Shop My Exchange
This is also known as our customer service platform.
What is CSC?
This is commonly referred to as "MAO".
What is the name of our order management system?
The acronym we use to remember the flow of a call?
What is love?
She is the person who teaches us.
Who is LaDeanna?
The link for this is found at the bottom of the SME home page and uses 15, 30 and 90 as deadlines.
What is our return policy?
The easiest way to find a customer's account.
What is login, or email address, or phone number, or first and last name?
The fastest way to find a customer's order.
What is using the order number search function.
She is the person who leads the eCommerce Call Center
Who is Crystal Chism
This is where our customer can go to print a prepaid return label.
What is order history?
What are tickets?
What we call the page that displays an order's shipping information in MAO.
What is order status page?
Thank you, identify the organization, call to action or asking how I can help.
He is the Senior Vice President of eCommerce.
Who is David Lemons
This has a 14 day time limit.
What is price match?
This is the last, and most important, step in taking a phone order.
What is read back, or order review?
This is what we call the page in MAO that allows us to view customer communications.
What is order detail page?
This is the last thing we do before hanging up. It's important that it be sincere.
What is say thank you or express gratitude?
What is the merchandising directorate?
What is our mission?
First & Last name, email address, phone number, date of birth, CID number, billing address.
What are items we can use to verify the customer?
This is often times the easiest way to de-escalate a call.
What is advising the customer this is the last time they'll have to explain the issue. We're going to solve this problem today.
This person is the Chief Executive Office of the Exchange.
Who is Tom Shull?