ECF and VOCs
The pillar that involves using the person's name
What is Engage?
True or False: The interaction log is where you leave customer notes.
What is True?
What program do you open on your desktop to get to Maps and Tools?
What is Google Chrome?
What password do we put in for Okta?
What is Portal password?
Customer states they need to cancel a STH order and the order was placed 25 min ago.
What is Cancel the order in HOME?
The pillar that involves recap, confirm, appreciate and educate on the survey
What is Gain commitment?
Collection of OCC articles to provide guidance on topics.
What is Knowledge Base?
Where do we look up extensions we may need to call out?
What is Phone tab?
What two Aux statuses are we allowed to use once in production?
What is Default and System issues?
Customer states tracking shows delivered but they do not have their package. They have checked outside and with neighbors.
What is Contact CC company to dispute?
The pillar that involves sharing the value
What is Problem Solve?
True or False: Cases are created in CRM
What is True?
Where can we find a receipt in maps and tools?
What is Receipt lookup tool?
Where do we send a message to chat pf for help with an issue?
What is Personal tab?
Customer doesn't have their STH order and it is 7 days past ETA. Tracking shows no movement in 4 days.
What is Fulfillment Failure?
What VOC does this question relate to? "How easy was this to be accomplished for you today"
What is CES?
What must you click on when finished with your notes in the interaction log?
What is Save?
What does "partner with leadership" direct us to do in maps and tools?
What is Go to RES?
What two options do we have to send a customer an email? Which one is preferred and why?
What is Outlook and CRM? CRM is preferred because we can select "DO NOT REPLY".
Customer needs to return item and agrees to take item into store with order confirmation and ID. Do you need to do anything in HOME to set this up?
What is NO?
Name the 4 VOCs (not AHT)
What is ASAT, CES, LTSA, STR?
What information can be given to look up a customer in CRM? Name them all.
What is Order number; Email; Phone Number; First name, Last name, zipcode?
What is the section on the left side of maps and tools that provides guidance?
What is Interactive process maps?
What tool should we have open while servicing to eliminate the customer having to repeat themselves and will allow us to copy into the interaction log to reduce AHT?
What is Sticky notes?
Customer wants to change their pickup person to their husband on their BOPIS order. What do you do?
What is Cancel order and replace?