Returns
The customer needs the exchange immediately and cannot wait for the defective item to be received by QVC.
What is an Upfront Exchange?
An installment plan
What is easy pay?
I must express this no matter how minor the customer's inconvenience.
What is empathy?
I can find answers, SOPs, and instructions here.
What is KATiE?
I need to open my soft phone and application in a specific order to avoid errors and missing customer data.
What is A, B, C... Avaya Before Cs application?
The customer found a charge for 6.95 on her QCard statement and wants to know what the charge is.
What is a QReturn label fee?
You must use this payment method to qualify for 6 easy pay installments
What is a QCard?
I must take all necessary steps to resolve issues and provide relevant and correct information.
What is "Ensure a complete and accurate Experience?"
If I'm not sure what to do, sometimes the CS application has the answer here.
What is the Scripts & Tips panel.
I should read this KATiE article every day.
The customer received her Kansas City Ribeye steaks but it was spoiled. I refunded her and told her to throw out the spoiled food.
What is a non-physical return?
If my customer has past-due easy payments, I will likely have to click on this red button.
What is member updates?
There are no partial points for this quality category. One mistake and it's a zero.
What is "Protect the Customer with Verification & Privacy Practices?"
In the CS application, I can use this to search and sort through orders.
What is the "show me" tool?
My calls should average under 575 seconds.
What is AHT?
The customer wants to return an item outside of the return policy timeframe. I am going to override the policy this one time.
What is an exception?
Targeted customers may save money by presenting this to the QVC representative at the time of purchase.
What is a promo code?
I must lead her successfully through the interaction while being concise and efficient.
What is "Respect Her Time by Efficiently Guiding the Interaction?"
In addition to the CS application, I can also find product information, prices, and programming here.
What is qvc.com?
I should always try to assist the customer and defuse the situation on my own before I do this.
The customer purchased a $600 laptop. She needs the birthday gift ASAP, but the screen arrived broken. She would like an upfront exchange. I need to obtain this.
What is Supervisor approval.?
I can honor the price, if the price dropped within 30 days.
I can increase my quality evaluation scores by using these.
What is Resources?
I should make 2 attempts to find the answer on my own, not let my customer wait more than 2 minutes, and then call the mentor line but continue to search.
What is the 2 x 2 rule?
If I want to get paid I should check this every day to ensure I haven't missed any punches.
What is TimeHub?