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 should always do this, if I need to step away or go into 'Personal Aux'
What is Announce brb in the teams Chat? (Notify my trainer/supervisor/team etc. is acceptable)
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?
This payment method guarantees 5 EZ payments, everyday, on every item.
What is a QCard?
I must fulfill all promises and do it correctly.
What is complete and accurate?
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 you have past-due easy payments, I must click on this red button.
What is member updates?
It is a 'Critical Behavior' if I fail to present this offer when prompted.
What is the Preapproved QCard Offer?
In the CS application, I can use this to search and sort through orders.
What is the "show me" tool?
If my OE/CS (CS application) freezes, this is my first troubleshooting step.
What is minimize and maximize the application?
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 lost points in this quality category because I kept trying to process non-received item from the 'returns' screen.
What is Respect her time by efficiently Guiding the interaction? (Efficiency or navigation are acceptable answers.)
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...
What is Supervisor approval?
I can honor the price, if the price dropped within 30 days.
I can limit losing points of a quality evaluation by using these.
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?