer needs. Followup questions give you the opportunity to learn if there is more you can do for the customer so that he or she will have more skill and confidence using the system in the future. But beyond this, good followup questions show customers that you are invested in helping them have a great experience with OpenTable Gifts.

Check your understanding

Summarizing or restating what the customer has told you is a good active listening skill. All of us get frustrated when someone tries to fix what is wrong without really understanding the problem. So you should use summarizing and/or restating to be sure that you fully understand the customer’s issue before you try to solve it.

Let’s say that Melinda calls you and she wants to know if she can cancel the OpenTable Gift she recently purchased. First you ask her when it was purchased and learn that it has been more than 24 hours since the Gift was purchased, so she is not eligible for a refund. You explain the cancellation policy, and follow it up with another question so you can learn why she wants to cancel the Gift.

You learn that the individual for whom she purchased the Gift was vacationing in Chicago and Melinda thought it would be fun to surprise her friend with a Gift she could use at a Chicago restaurant during her visit. Unfortunately, Melinda’s friend was not regularly checking her email during her vacation and so she did not see the Gift until after she returned to her home in Florida. You ask additional questions to find out if the restaurant has multiple locations. After listening to Melinda, you summarize her situation by saying, “If I understand you correctly, your friend won’t have a chance to use the Gift in Florida and that is why you would like to cancel the gift, is that right?”

Now that you understand the situation, you are in a better position to offer suggestions to the customer. You can reassure Melinda that the Gift will not expire, so the friend can use it on her next trip to Chicago. There may be other suggestions you can offer. And you’ll also want to express empathy—make sure the customer knows that you care about the problem she is having.

Role-play

Select a customer concern from the following list and have one agent play the role of the agent and the other, the role of the customer. When you are playing the role of the agent, don’t worry about solving the customer’s concern. Simply practice actively listening, asking followup questions, and summarizing / restating the customer’s concern or question.


• A manager who doesn’t know what an OpenTable Gift is• A customer who wants to change the text on the Gift she purchased• A restaurant employee who can’t access his account on the

OpenTable site• A customer who would like a refund on a Gift• A customer who doesn’t know what the charge on his credit card is

for• A manager who wants to change the admin users on her account

Core knowledge

Developing rapportSolving customers’ problems is important. But just as important is creating a sense of rapport separate from the issue at hand. Quality customer care means that your interaction with each customer reflects genuine concern for his or her experience with OpenTable. That rapport will go a long way in creating a good service experience for our customers.

Keep these tips in mind in all your customer interactions:· Greet customers with a warm, sincere tone· Express genuine interest· Manage your customers’ expectations· Listen without interrupting· Respond with appropriate emotion (empathy, patience, etc.)· Be polite and kind (even if the customer is not)· Appreciate the customer’s time · Make the customer feel important· Avoid negative tones and words (anything condescending, bored,

angry, frustrated, etc.)

Activity

Considering all that you’ve just learned, write a list of your strengths and weaknesses as a customer care agent. Set a goal to work on improving areas of weakness.


Core knowledge

Frequently Asked Questions

The following are questions we see often from customers either via email or in phone calls. The responses included below are used when answering a customer’s email, so you will want to use these responses as a guideline only—when responding to customers on the phone, be sure to remember to personalize your answer to the customers’ circumstances. Also remember to make your response friendly and genuine.


Obviously, if you are on the phone with a

customer you should NOT instruct them to call

OpenTable Gifts Support...that’s you. Do OpenTable Gifts

expire?Nope, OpenTable Gifts never expire. Cool, huh??

How can I check the balance of my OpenTable Gift?

Because we work with many different restaurant systems, it’s not currently possible to check the balance of an OpenTable Gift online. You may either contact the restaurant directly to obtain the balance from them, or you may contact OpenTable Gifts Support and we can check for you. We are working to change this in the future, and apologize for any inconvenience this may cause.

I have a charge to my credit card for Treatful.com, but I don’t know what it is for.

That is for a gift certificate purchased from OpenTable Gifts. OpenTable Gifts is the easiest and most convenient way to Gift your friends & family with personalized, online gift certificates to their favorite local restaurants. We partner with desired local restaurnats to allow their customers to send instant and secure online gifts through the restaurant's own website. When you purchase a gift certificate from a restaurant powered by OpenTable Gifts, the charge will appear on your credit card or bank statement as coming from OpenTable Gifts and not the restaurant itself.

What is your refund policy?

Unfortunately, we cannot provide refunds and all sales are final.

Is there a physical (plastic) card involved?

There are no physical (plastic) cards. Once you've received an email with your Gift, just print it out and give it to your server at the restaurant. You can even present the emailed certificate to the server on your smart phone or other portable electronic device, or merely provide the server with your unique gift certificate number, and the amount will be applied to your bill.


Do I need to print the OpenTable Gift in order to use it?

Nope! Simply present the emailed certificate to the server on your smart phone or other portable electronic device, or merely provide the server with your unique gift certificate number, and the amount will be applied to your bill.

What if the restaurant is no longer in business?

Although rare, restaurants can go out of business or change owners without informing Open Table Gifts. If the restaurant is permanently closed or does not accept your Gift, we will make it right for you!

Our Customer Service department will exchange your unused Gift for equivalent credit to OpenTable Gifts in the form of a coupon code. You can then use your code to choose another restaurant and redeem it for a new Gift.

What terms and conditions apply to an OpenTable Gift?

The Gift will not be replaced or refunded if lost, stolen, destroyed or altered. The Gift is not redeemable for cash, except as required by law. If the Gift is for a specific menu item or items and that item or items are not available when the Gift is redeemed, or at the option of the holder of the Gift, the Gift may be redeemed for its purchase price. The certificate is issued by the restaurant and you should call the restaurant with balance inquiries. Additionally, by using this website, purchasing a Gift or redeeming a Gift, you agree to be bound by the OpenTable Gifts Terms of Services.

How do OpenTable Gifts work?

To give a Gift: Tell us the recipient, the local business, gift details, and purchase.

To redeem a Gift: Once you've received an email with your Gift, print it out and give it to the local business upon use. The local business is the issuer of the Gift and is solely responsible for redemption of the Gift.

Once I make an OpenTable Gifts purchase, when is it delivered to the recipient?

The recipient will receive an email with his or her Gift on the date that you select at the time of purchase.

Core knowledge


Can I make a reservation at the restaurant at the time I purchase my OpenTable Gift?

At this time, reservation functionality is not integrated with the purchase process. You can, however, go to OpenTable.com to book a reservation at any time.

Can I modify the text on my OpenTable Gift?

Yes, the text on the Gift can be modified by contacting our Customer Support team at (888) 503-7558.

Do I have to register on the website to purchase an OpenTable Gift?

No, you do not need to register in order to purchase a Gift.

What is an OpenTable Gift?

A Gift is a digital gift certificate that's redeemable at the specified local business. Gifts are delivered instantly by email to your recipients, without any fees. Plus, Gifts never expire.

Are there any fees to give or receive OpenTable Gifts?

None whatsoever!

Tell me more about your e-commerce security.

We respect your privacy and handle your personal information as described in our Privacy Policy.

Core knowledge

Frequently Asked Questions: Merchants

The following are questions we see often from merchants either via email or in phone calls.

How do I set up a “give and get” promotion or coupon code?PROCESS: Go to opentablegifts.com and click the Merchant Login link at the bottom of the screen. Go to the “Coupon Codes” tab to create the code.

How do I send a promo certificate?PROCESS: Go to opentablegifts.com and click the Merchant Login link at the bottom of the screen. Go to the “Send Promo Gift Card” tab to create the code.

I can’t log in to the merchant dashboard.NOTE: This is usually due to the person not using the merchant login at the bottom right of the screen.

PROCESS: Go to opentablegifts.com and click the Merchant Login link at the bottom of the screen. If the merchant cannot remember his or her password, direct merchant to the “forgot password” link on the login page.


NOTE: Even though we send

them instructions, a lot of merchants

ask us to walk them through the

process.

I can’t see my accounting reports.NOTE: This is usually because the Admin User section in Django is not set up to send them weekly accounting reports.

PROCESS: Simply checking the box for accounting reports and saving it should fix the problem. If it doesn’t, escalate to engineering.

My deposit does not match my gift cards sold.PROCESS: This usually involves checking their OpenTable Gifts sales and confirming the deposit amount with finance (Mabel Zhang and David Giannini).

My gift cards fail to load (integrated restaurants).PROCESS: We generally need help from engineering to resolve this. It involves a lot of investigative work, both on our end and, frequently, with the specific gift card provider.

My password needs to be changed (3rd Party Integrated system).PROCESS: This requires us to access the restaurant’s gift card system (Aloha, Micros, Paytronix, etc.) and update the password so that gift cards can be loaded. Once complete, we must update the restaurant’s account in Django.

I need to change bank account information for OpenTable Gifts deposits.PROCESS: All we need is a copy of a voided check. The merchant should send this to Alina Woo to update the account information.

I want to add a new user and/or change which user receives sales and accounting emails.PROCESS: We can addd users through the “Add Merchant User” page. (https://www.treatful.com/merchant-user-admin)


https://www.treatful.com/merchant-user-admin

Core knowledge

Sales and accounting email notifications can be changed in Django under the Admin Users section.

Review

· What will be the benefits to OpenTable if you provide quality customer support?

· Briefly summarize the skills involved in active listening?· What skills and attitudes will you develop to become a better

customer support agent?


ot gifts support training

Technology

portable electronic

managing customer

customer support

opentable

treatful asset

merchant sourced

opentable

opentable