How to Work in the Shared Inbox

Remember to login to the shop@sushitomodachi.co gmail account if you see no results! VIEW ALL ITEMS ASSIGN TASKS HELP OMAKASE MEMBERS HELP KAISEKI MEMBERS Go Back to the Dashboard Core Email Labels and how to use them: Make Your Task List: Apply the Assigned To/[Your Name] tag to make a short list of current work tasks. Keep this label applied as long as the task remains incomplete.When assigning tasks to others, tag yourself too so you can verify the task is completed promptly. Act Quickly: Add a date tag under Assigned To/[Your Name]/YYYY-MM-DD to document when the task was assigned to you. Assigned items should be completed within 24 hours, ideally by end of day. Remove Completed Items: Apply the ✅/[Your Name] . tag when the task is 100% complete. This task replaces the Assigned To/[Your Name] tag, so remove it. 1. Master the Shared Inbox The shared inbox (e.g., Gmail, Outlook) is where all customer service tickets and tasks arrive as emails. Start with "TASK:" Emails: Open any email with "TASK:" in the subject line and follow its instructions. These are automated guides for specific tasks. Prioritize Members: A good rule of thumb is to handle 3 Member tickets before non-member tickets These are labeled with Otoshi/Kaiseki/Omakase . labels Assign Tickets: Add the label Assigned To/[Your Name]. to any ticket you’re working on. Anything with a Pending . needs to be assigned this task or needs the Pending label removed if already assigned. Replace this label with the ✅/[Your Name] . when a task is completed. Use Email Only: All communication (including with friend!) must happen via the shared inbox. This is so that anyone can assist and know what is happening! If someone texts/DMs you about a customer service issue, reply: "Please email us at shop@sushitomodachi.co so that we can help you with this!" You may use DM's to poke people about their pending issue, but if they reply to your email via text/DM, say: "Please reply to the email thread! This helps us keep notes organized." Reply to any email and change the Send To address to "shop@sushitomodachi.co" to add a note to the email thread without sending to the Guest. Always document order/customer changes in Shopify: Always include a timeline comment and a link to the email thread in Shopify. Feel free to notate anything other team members may need to keep in mind when interacting with this person. Use Filters: Everyone is responsible for maintaining the inbox. Create additional filters when spam slips through the cracks. Get Help by tagging Tina: If you need assistance, add the Assigned To/Tina. label Note that this means Tina will show you what to do, not that Tina is taking over. You are still expected to respond to the Guest and/or complete the task or ticket after recieving instructions. You are expected to be self-sufficient in finding tasks, completing tasks and navigating the Shared Inbox after your first shift.Day One: Complete 10 tasks/conversations by using the instructions above. 2: Always upsell! Memberships are fulfilled at a loss - This means they cost more money to fulfill than we make from them, but we offset this by upselling. Here are some ways to upsell: Kaiseki and Omakase Memberships offer FREE SHIPPING for add on orders. Remind people of this when they're considering additional items. Kaiseki and Omakase Memberships also get DISCOUNTS each month. Kaiseki get 10% any one order and Omakase gets 15% off any one order. This discount can also be used at a convention if someone will be visiting us! Show people things related to what they like or mention! 3: All shipments require an order There must always be a corresponding product within an order for anything that needs to be shipped. If someone wants to place an order, give them a link to the product and encourage them to complete checkout. If someone wants to place an order but is having trouble, create a draft order (don't forget shipping) and send it to them via email. Follow up daily until they complete check out or tell you that they change their mind. If customer changes their mind, delete the draft order. If an order is to be shipped with a membership order, check that the order has the tasting-room-addon-order. tag AND tag with order number to ship with (i.e. SUSHI#12345). 4: Communicate all details clearly Always include the order number in every e-mail you send, when discussing orders. Where possible, always help in a way that instructs the Guest to be able to help themselves next time. Examples in following section below. Always tell people exactly what they need to do (or not do) to help you help them. i.e. "I need you to choose between this or that." or "I need you to follow this link." and set a reminder to yourself to check on this! Always tell people exactly what will happen next if they do not get back to you. i.e. "I will consider this resolved if I dont hear back by Monday 5PM PST." and set a reminder to yourself to check on this! ASSUME GUESTS DO NOT KNOW WHERE ANYTHING IS. Always provide a direct,clickable/tappable link to things so that the customer does not have to search for anything. i.e. "You can buy the Kame Edamame pin here https://sushitomodachi.co/products/kame-edamame-hard-enamel-pin "You can make your selections directly from the Tasting Room page http://sushitomodachi.co/tastingroom "You can RSVP for Anthrocon from our Anthrocon Post in the Tasting Room Blog

How to Work in the Shared Inbox

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