Consumer Experience
the ability to recognize, understand, and share the feelings and perspectives of another person
Empathy
Consumer calls in with a LZB Casegood product that was delivered April 2026, this resource will allow you to verify the product information and if No ACK is available
LZB Tables and Accents Cross Reference
The tech has already order parts, you follow up and provide this information
Call consumer, advise of parts and next steps for service
This system is used to order parts for LZB Casegoods (Hammary) by using this tab
Bonus: Who orders the parts
SPOT and Style 360
Bonus: You!
a communication technique that requires the listener to be fully present, understand, and thoughtfully respond to a speaker
Active Listening
Consumer states they have issues reclining the back on new recliner you advise these pieces will help loosen the tension
Wingnuts
This step is required when delivery damage is reported within 3 days and ensures that the right team is notified
Send the delivery damage notification
To view an image of the Casegood Product (Bannerhouse) you can use this website to verify.
CORE
CER offers to put consumer on personal follow up to provide update on a delayed part order
Ownership
Consumer states they are 350 LBS and want a new recliner, you offer [] as a options to purchase
Platinum Lift Chair or Gold Lift chair
Process that you follow when a consumer advises they smelled/saw smoke
Schedule a technician for an IN-HOME visit. Labor and Shipping Fees apply if outside the one-year labor warranty.
o Send completed Executive Escalation email notification in SPOT to the Executive
You can find old part orders in this system
ASAP Historical (found in OneNote)
The definition of this acronym SPICES
Smile, Pace, Inflection, Calm Breathing, Energy, Shorter Sentences
Consumer purchased new sofa at 80% off, they called in stating that the mechanism is bent and would like a technician out to the home. Their warranty is
Sold as is, no warranty
Service is handled by this team when consumer picks up chair and takes home. Home is 250 miles away from the store
Wholesale
Consumer purchased from an independently owned store that has now become a corporate owned store. They cannot find their proof of purchase, you use [] to find the historical ticket
AS400
The 4B's of Emotional Intelligence
Be Aware, Be Calm, Be Respectful, Be Forgiving
Due to the updated Drive Toggle kit, this part needs to be ordered as well to complete repairs for older styles.
Drive Rod
Consumer is outside 1st year labor warranty and within the 3 year electrical part warranty and wants to order a new wireless remote - troubleshooting not successful. They have a 5-year protection plan. You offer this solution
Contact ServeCo (bonus if you advise of needing sales receipt )
You can find Email templates, job aids & system References, Access product resource documents, contact info, bulletins & information from coaches, and quick links to systems and websites
CSR Knowledge Library