My Pandora
What is My Pandora?
A loyalty program that allows CX to earn points based on their purchases and then spend those points for future purchases. Each $1 they spend is 1 point and 40 points is equal to 1$.
What is the first step of the appeasement triangle?
Inform - please inform the customer first of policy and apologize. Provide empathy.
Step 1: Standard Greeting & Offer Assistance
Must include: Pandora Jewelry, Your Name, a question to ask for assistance..
Example: Thank you for calling Pandora Jewelry, this is Deb -how can I help you?
How do you check if a CX has a current account in SF?
Phone number, name, or email address
What is the range of time (in minutes) between clocking in and being available in the queue?
0-8 minutes
If a customer spends 560$, how many points do they earn and how much will that be for a future purchase?
It is 560 points and 14$.
10% or 15% DC, Free Shipping, Promotional Item, Appeasement Item
Step 7 & 8: Verify all issues and proper closing
Must include: Additional confirmation all needs were met and a gratitude for calling
Example: Is there anything I can help with?
What are the mandatory fields for a complete account profile?
Name, Phone number, Email address, shipping address
How often should you check you check your time sheets for accuracy?
At least once a day
The CX says they have My Pandora, they purchased at a participating store and the transaction is not showing in Brierley. What do you do?
Put in a ticket with Pandora Assist with images and clear description
What is level 2 of the appeasement triangle? (3 options)
Replacement of 5 items, Gift cards, replacement item (up to 5), additional DC 20% or 25%.
Step 3: Request identifying case information
Must include: First and last name, email address, and phone number (Bonus if you ask for address)
Example: Alright, let me get some information from you - can I have the best spelling of your first and last name and the best email address?
If the case type is store experience, then the support type options are... (4)
Compliment, complaint, inquiry, warranty
Why & How to Reporting/Recognizing Fraud
DM Irina (or Lauren) if you notice/research suspicious activity (OTCR, multiple accounts, high value inquiries)
What is the transaction number? Receipt Info:
Store: 218081
Reg/terminal: 59
Tran: 13414
Date: 9/10/24
08100590000013414240910
What is the level 3 with supervisor approval appeasement?
A gift card of over $50.
Step 2: Provide an empathetic & Assurant statement
Must include: An apology and a statement of how you will support
Example: I am sorry that your bracelet broke, I would be frustrated too. I am happy to see how I can assist you.
If a CX has multiple accounts, what do you do?
(3 steps)
Connect accounts: Details, Original case number, Place in parent section
What are the steps to request off? (4 steps)
Request in ulti-pro, message TL, place it on the team calendar (Name,OOO), & categorize
You would not find the transaction number because this is before My Pandora loyalty program began
Scenario: They lost a bracelet and two charms that were purchased Valentine's Day and they lost their receipt. What would you do?
Must include- Search KWI, ask for item numbers or descriptions, ask for supervisor approval to offer an OTC in the form of a GC of retail value
Step 6: Provide an example of how to ensure the customer understands the outcome.
(Item out of stock)
Must include: Sending a pre-paid label and egc timeline
Example: So the item is out of stock in our warehouse so because of that I can offer a gift card of the retail value. I will send you pre-paid label so you can return that damaged item. Once received and processed a gift card will be sent to your email within 7-10 business days.
Provide the mandatory list in a detailed & correct description (GC Request)
Issue:
Resolution/Action:
R/L:
Item #:
GC Request: [amount, us/ca]
DC:(optional)
What is the main purpose as a customer experience escalation representative for Pandora Jewelry? (You must say 3 out of 4)
1. Handle customer issues, 2. Ensuring a positive resolution and maintaining Pandora’s high standards of customer service. 3. Responsible for building brand loyalty. 4. De-escalate complaints by displaying active listening and problem-solving skills.