Purchase Fee Verbiage

A visually appealing, informative graphic depicting the concept of purchase fees with students discussing with customer service representatives in a supportive environment.

Understanding Purchase Fees: Quiz Yourself

Test your knowledge about purchase fees and enhance your customer service skills with our engaging quiz! Answer a series of multiple choice questions designed to challenge your understanding of policies and procedures related to purchase fees for students.

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11 Questions
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11 Questions3 MinutesCreated by LearningLeaf321

Whatever you do, keep the conversation....

Formal and rigid

Silly and fun

Casual and Empathetic

Straight to the point

If the student contacts us and asks why they were charged, we...

Use our Ownership statement to empathize about the charge, ask for their email and review their account.

Immediately tell them it's a purchase fee and they messed up.

Say 'I don't know. Why were you charged?'

Transfer to the escalations line

The student was charged a purchase fee, but they still have the book and don't want to keep it. We should...

Tell them 'Too bad, the book is yours now. Thanks for calling Chegg, goodbye.'

File a book issue and refund their Purchase Fee.

Send them a new label and let them know we'll get them refunded if they can send it back in the next few days.

Let them know we'll get them refunded if they can send it back in the next few days.

The student was charged a purchase fee, but they say they never received the book. We should...

Ask the student why they didn't tell us sooner that they didn't received the book.

Tell them 'Too bad, the book is yours now. Thanks for calling Chegg, goodbye.'

Tell them to purchase a replacement book to send back to us so we can refund the Purchase Fee

Take the Student's Word for it - Empathize, File a book issue, and refund the purchase fee

The student was charged a purchase fee, but they say they lost the book and can't afford the charge. We should...

Ask if the student can purchase the book cheaper elsewhere with the same ISBN and send us the replacement. If they can, we can refund the Purchase fee.

File a book issue and refund their Purchase Fee.

Tell them 'Too bad, the book is yours now. Thanks for calling Chegg, goodbye.'

Transfer the call to the escalation line

The student says that they weren't warned at all about this fee. We should...

Blame the student. It's their responsibility to make sure they returned their books.

Not blame the student. Stand your ground and make it clear that we did give them a fair warning, but do so with empathy and understanding.

File a book issue and refund the Purchase fee.

Transfer the call to the escalation line.

The student says that because of the purchase fee, their bank account was over-drafted. We should...

Empathize with the student, let them know that some banks are able to forgive overdraft fees if you are refunded for the charge that caused the overdraft and ask if they have the book in question.

Offer them a 10% coupon off their next textbook for the inconvenience

File a book issue and refund the Purchase Fee

Transfer the call to the escalation line

The student was charged a purchase fee, but they already returned the book. What steps should we be taking?

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