CC Chat
2 minutes
How long do we have to respond?
an alias we send an email to when we need help with an exchange order
What is RIT?
an order placed online through Ashcomm
What is a 601 order?
a type of credit hold that signifies the customer has not paid in full
What is CTD?
an order that has all of the items on it at the D.C. ready to be delivered
What is a fully reserved order?
A contact status that signifies the customer would not like a partial
What is NO PTL?
What is 72 hrs?
a type of credit hold that signifies a customer has an administrative/process error on their order
What is a F3 credit hold?
calls we make the day before a delivery date to confirm the delivery
What are confirmation calls?
a list of criteria and requirements put in the chat by a cc agent when they have a request
What is a scheduling template?
A contact status that signifies the customer does not want to be rescheduled for an earlier date.
What is RSDEC?
SKUs we must check for before scheduling to ensure they are not present
What are placeholder SKUs?
a separate company that pays us in full on behalf of the customer, while the customer makes monthly payments to them
What is a finance company?
An order that is placed online through our e-team
What is a 603 order
an excel sheet we use to keep track of how many chats we've scheduled throughout the day
What is the coaching log?
A chart we refer to when we're not sure how to proceed within the scheduling process.
What is the scheduling flow chart?
after we have already attempted to call the customer 3 times with no luck
When do we send the 601 email to the customer?
a type of order that we swap existing pieces that are at the customers home for new pieces that are to be delivered. Also, we can not partial these orders.
What is an exchange order?
the amount of time we have until we are considered tardy if late to work?
What is 10 minutes?
What is "like" the request?
these are the three types of orders that we must submit a SFT for cancellation.
What are 601, 603, and Exchange orders?
Within 5 days of the current date
a finance company that can only do a partial for mattresses, foundations, bases, and bold on bed frames
What is Koala?
a place we go when we want to check to see if an order has multiple orders. This is part of our 5 step order research process
What is view customer activity