CSR Training Manual : WM Printing Support

Welcome to WM Printing.

Full Training for the CSR Position Requires three phases of duties:

Basic
Intermediate
Advanced

Please memorize and study this booklet in order to become more familiar with our clients needs and our needs as a company.

You can also find a digital version here: https://wmprinting.freshdesk.com/a/solutions/articles/25000025593

Available inside Helpdesk/Freshdesk Solution Articles by typing into the search bar at the top right hand corner "CSR Training Manual" Located inside the Customer Service Folder In Solutions Section (Client Specific Notes).

DOWNLOAD THESE THREE CSR APPS TO YOUR PHONE:

(They are mandatory to help you stay organized at work and from home)

FRESHDESK
MONDAY.com
VONAGE Business
Gmail
Google Docs
Google Sheets
Google Calendar

PHASE 1 OVERVIEW

SCHEDULE & BREAK TIME
DAILY DUTIES
PHONE CALL ETIQUETTE
FRESHDESK/HELPDESK
TEAM MESSAGING
MONDAY.COM
WM BACKEND
PRINT BASICS Q & A

SCHEDULE & BREAK TIME

DOWNLOAD THE ADP APP TO YOUR PHONE.
IF YOU ARE NOT EARLY... YOU ARE LATE! 10 to 15 MINS RECOMMENDED.
clock in USING YOUR APP at 9am. SEE DAVID FOR INSTRUCTIONS
SCHEDULE IS FROM 9am to 5pm MON thru FRIDAY.
YOU GET A 30 MIN PAID LUNCH EVERY DAY AT NOON.
CHECKS ARE AUTO DEPOSITED EVERY WEDNESDAY.
DAVID IS IN CHARGE OF SCHEDULES and PAYROLL.
IF YOU ARE LATE, YOU MUST CALL 15 to 30 mins prior.
TO REQUEST A DAY OFF YOU MUST HAVE IT APPROVED.
ALL SICK OR SCHEDULED TIME OFF MUST BE IN GOOGLE CALENDAR.
PLEASE PARK IN THE SIDE PARKING LOT.
WHEN YOU LEAVE AT 5PM SOMEONE MUST LOCK YOU OUT.
ALL MAJOR HOLIDAYS WE ARE CLOSED.

PHONE NUMBER LIST (Emergency Calls Only)

DAVID: 561.716.8731 HR - BILLING - PAYROLL - SCHEDULING - QUOTES

DANIEL: 561.847.5414 CHIEF OF OPERATIONS (FOH MANAGING PARTNER)

KELSEY: 704.890.7781 (CSR MANAGER & TLE ACCOUNT REP)

CHADD: 561.306.7270 (TLE & WM PRODUCTION MANAGER)

MANNY: 561.430.1266 (BOH) WAREHOUSE MANAGER

AJ: 561.479.7353 CEO

DAILY DUTIES

CLOCK IN.
TURN ON THE LARGE SCREEN TV, CHOOSE A COOL CHANNEL. NOT TOO LOUD.
SET UP YOUR AREA - CLEAN AND ORGANIZE.
OPEN COMPUTER - MONDAY - FRESHDESK - WM BACKEND (from google Tabs)
CHECK VOICEMAIL - MAKE NOTES IN MONDAY.COM and Assign TO KELSEY.
CHECK MONDAY.com, GET ORGANIZED, CHECK NOTIFICATIONS.
CLEAR AND TAKE ACTION ON ALL NOTIFICATIONS AND MESSAGES FIRST.
START AT THE TOP OF YOUR MONDAY LIST, AND WORK YOUR WAY DOWN.
TAKE NOTES & ADJUST DUE DATES, ASSIGN, OR MARK DONE IF FINISHED.
LOOK in FRESHDESK, REPLY or ASSIGN, MAKE NOTES ON ALL TICKETS IF NEEDED.
ANSWER ALL INCOMING PHONE CALLS, MAKE NOTES IN MONDAY OR FRESHDESK.
CHECK THE PICKUP SHELF, AND CALL CLIENTS FOR PICK UP.
MARK “PICKED UP” on BACKEND WHEN CLIENT RECEIVES THEIR PROJECT.
KEEP AN EYE OUT FOR NOTIFICATIONS FROM MONDAY & FRESHDESK.
FOLLOW UP WITH ALL QUOTES SENT FROM WM BACKEND.
REPEAT STEPS ABOVE IF NEEDED.
SHRED DOCUMENTS FROM DAVID.
CHECK MAILBOX.
ORDER OFFICE SUPPLIES (FOH) COFFEE, TEA, CUPS, ETC. (weekly?)
KEEP YOUR AREA CLEAN.
TURN EVERYTHING OFF BEFORE YOU LEAVE. Make sure someone locks you out!

PHONE CALL ETIQUETTE

“THIS IS ________________ HOW CAN I HELP YOU”

THEY ALREADY HEAR THE AUTOMATED SERVICE, YOU DO NOT NEED TO MENTION

WM PRINTING EX: “Thank you for calling WM PRINTING”

TAKE MESSAGES AND MAKE NOTES - ASSIGN TO TEAM IF NEED CALL BACK.

LET CLIENT KNOW WE WILL BE IN TOUCH ASAP IF YOU CANNOT COMPLETE TASK ON PHONE.

“Let me look into this and call you right back” Verify best # to reach them at.

The objective is to be able to answer those questions immediately once trained.

GET DIRECTION FROM CSR MANAGER BEFORE YOU CALL BACK, MAKE NOTES.

DO NOT TRANSFER TO DANIEL OR AJ - TAKE MESSAGE, MAKE A MONDAY TASK.

(UNLESS IT'S A TLE CALL)

YOU ARE ONLY ALLOWED TO TRANSFER TO DAVID (quotes/Billing), KELSEY, OR JC (DESIGN)

USE CALENDLY LINK IN SOLUTION ARTICLE IF CLIENT INSISTS ON MEETING AJ or DANIEL.

https://wmprinting.freshdesk.com/a/solutions/articles/25000025133

ALL NOTES AND TICKETS MUST HAVE ALL INFORMATION IN FULL INCLUDING:

PHONE NUMBER
NAME & Company/Center Name
JOB # or QUOTE #
SPECIFIC DETAILS IN FULL (notes)

IF A TICKET IN FRESHDESK IS ALREADY AVAILABLE FOR THE PROJECT, MAKE NOTES,

AND ASSIGN ACCORDINGLY. IF NO TICKET, THEN CREATE A MONDAY TASK & ASSIGN.

ALL TLE QUESTIONS ARE DIRECTED TO KELSEY IMMEDIATELY.

SHE MAY HAVE TO CALL THEM BACK - GET ALL INFO, MAKE A MONDAY TASK.

UNTIL YOU ARE FULLY TRAINED, LEAN ON CSR MANAGER FOR ALL ORDERS ETC.

EVERY PROJECT HAS THESE VARIABLES FOR PROPER ORDER INPUT AND QUOTING:

PRODUCT? (Business Cards, Brochures, Tshirts etc)
SIZE? (Dimensions 4x6, 8.5 x 11, etc)
QUANTITY? (100 - 250 - 500 - 1000 - 5000 etc)
SIDES & COLORS? (Double Sided, Full COlor Both sides etc)
IN HANDS DATE? (when do they need it by)
BUDGET? (What are they expecting to pay or were quoted to match) OPTIONAL
NOTES? ANYTHING NOT LISTED ABOVE. EX: INSTALL IN BOCA or REQUESTING SHIPPING cost

FRESHDESK/HELPDESK/EMAIL

We have three main forms of communication and organization:

WM Backend - ORDERS & QUOTE MANAGEMENT
MONDAY.COM - ALL OFFICE AND PRODUCTION COMMUNICATION & NOTES
Helpdesk/Freshdesk - Client/Vendor Communication (EMAILS)

You have a GMAIL account, but will NEVER reply or communicate through

it, all emails are forwarded to freshdesk in order to keep track of client

and vendor communication. You will only use your gmail account for

your G-SUITE apps such as: Drive, Docs, Sheets and Calendars.

You can delegate and assign to another team member when you have finished

all of the steps needed to complete your portion of the job & information.

IF you do all of your responsibilities for the ticket correctly, this job

should never have to come back to you until its finished, unless a client

wants to change something that affects the price or cancellation etc.

It either gets delegated to another team member, or closed... BUT ALL EMAILS

GET A REPLY TO THE CUSTOMER IMMEDIATELY.

Always read the entire email chain including any optimized or hidden (...)

messages that freshdesk may have condensed. Make sure you understand

the job in full, before you take the next step.

You will receive personalized training on how to do all of the above.

Always remember to DOUBLE-TRIPLE check your email messages before you

hit send. This includes a spell check, and clean up to make each email as

simple and detailed as possible. Download any art files so and review them

to make sure what you have received matches what they want.

TEAM MESSAGING

All INTER-OFFICE Communication is done through Monday.com ONLY

EX: If you need to see if a job needs can be RUSHED for next day, You would assign a task to Caytie and Yourself.

You would wait for a reply (see a notification) and Caytie will remove herself from that ticket once she answers you.

Once you have that info, you will CLOSE THE TASK by marking it DONE, then communicating that information to the client and moving the job forward.

All Tasks need due date, link (if available) and Order#, Quote#, Customer Name, and all relevant info in comment section BEFORE ASSIGNING TO ANOTHER TEAM MEMBER

If you assign before you put all of this information in, there is a chance they might start reading it, and skip it since there is no info, or take action without info in full detail.

When a ticket is sent to or from a client with info pertaining to a job, the notes must be carried over to the job notes in the QUOTE or the JOB once approved and paid for. This ticket is delegated to the next department handling the job, in most cases it is DESIGN. If there are no design instructions or further actions needed, then the ticket is closed, and the FRESHDESK URL LINK is the put into the Backend Quote Notes, or a Monday task if there are details about the order that cannot be relayed through a ticket or WM Backend.

COPY LINK FROM FRESHDESK