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After the greeting, these are the 3 pieces of the opening
Empathy (if applicable), willingness to help, transition to learning
This person is Alta Resource's CEO
Jim Bere
This is the main principle for coding cases with comment codes
Code to what the consumer says, not the cause or what we assume
This is how you log a call from the same day as the original contact and a new complaint is introduced
Add to the Summary, add the Call ID to the case comments, update coding, (add product details (if required), complete any new surveys)
This article is your main resource for when you have questions on Summary, Production Codes, Product Paths, Where Bought, etc.
Capturing Good Data
This is the phase of contact flow to understand what the reason for contact is and the product in question
Probing- ex. "When you say you don't like the scent is it a preference, or is it too strong or smell off?" "What product are you referring to?"
This person is one of our FHD partners on the P&G side
Jennifer Hall, Lesa Day-Dean, or Mary Lynn Cole
These are two examples of things that should not be added into a phone summary
PII, production code, store, UPC, product information, curse words, anything the advisor said
These are the scenarios when you need to inform the consumer the call is being recorded?
When someone new comes on the phone, when completing a callback and the consumer answers
This article is used to provide an accurate response when the consumer doesn't like the shape of a Tide bottle, or perhaps the trigger size of Febreze Air (close article name accepted)
Dislikes package design/artwork/instructions/packaging
On a phone call if the consumer has called to ask what ingredients are in Tide Liquid, this is the PII you need to ask for
Email, and optional first name
Our P&G Oral Care team is located at this Alta location
Manila/Philippines
This is what is entered into the production code fields when the consumer can't read it
Blank, and Cannot Read
These are the two damage claim types that have to be sent physically
Febreze Car Clip damage, and scent residue
This article is used to provide an accurate response when the consumer wants to know why a product is no longer available
Why was my favorite product discontinued?
This is the follow up reason selected when a consumer hasn't gotten their coupon.
Service > Did not receive what was promised; item damaged
This is the name of P&G's call center who handles Beauty
RDI
This is how many product paths you need when a consumer has four of the same products, two have different
Three
These are the two follow up reasons you'd add comment codes to the existing case for the exact same product, instead of creating a new case
Adverse Event, Critical Product Quality Complaint
These are 3 possible Urgent AE Symptoms per article Adverse Event - Symptoms and Scenarios
Anaphylactic shock, breathing, burns, chemical burns, death, emergency contact, epi-pen, fainting, heart attack, ingestion, product abuse, rash (while or multiple parts of body), seizure, stiches/staples/sutures, swelling
This is the Fulfillment timeframe verbiage we state to the consumer
Allow up to 3 weeks for your coupon/PPDC to be delivered in the mail
This is the year the P&G Team launched at Alta
2016
This is how many symptoms fields would be entered in the Medical Survey for a rash on arms, legs, and torso, itching on the legs, and a headache
Five
These are the three items we need for consideration of compensation for OOP Medical Costs
Questionnaire, copies of medical records, copies of medical receipts