Call Flow
The categories of the ACE Call Flow
What are Greeting, Discovery, Resolution, Closing?
The customer purchased a full bed frame with headboard/footboard/slats. They report missing parts as they only received the headboard/footboard. The first steps you take to resolve
What is ask them to check in headboard/footboard for hidden parts?
The customer does not see an update on their item being shipped. You run WIMS and find the item has a not yet shipped but is past the expected ship date. Your next steps are
What is follow WIMS resolution options?
The number of verification pieces needed
What is 3?
You need information on product number to find if item is wrong product or not. You find this on BLANK
What is Sales Suite?
The steps for Greeting in ACE Call Flow
What is: Thank customer for choosing WF (or appropriate store), use customer name with presumed issue, and acknowledge/empathize?
The customer reports they are missing parts. The item comes in multiple boxes. One entire box was never delivered. You continue to use BLANK wizard to service the order
What is WIMS?
The customers item is marked delivered. Upon investigation you see it was marked delivered at the cross dock. You tell the customer what?
What is allow 7-10 days for tracking to show up on the CA side?
What is none or half or needs billing address for a full verification piece
When using sales suite it is important to first ensure THIS is selected for accuracy of information
What is options for item? (IE color, size, etc)
The steps for Discovery in ACE Call Flow
What are: Recap issue, compliment the purchase, review order trail/tickets/conversations, use correct wizard, assurance?
The customer feels like they did not get the correct color, your next steps
What is check listing photo and customer photo and/or product numbers on customer packaging against Sales Suite?
The customer reports not having their item even though it was marked delivered several days ago. Your next step is
What is check the shipping address vs where the customer lives AND use FedEx delivery photo to help locate the item?
Item description DOES/DOES NOT as a piece of verification
What is does?
What is Admin Home?
The steps for Resolution in ACE Call Flow
What are: Offer resolution with confidence and step offers if needed?
The customer has a dining room set that is a kit SKU. There are three parts of the kit as follows: Table Top, Table Base, 4 chairs. They report the table base unusable. You reorder the table base as PARTS or WHOLE UNIT?
What is whole unit on that part of the kit?
The customer reports their item is shipping to the wrong address. Item is small parcel and in transit. The next steps for the customer are
What is use the FedEx website to request a hold at location and if unable use InfoHub for shipping address change?
https://infohub.corp.wayfair.com/display/SS/NA+OC%3A+Shipping+Address+Change+Processes
The level of associate able to verify B2B contacts
What is Senior Associate? (skill 1 cannot verify B2B and a B2B customer needs verified if transferred to you as a Senior Associate)
What is giving information to avoid a call by providing next steps regardless of which way the resolution goes?
What are: Recap and set expectations, check for additional needs, promote My Acct, wrap appropriately, thank them for shopping at STORE NAME?
The RAP wizard ends with supplier transfer. You set expectations that the supplier will get back to the customer in XXXXX days
What is 3-5 days? (even though the email says shorter, set the expectation of a little buffer)
The customer reports they only received part of their item. You find out that the item is shipped in multiple boxes and one entire box is missing. Your next steps are
On orders bannered for SST or canceled due to fraud you verify this information before transferring
What is none?
The best team in WFCA
What is The Frozen Tundra?