Call Procedures
The system used to manage Customer Accounts
What is Salesforce Customer?
The starting Knowledge article for every call
What is 'Handle a Customer Contact?'
System used to locate additional product information such as item specifications, availability and customer reviews
What is 'Lowes.com'?
The system used to place orders for customers via Contact Center
What is 'MRV Showroom'?
Hold present on orders being modified to avoid multiple users from working on same order and making changes at same time.
What is a modification hold?
The opening statement of a call
What is "Thank you for calling Lowe's, my name is [], how may I assist you?"
Program that allows customers to keep track of their purchases, projects and set reminders.
What is 'MyLowe's Program'?
Coverage plan that is offered for serviceable items by Lowe's
What is 'Lowe's Protection Plans'?
Secured system used to take credit card information for order placement
What is 'Eckoh Token Sync'?
Resource that is used to determine next steps when resolving an order status inquiry.
What is "Order Status Spreadsheet"?
The drop-down tab option used to search and create customers.
What is 'Account Search'?
Name of the policy that allows customer's to find a lower price on identical item from another qualified local or online retailer, Lowe's matches their price.
What is 'Price Promise Policy'?
Search criteria used on lowes.com to locate closest/preferred store local to customer
What is 'zip code, city/state, or store#?
Program that supports installation projects after labor is sold
What is 'Installation Support Team'?
First option of appeasement
What is future use promo code?
Required to state when performing an outbound call
What is 'This call may be recorded for quality and training purposes'?
Name of third-party secure website that verifies customer for their Military discount
What is 'ID.me'?
Link on lowes.com that displays additional buying guides, how-to videos and calculators.
What is 'Ideas link'?
_ are placed on method of payment at time of online order
What is 'Authorization Holds'?
FTC stands for
What is Federal Trade Commission?
Calls that do not require you to search for/validate customer account in Salesforce Customer
What is 'one and done calls'?
The team that handles denied in-store unreceipted returns
What is 'Refund Administrator'?
Warranty that is available for 1 year for major appliances
What is 'Original Equipment Manufacturer (OEM) warranty?
Name the three different fulfillment methods.
What is pickup later, Lowe's delivery, and shipping?
The card that is provided on cancelled orders placed using a Lowe's Gift Card
What is a refund card?