Fearsome Phrasing
When addressing your guest you should always call them by this?
What is their first name?
This "E" is a great conversation starter.
What is engage?
This Status means that the folks in the warehouse are packing up my order.
What is Released?
A guest is having an issue with their GS Mobile App and I have to hand it off to the tech team. I'm going to head to this system...
What is Zendesk?
To claim ownership of a Zendesk ticket, all I need to do is click this...
What is "take it"?
This word is usually followed by bad news.
This is the score that rates our level of guest service.
What is NPS/Net Promoter Score?
These 2 pieces of information are the best to find a customer in Sterling.
What is email or phone number?
My guest wants to see when the pending hold was released from their card. I'm going to head to this system...
What is Cybersource?
A guest mentions that they placed an order online, but I can't find it in Sterling. So I'm going to head here...
What is Accertify?
You never want to tell your guest to give you one of these when you know it may take longer
What is a minute/second?
You're given a bank of this many PUR (PowerUp Rewards) Points per day.
What is 5 million?
Orders older than 30 days can generally be found by searching here.
What is archived orders?
I want to create a return on a customer's order. I'm going to head to this system...
What is Sterling Call Center?
Your return may not process properly if you don't click on this in Sterling...
What is "Customer can keep"?
Never say, "like I said". Do this instead...
What is rephrase?
When helping a guest change their password, you should stay on the line until they do this?
What is successfully login?
GS_US_DC_LOU means the order was shipped from here.
What is Louisville?
A guest is requesting for us to send them their proof of purchase. I'm going to head to this system...
What is STAR?
Customers need one of these in order to return orders $150 and up.
What is a Fedex Return Label?
A Kodiak and a brown one should never be with you when talking to a guest.
What is a bear? ("Bear with me")
You would issue this for a customer whose shipping was delayed.
What is an APPEASEMENT.
This is another name for the Customer PO.
What is long order number?
I want to see how many lifetime points and current points my guest has on their PUR (PowerUp Rewards) account. Where do I go?
What is CSR Loyalty?
My 15 yr old guest wants to buy something from the website (online purchase), but only has cash. So I'm going to suggest this option...
What is WIS (Web-In-Store)?