To credit a customer when an order is cancelled or item is cancelled from an order and the customer discarded the gift cards after submitting the order
What is Gift Card Flip
100
Customer calls in asking if Dyson is an exclusion
What is exclusions (Under HOT ISSUES)
100
Your scorecard can be found in this program...
What is CAP / Cognos
100
Adherence must be a minimum of __ and __ for PFP
What is 90 and 92
200
Name the locations for all
What is eFC1 (873) is located in Middletown, Ohio
eFC2 (809) is located in San Bernardino, California
eFC3 (819) is located in Edgewood, Maryland
eFC4 (829) is located in DeSoto, Texas
200
To bill a customer if extra merchandise was received and the customer wants to keep the extra item(s).
What is Manual Bill Request
200
Customer called in just to place an order - no issues
Basic order assistance - no issues (Under HOT ISSUES)
200
Scorecards are updated every _ days.
What is 2
200
True or False
To maximize your adherence %, it is okay to change your phone status within 5 minutes before your next scheduled event (break, lunch, meeting etc...)
What is True
300
Name the conference room at the end of the hall, on the 2nd floor, under King Ranch.
What is Bluebonnet
300
When an incorrect item is received and the retail value of the item received is lower than $25.
What is Mis-Ship
300
Kohl's assoicate inquiring about associate discount and stackability on line
What is Promo Codes (Promos/Discounts)
300
The minimum scorecard % needed to qualify for PFP is...
What is 89%
300
In the last meeting, adherence adjustments can take up to _ days to be adjusted
What is 7 (a week)
400
This department handles escalated situations across all lines of business, including but not limited to: Better Business Bureau (BBB) complaints, Consumer Financial Protection Bureau complaints, Attorney General complaints and escalated correspondence directed to Kohl's Executives, Customer Injury and Damage. Reach out to your Team Lead or Coordinator for assistance in determining if an situation should be forwarded
What is OTP
400
To credit a customer for damaged item(s) from the order after the entire order is shipped and delivered.
What is Damaged Item
400
Tracking shows no evidence of movement for more than 8 business days
What is Shipping Status - Timeframe HAS passed - Checking Order Status (Fulfillment and Shipping)
400
** In order **
What is your goal for TALK, HOLD & WRAP
What is 520, 21, 8
400
2 consecutive months of not reaching the minimum adherence goal could result in a...
What is Behavioral Counseling
500
The eFCs are the warehouses that Kohls.com orders are shipped from. Name the 4 EFC locations
What is eFC1 (873) is located in Middletown, Ohio
eFC2 (809) is located in San Bernardino, California
eFC3 (819) is located in Edgewood, Maryland
eFC4 (829) is located in DeSoto, Texas
500
To request a credit for shipping due to a Kohl’s error
What is Shipping Adjustment
500
Some of the merchandise has not shipped
What is Shipping status - Partial Shipment - Checking Order Status (Fulfillment and Shipping)
500
Daily Double!!!
What are the 4 categories that makeup your scorecard AND rank them in order from greatest to lowest %
VOC=35% Prod=30% Quality=25% RPH=10%
500
True or False
The 8 minute grace period at the start of your shift does impact your adherence.