Notes

[9/5/17, 1:07:41 PM] Kevin Herlihy: Hi Andrew Ficken, I'd like to add you as a contact.
[9/5/17, 1:07:47 PM] Andrew Ficken: Andrew Ficken has shared contact details with Kevin Herlihy.
[9/5/17, 1:08:21 PM] Kevin Herlihy: Hey there
[9/5/17, 1:08:26 PM] Andrew Ficken: Hey Kevin!
[9/5/17, 1:09:24 PM] Kevin Herlihy: Okay first things first, can you bang out this typing test and take a screen shot once your done? You can take it twice if you want
[9/5/17, 1:09:25 PM] Kevin Herlihy: https://www.livechatinc.com/typing-speed-test/#/
[9/5/17, 1:09:38 PM] Andrew Ficken: Sure thing
[9/5/17, 1:12:24 PM] Andrew Ficken: Screen Shot 2017-09-05 at 1.10.53 PM.png
[9/5/17, 1:12:29 PM] Andrew Ficken: Screen Shot 2017-09-05 at 1.12.09 PM.png
[9/5/17, 1:12:39 PM] Kevin Herlihy: Crushed it
[9/5/17, 1:12:49 PM] Andrew Ficken: Thanks!
[9/5/17, 1:13:03 PM] Kevin Herlihy: Okay one sec and Ill grab you the cheat sheet
[9/5/17, 1:13:11 PM] Andrew Ficken: Sounds good
[9/5/17, 1:13:44 PM] Kevin Herlihy: On 9/5/17, at 12:19 PM, Kevin Herlihy wrote:
> Okay, so lets pretend you work for Sonos
I wont judge product knowlege
Ill give you a little run down
PLAY:1 for smaller rooms - Bedrooms, Bathrooms, Kitchens etc.
PLAY:3 plays a little louder with a little more bass also good for smaller/medium sized rooms.
PLAY:5 is our best sounding single unit, more volume, bass and clarity
You can make stereo pairs, they just have to be identical units.
Okay so we will have you play a Sonos expert
I wont judge too hard, more just testing your natural ability to talk with customers via chat
I'll play a curious customer and you play the agent
[9/5/17, 1:14:13 PM] Andrew Ficken: I’m ready when you are
[9/5/17, 1:14:32 PM] Kevin Herlihy: Okay awesome
[9/5/17, 1:14:36 PM] Kevin Herlihy: (start chat)
[9/5/17, 1:14:47 PM] Andrew Ficken: Hey Kevin, what can I do for you today?
[9/5/17, 1:14:57 PM] Kevin Herlihy: Hey there!
[9/5/17, 1:15:02 PM] Kevin Herlihy: Quite well!
[9/5/17, 1:15:18 PM] Kevin Herlihy: Was at my friends house this weekend and he had Sonos throughout the whole house.... Wow
[9/5/17, 1:15:26 PM] Kevin Herlihy: I'm super impressed
[9/5/17, 1:15:39 PM] Kevin Herlihy: I've been wanting something like this for years and just didn't know where to turn
[9/5/17, 1:17:07 PM] Andrew Ficken: Yeah, I was in complete awe when I first heard Sonos, too! You can actually just purchase a speaker directly from our online store. Do you have any questions in particular?
[9/5/17, 1:17:24 PM] Kevin Herlihy: Yeah, so I want to outfit my whole house!
[9/5/17, 1:17:32 PM] Kevin Herlihy: My friend had the home theater products
[9/5/17, 1:17:34 PM] Kevin Herlihy: which I dont need
[9/5/17, 1:17:39 PM] Kevin Herlihy: I don't watch TV
[9/5/17, 1:17:51 PM] Kevin Herlihy: But he also had a single PLAY:1 in every room of the house
[9/5/17, 1:18:07 PM] Kevin Herlihy: So the living room bumped, but the single PLAY:1's had it gently flowing through the house
[9/5/17, 1:18:18 PM] Kevin Herlihy: I want to do something similar, but just music in the living room
[9/5/17, 1:18:23 PM] Kevin Herlihy: I was looking at the PLAY:5
[9/5/17, 1:19:20 PM] Andrew Ficken: I was thinking that myself! The PLAY:5 is perfect for having incredibly crispy music at great volumes in your living room
[9/5/17, 1:19:32 PM] Kevin Herlihy: Right on
[9/5/17, 1:19:38 PM] Kevin Herlihy: Can you get two of them in one room?
[9/5/17, 1:19:49 PM] Kevin Herlihy: and make them like a traditional stereo pair?
[9/5/17, 1:21:08 PM] Andrew Ficken: Definitely! That’s what’s so great about Sonos. You can start out with a PLAY:5 and then later down the road you can add on an additional one for pairing. And on top of all that, it’s super easy to set up!
[9/5/17, 1:21:49 PM] Kevin Herlihy: Awesome! I like the fact it's modular, if I ever move I can build and it will work together... Suppper cool
[9/5/17, 1:21:54 PM] Kevin Herlihy: Okay so what about my kitchen
[9/5/17, 1:22:08 PM] Kevin Herlihy: its open concept but not to the living room
[9/5/17, 1:23:35 PM] Andrew Ficken: You can set it up just like your friend and get a PLAY:1 for the kitchen as well! The best part, it will be in sync with your living room music playing through your PLAY:5
[9/5/17, 1:24:21 PM] Andrew Ficken: Or if you want to keep the party going in the living room while relaxing in the kitchen, you can play something more mild mannered in the kitchen without stopping the jams in your living room
[9/5/17, 1:24:35 PM] Andrew Ficken: That’s the power of controlling your music through wifi
[9/5/17, 1:25:21 PM] Kevin Herlihy: Okay awesome
[9/5/17, 1:25:36 PM] Kevin Herlihy: Lastly, the master bedroom and master bath
[9/5/17, 1:25:49 PM] Kevin Herlihy: The bedroom is kinda large, but the bathroom is nothing crazy.
[9/5/17, 1:26:23 PM] Kevin Herlihy: Just not sure if I should get a single PLAY:1 or PLAY:3 for the bedroom
[9/5/17, 1:26:56 PM] Andrew Ficken: Then you can keep on expanding with another PLAY:1 in the bathroom and you could try a PLAY:3 for the Bedroom. It offers an extra bit of volume and quality to really fill that extra space.
[9/5/17, 1:27:36 PM] Kevin Herlihy: Okay cool
[9/5/17, 1:27:39 PM] Andrew Ficken: You could also try a PLAY:1 now and add on another PLAY:1 in the future. There are plenty of possibilities for whatever you feel most comfortable with
[9/5/17, 1:27:49 PM] Kevin Herlihy: Totally
[9/5/17, 1:27:52 PM] Kevin Herlihy: okay awesome!
[9/5/17, 1:27:57 PM] Kevin Herlihy: Where can I purchase?
[9/5/17, 1:28:03 PM] Kevin Herlihy: Do you guys sell direct
?
[9/5/17, 1:28:45 PM] Andrew Ficken: Yes we do! You can go onto sonos.com and order exactly what you want now.
[9/5/17, 1:29:03 PM] Kevin Herlihy: awesome
[9/5/17, 1:29:07 PM] Kevin Herlihy: That is what Ill do
[9/5/17, 1:29:13 PM] Andrew Ficken: And if you end up deciding on that PLAY:3, but feel it’s a little too much, we have a generous 45 day return policy
[9/5/17, 1:29:25 PM] Kevin Herlihy: Okay great
[9/5/17, 1:29:29 PM] Kevin Herlihy: that is good to know
[9/5/17, 1:29:36 PM] Kevin Herlihy: Thanks Andrew!
[9/5/17, 1:29:58 PM] Andrew Ficken: Sure thing Kevin! Do you have anything else I can help you with?
[9/5/17, 1:30:26 PM] Kevin Herlihy: No that is it for today
[9/5/17, 1:30:28 PM] Kevin Herlihy: Thank you!
[9/5/17, 1:30:40 PM] Andrew Ficken: Of course! Have a great day, Kevin!
[9/5/17, 1:30:48 PM] Kevin Herlihy: Thanks you too!
[9/5/17, 1:30:53 PM] Kevin Herlihy: (end chat)
[9/5/17, 1:31:05 PM] Kevin Herlihy: Thoughts?
[9/5/17, 1:31:27 PM] Andrew Ficken: It reminded me a lot of Apple
[9/5/17, 1:31:45 PM] Andrew Ficken: A little different typing, but I could see it potentially being easier
[9/5/17, 1:32:09 PM] Andrew Ficken: I’m excited!
[9/5/17, 1:32:12 PM] Kevin Herlihy: Nice!
[9/5/17, 1:32:16 PM] Kevin Herlihy: Yeah its not too bad
[9/5/17, 1:32:32 PM] Kevin Herlihy: I don't think it would be great to do for 8 hours a day every day
[9/5/17, 1:32:39 PM] Kevin Herlihy: But as a part time job, flexible
[9/5/17, 1:32:43 PM] Kevin Herlihy: I think its pretty chill
[9/5/17, 1:33:01 PM] Andrew Ficken: I’ve definitely gotten that vibe haha
[9/5/17, 1:33:19 PM] Kevin Herlihy: haha
[9/5/17, 1:33:23 PM] Kevin Herlihy: Okay cool
[9/5/17, 1:33:25 PM] Kevin Herlihy: Lets do one more
[9/5/17, 1:33:29 PM] Kevin Herlihy: (start chat)
[9/5/17, 1:33:43 PM] Andrew Ficken: Hey there, my name is Andrew. How can I help you today?
[9/5/17, 1:34:43 PM] Kevin Herlihy: What kind of business are you guys running over there!?! I got my order last night and it showed up soaking wet, torn apart, it looks like FedEx dragged them all the way from LA.
[9/5/17, 1:34:58 PM] Kevin Herlihy: The left them in my yard, when they could have easily put them on the covered porch
[9/5/17, 1:35:08 PM] Kevin Herlihy: I have a party tomorrow, that is the whole reason I paid for overnight shipping
[9/5/17, 1:35:18 PM] Kevin Herlihy: And now I'm dealing with this nightmare! UGHHHHHH
[9/5/17, 1:35:46 PM] Kevin Herlihy: you there?
[9/5/17, 1:35:52 PM] Andrew Ficken: Oh my gosh that sounds awful, I’m so sorry that this is happening to you
[9/5/17, 1:36:19 PM] Kevin Herlihy: (feel free to improvise)
[9/5/17, 1:36:55 PM] Andrew Ficken: (Will I have more knowledge about warranties or travel damage?)
[9/5/17, 1:37:13 PM] Kevin Herlihy: (just wing it for now)
[9/5/17, 1:38:09 PM] Andrew Ficken: Let me check alternative options with our warranty
[9/5/17, 1:38:24 PM] Kevin Herlihy: Yeah, because this isn't my fault!
[9/5/17, 1:38:31 PM] Kevin Herlihy: You at the very least should take these back!
[9/5/17, 1:38:40 PM] Kevin Herlihy: Ideally I would have new units here already
[9/5/17, 1:38:58 PM] Andrew Ficken: I totally understand. I would feel frustrated as well. I’ll look into details and see if I can work something out with my manager.
[9/5/17, 1:39:48 PM] Andrew Ficken: They definitely should be there already. I’m sorry that they got damaged
[9/5/17, 1:39:59 PM] Kevin Herlihy: okay thank you
[9/5/17, 1:40:00 PM] Andrew Ficken: As for options for now, we can try a few things
[9/5/17, 1:40:05 PM] Kevin Herlihy: I know this isn't your fualt
[9/5/17, 1:40:10 PM] Kevin Herlihy: it is just frustrating
[9/5/17, 1:40:23 PM] Andrew Ficken: You’re completely justified to feel frustrated
[9/5/17, 1:41:28 PM] Andrew Ficken: But to get that party going, we can try overnight shipping and request that fedex require a signature for the package, so that it won’t get wet. I can try working with my manager on possibly waiving the fee
[9/5/17, 1:41:53 PM] Kevin Herlihy: Ok thank you
[9/5/17, 1:41:55 PM] Andrew Ficken: Alternatively, we also sell speakers in stores such as the Apple Store
[9/5/17, 1:42:22 PM] Andrew Ficken: I know it’s not ideal, but at least we can still get you to have an awesome party tomorrow
[9/5/17, 1:42:36 PM] Kevin Herlihy: ok
[9/5/17, 1:42:43 PM] Kevin Herlihy: that might be an option
[9/5/17, 1:44:22 PM] Andrew Ficken: I think it will be a great option, given the circumstances.
[9/5/17, 1:45:01 PM] Kevin Herlihy: Yeah, so can we setup a return and refund for the damaged units?
[9/5/17, 1:45:05 PM] Kevin Herlihy: And Ill send them back
[9/5/17, 1:45:11 PM] Kevin Herlihy: then go purchase from a store
[9/5/17, 1:45:54 PM] Andrew Ficken: Yeah sure thing! We can send you a prepaid package to send in the damaged items when it’s convenient for you.
[9/5/17, 1:46:06 PM] Kevin Herlihy: Ok great
[9/5/17, 1:46:13 PM] Kevin Herlihy: Thank you
[9/5/17, 1:46:26 PM] Kevin Herlihy: I appreciate all of your help
[9/5/17, 1:46:58 PM] Andrew Ficken: Of course! Thank you for being so patient with us. Come back and let us know how your party goes tomorrow!
[9/5/17, 1:47:04 PM] Kevin Herlihy: Will do!
[9/5/17, 1:47:10 PM] Kevin Herlihy: Thanks Andrew!
[9/5/17, 1:47:12 PM] Kevin Herlihy: Have a good day
[9/5/17, 1:47:16 PM] Andrew Ficken: Thanks, you too!
[9/5/17, 1:47:20 PM] Kevin Herlihy: (end chat)
[9/5/17, 1:47:23 PM] Kevin Herlihy: Right on man,
[9/5/17, 1:47:26 PM] Kevin Herlihy: Nicely done
[9/5/17, 1:47:47 PM] Andrew Ficken: Thanks, totally didn’t consider sending in the damaged items haha. Thanks for the hint
[9/5/17, 1:48:03 PM] Kevin Herlihy: all good lol
[9/5/17, 1:48:10 PM] Kevin Herlihy: Just really testing empathy on those
[9/5/17, 1:48:38 PM] Andrew Ficken: It’s definitely different trying to empathize without body signals and changing the tone of my voice
[9/5/17, 1:48:39 PM] Kevin Herlihy: Make sure you at least pretend to care about the customers experience
[9/5/17, 1:48:45 PM] Kevin Herlihy: Totally
[9/5/17, 1:48:52 PM] Kevin Herlihy: Okay! You did great
[9/5/17, 1:48:56 PM] Kevin Herlihy: I will follow up via email
[9/5/17, 1:49:02 PM] Kevin Herlihy: I've gotta run to another meeting
[9/5/17, 1:49:14 PM] Andrew Ficken: Awesome, thanks Kevin! Good luck!
[9/5/17, 1:49:27 PM] Kevin Herlihy: Thanks man!
[9/5/17, 1:49:29 PM] Kevin Herlihy: Talk soon
[9/5/17, 1:49:47 PM] Andrew Ficken: Sounds good!