Cases
Templates that can be cloned to document an occurrence such as an issue with an order
What is the Case Template Guide?
Silence exceeding 20 seconds
What is Dead Air?
The T-code for a return inquiry
What is Z8G6?
Credit Request - Qty and Value Order Type
What is a Z8C6?
Knowing that your team has your back
What is Be Open and Trust Each Other?
The article number for the Vision Care Case Template Guide
What is 3205?
When the desired extension is not informed of the details of an incoming call
What is a cold transfer?
The step to systematically tie the RMA to the original sales order in SAP
What is Create With Reference?
Debit Request - Value Only Order Type
What is a Z8C8?
The foundation of delivering our products to customers to help them see Brilliantly
What is Maintain Your Line of Sight?
Where approvals can be located
What is Attachments?
Absolutely! I'd be happy to help! My Pleasure!
What are examples of Positive Language?
CCA's credit approval amount for contact lenses
What is $7,499.99?
Returns with no flags under this amount will credit the customer automatically
What is $1000?
Learning from an experience that didn't go as planned
What is to Fail Forward?
The case record type that locks down the description field
What is a Quality Complaint?
The ability to understand and share the feelings of another
What is Empathy?
The Return Approval Code that can be added to an RMA if the RCCA wants to review the return before issuing credit
What is ZZZ?
The condition type to credit/debit freight only
What is Z8CL?
Dressing up for Halloween, Customer Service Week, Super Bowl tailgating
What is Lighten Up and Have Fun?
The case template used for delayed deliveries due to weather
What is Late Delivery - Concession - 00307267?
Resolving an issue the first time to avoid repeat calls
What is Next Issue Avoidance?
These returns, regardless of dollar value, require approval from a Sales Rep as well as the corresponding level of approval.
What is an OTC Overstock Return?
Suppresses the credit memo from being sent to the customer
What is the "Do Not Mail" box?
Continuous learning, questioning processes
What is Be Curious and Listen to Understand?