VETA
VETA means what in Swedish?
To Know
What are two resources that have replaced our catalogs?
Buying Guides and Online Brochures.
A customer left their diamond ring at the Baltimore location. How do we log or check this situation?
Thru SAMS feature Lost and Found.
What resource built into Dialog replaced RFC
MOSAIK
A staple phrase at the RCMP, we want to attempt to provide this on each of our calls.
What is One Call Resolution.
What type of rights do you need in order to create a new VETA doc?
Publishing.
Wantta buy a used item? What in-store department would you go to?
The As-Is section.
Before you can stop them, a customer gives you their entire cc number? What do you do?
Submit an IT ticket to have the call deleted.
A customer paid cash at a store and needs their receipt. How do we resolve?
Have the customer go back to the store. Escape cannot handle these requests.
The first time you put someone on hold, the duration should not exceed this many minutes.
What is 2.
What section would you find the most recent VETA docs and information?
News and Updates!
What "label" do we use to identify products, product locations, and other important information about an item.
What is a p-tag.
Its a team race - use VETA! You are working in Dialog and get a Spanish speaking caller. If you don't speak Spanish, what VETA doc do you use for information outlining conferencing in a translator?
55824
What three resources can potentially be used to check the balance of a Gift Card.
360 Admin or iPay. Customer can also check on IKEA.com if they are logged into their profile.
When the Quality Team visited training, what was drawing a long tail an indicator of?
High Intelligence.
T or F. You can currently "bookmark" or "favorite" your preferred docs?
No. False.
What increments are our Gift Cards available through?
$5 to $1000
What type of transfer are you conducting when you transfer the call without speaking to the new recipient first.
Blind or Cold transfer.
A customer gives you an order number that does not exist in SAMS or 360 Admin or Centiro/C3web. Where else can we check?
ACI Red.
A mattress can be exchanged for another how many times in how many days?
One time within 90 days.
What two IKEA financing options (cards) do we offer?
Projekt and VISA cards.
What is it called when you end a call but still need to work on something related to that call?
After Call Work.
What are the three ways a customer can get spare hardware?
Co-worker can order thru ASAP-ICOMP or refer the customer to the Spart Parts section of IKEA.com. Also, in-store.
No VETA usage on this one! How many key attributes does the IKEA Tone of Voice embody? Name two.
7. Curious, Humble, Honest, Clear, Playful, Confident, Optimistic.