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Objective
This SOP outlines the steps to efficiently remove coupons from customer accounts in the Lead Connector system, ensuring a smooth experience for both staff and customers.
Key Steps
1. Accessing Customer Contacts 0:14
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Log into the Lead Connector system.
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Navigate to the 'Contacts' section.
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Search for the customer experiencing issues (e.g., Mark).
2. Identifying Coupon Tags 0:30
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Click on the customer's name to access their profile.
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Look for coupon tags in the upper left-hand corner of the profile.
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Identify the relevant coupons (e.g., Birthday Coupon, Rewards Coupon, Re-invitation Coupon).
3. Removing a Coupon 0:54
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To remove a coupon, click the 'X' next to the coupon you wish to delete (e.g., Rewards Coupon).
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Click 'Save' to confirm the removal.
4. Verifying Changes 1:10
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Refresh the page to ensure the changes have been applied.
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Check that the points have been updated (e.g., from 10 points to 0 points).
5. Removing Additional Coupons 1:30
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Repeat the removal process for any additional coupons (e.g., Re-invitation Coupon).
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Confirm that only the desired coupons remain.
6. Customer Verification 1:52
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Instruct the customer to visit your website to check their points.
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Have them enter their phone number to view available rewards.
7. Final Review 2:11
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Ensure the customer can see the correct remaining coupons (e.g., only the Birthday Coupon).
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Confirm that the design changes are reflected in the customer's view.
Cautionary Notes
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Always double-check the customer's profile before making changes to avoid errors.
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Ensure that the customer is aware of the changes made to their account to prevent confusion.
Tips for Efficiency
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Familiarize yourself with the Lead Connector interface to navigate quickly.
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Keep a checklist of common issues and resolutions for reference during customer interactions.
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Regularly update your knowledge on coupon policies and procedures to assist customers effectively.