Wizards
What are the 2 type of wraps we use?
Service Wrap and Wizard Wrap
What does acronym BAM represents and what is this tool used for?
Business account management- Use for verification of B2B customer account.
Which 2 tabs in service hub you can use to run a wizard?
Order and Product Tab
when a parcel is shipped out, what does the customer receive?
An email notifying them that the item is shipped and the tracking number.
When searching Infohub should we use Employee Resources North America or Customer Service North America?
Customer Service North America
A customer bought a bed and wants to return it because it's too large for their room, what wizard would you run?
Return
True or false
We can access MyAccount through the customer tab?
True
When an order is pulled up in service hub, what should we always review before giving a resolution?
Order trail
What are the 2 main metrics that the lifecycle of an order helps with?
FCR and PCSAT
How soon after a customer sends a message you should respond and who should have the say in the chat?
You should respond within 30-60 seconds and the customer service agent should always have the last say.
A customer is contacting because their item is not picked up as yet for delivery from the warehouse, what wizard would you run to help with getting a resolution?
WIMS
If a customer is contacting because they want to return a mattress within 20 days after it's delivered what would you advise them to do?
Mattress return requests within the first 20 days: Advise the customer to give the mattress an additional 2 weeks to adjust to their body
Name 2 high cost resolutions.
Full unit replacement or Full refund
What are the 4 steps an order goes through?
Customer>>Wayfair>>>Warehouse/supplier>>>Carrier
How many stages are there in the lifecycle of an order and up to what step can an address change be facilitated?
4 stages and warehouse.
Give 4 low cost resolution that the wizard may provide that you can offer to the customer.
All set, Discount to keep, Replacement parts or Repair
What's the maximum amount of days a customer have that they can contact us to return a mattress and where would you as the customer service agent go to setup a mattress return for this customer?
If the customer is requesting to return a mattress they have opened within the first 100 days, follow the steps to set up a return with Hub Group
How many days after receiving an item does a consumer have to report a problem?
30 days.
What carriers are used to ship small parcels?
UPS, FEDEX and Purolator
Name 4 of the delivery service levels we have for large parcels.
Curb side we unload
Curb side you unload
Outside front door drop off
Inside home entrance drop off
Room of choice delivery
Full service delivery and assembly
Back yard delivery
Name 7 types of wizards that we can run when customers contact us
Cancellation wizard
WIMS
Returns
Where is my return refund
Shipping Address
Change delivery method
Report a problem
Name the sister sites that we support
Joss and Main, Birch Lane, Allmodern and Perigold
What wrap is also known as Manual wrap and why?
Service wrap- This is because we don't run a wizard, this is used when we assist customers with general concerns.
What is the transit time for small parcels?
1-8 business days
What is the names of carriers that Wayfair uses to deliver large items?
Large parcel carriers can reflect as Cranberry which is a Wayfair carrier JB Hunt or Central Main moving and storage which are third parties.