Email Signatures
True or False: Your email signature requires your updated phone number with area code 346.
True! The updated phone number is required so that the guest may reach you directly.
Pick out the key words or phrases that would be considered placing blame on others:
o Jennifer notated
o What we can do
o You missed your delivery
o Your Sales Rep misinformed you
o I’d be happy to review this
Jennifer notated, You missed your delivery, and Your Sales Rep misinformed you
Name key words that can assist in assuming ownership / not placing blame on others or different departments. (Hint: think inclusion
We/ Us/ Our
True or False: By updating your information in Workday, your email signature in Salesforce is no longer required to be entered manually.
False! The update is for Outlook emails only.
How would you phrase the below statement to a guest to not place blame on the warehouse?
“I don’t know why the delivery didn’t go out today. Our warehouse didn’t load it on the truck for some reason.”
We apologize that we did not notify you about the inventory delay. I would be happy to reschedule you for the next available day based on inventory.
Is a call required for the following scenario?
The guest submits a “Reschedule My Delivery case with a date in the description that is available for reschedule. The agent reschedules to the date requested and emails to advise.
A phone call is not required as this request is able to be completed without further information.
What needs to be included in your signature to the guest for a store order?
Your First Name and Last Initial
How would you phrase the below statement to a guest to not place blame on them?
Guest accidently ordered a full earlier today, but needed a queen size on their order, WEB00054254. “We see that when you placed the order, you put a full on it.”
We would be happy to modify your order, and update the merchandise to a queen.
When is a phone call required when working a case?
When requested by the guest and any time all the information is not present on the case to solve the request.
What is the minimal information required in a signature for an internal email?
Closing statement (i.e., Thank you) and your department.
Would the below statement be placing blame on the manufacturer?
Guest: Why does my invoice show that my mattress will not be delivered until 11/27/2023.
Agent: I apologize for the confusion, the date listed on your invoice is a place holder for items that ship directly from the manufacturer. Please disregard this date, your item will ship in the advertised time frame and you will receive an email with the tracking information when it is on its way.
No, this is not placing blame. It is proper education!
Is a call required for the following scenario?
A case is received with the Sub Record Type: Incorrect/Missing/Damaged Item(s) Received, with a description stating: “delivery of mattress and damage.” The action taken by the agent is an email to the guest requesting damage photos.
A call is required. The agent must call the guest prior to sending an email.