Wayfair.com/ My Account
What are the Wayfair Brands?
Joss & Main, Perigold, Birch Lane and AllModern
When should we use the Sales Wrap tool?
Product Question
A customer received the wrong item. Where could the mistake have been?
At any point in the life cycle.
Your customer emailed to tell you that his order arrived in green but he ordered blue,
Which wizard would you use?
Wrong Products or Description
What tabs in Service Hub can you use to locate a certain product that the customer is talking about?
Order and Product
What can a Customer NOT do via their My Account?
View all of their orders
Edit billing and shipping information
Check the delivery information for their item
Request a call back from an Agent
Request a call back from an Agent
What should always be promoted to your customers during the call to help further assist them in the future?
My Account
If we have a Payment Issue, where in the Lifecycle of an Order might the interruption be taking place?
Customer and Wayfair
Your customer calls in stating her new lamp is not working.
Which wizard should you use ?
Damage or Defect
What tab would you find a protection plan associated with an item?
Product tab - Destination
Who are the Wayfair Financing partners we work with?
Affirm, Acima, Fortiva, Genesis, Katapult, Progressive
When should you wrap a call?
Every Customer contact
Which one of the following could be an interruption caused by the carrier?
Lost Package in Transit
When would you run the WIMS wizard?
Anytime the customer is asking where their delivery is.
What does CAM tool stand for
Customer Account Management
What can the consultant use to verify a customer?
Phone Number and Order Number
Order Number and Supplier Name
Supplier Name and Address
Last 4 of customer’s SSN and Phone Number
Phone Number and Order Number
What is a ticket, and Where do you create and submit a ticket for WFM?
A tool to contact internal, external and partners (such as suppliers and manufacturers) & Support Hub
What does the term Drop Shipping mean?
Item moves directly from the warehouse to the carrrier.
Should we share the supplier name and phone number with the customer?
Yes - We are permitted to share only when the Wizard prompts you
How are you able to determine if a customer's item is being delivered via Large Parcel?
Product tab - Destination
Who can help the customer with a question about their Wayfair credit card account?
They should speak directly to Citibank
How do you report a missing punch?
Report directly to manager via Workday
At what point in the Life Cycle of an order can an item be cancelled.
Customer-Wayfair.
In Call flow, we should offer this with confidence
Offer Smart Solutions with confidence
Where can we if the customer has previously called in?
Order Trail.