Handling Inquiries About "Earned X Degree" Badges and Course Completion

Context:

Customers may inquire about their badges or degree status after we upgraded to a new system for earning degrees. This upgrade allowed courses to be taken in any order and introduced Degree badges. Some customers who completed their Third Degree under the old system may experience issues with their course completion or badges.

Steps for Handling These Inquiries:

1. Check for the "Earned X Degree" Tags:
   • These tags control the visibility of the Degree badges at the top of the customer's page.
   • Verify if the customer has all three tags:
     • "Earned First Degree"
     • "Earned Second Degree"

     • "Earned Third Degree"

       If the tags are present, the badges should display correctly. If not, proceed to Step 2.

       Check Course Progress:

   • Look at the customer’s course progress, especially if they have mentioned issues with the "Earn Third Degree" course.

   • If the customer has only completed 7 or 8 courses, their "Earn Third Degree" course will not show as completed in the new system. They may need to complete additional courses for it to reflect properly.

     Explain the System Update:

   • If the customer earned their Third Degree when there were only 7 courses available (under the old system), their certificates may not have transferred over to the new system.

   • Inform them that the Degree badges should still display at the top of the page to reflect that they have earned all three Degrees, even if the course listings do not.

     Request a Screenshot (if badges are not displaying):

   • If the badges do not reflect their earned Degrees, ask the customer to send a screenshot of their page so that the issue can be investigated and fixed manually.

Example Reply (from Dylan Fetch):

Here’s a sample reply you can reference:

Sep 30, 12:48pm

Hello Lynn,

We upgraded to a new system for earning Degrees somewhat recently. As a result of the change to the new system, courses can now be taken in any order.

Since we had 9 courses at the time of the transfer, students like you who earned their Third Degree when we had 7 courses didn't have their certificates transferred over to the new system.

The badges at the top of the page should reflect that you've earned all three Degrees, even though the Degree Courses do not. If they don't, send me a screenshot and I'll get that fixed for you.

It was a complicated process and we did our best to make sure everyone was taken care of. That's part of the reason we added the Degree badges.

Let me know if you have any questions.

Blessed Be,

Dylan Fetch

Important Considerations:

• Make sure to verify both the Degree tags and the course progress before responding.
• Offer a clear explanation about the system upgrade and how it may have affected their course and certificate transfer.
• Follow up promptly if a screenshot is provided to fix the badge issue.