F
Do we install Mirrors, Vanities, FIre tables, or Chanderlies?
NO
WHAT IS THE CLOSING STATEMENT?
Thank you for shopping/choosing with RH, have a great day.
Can we cold transfer?
NO
WHO IS PART OF OUR LEADERSHIP TEAM?
HEIDI, DEVIN, MARIO, GEORGE, KAITLYN, JASMINE, KARINA, YESENIA, & ALLY
WHAT IS THE OPENING GREETING?
Hello, good morning/afternoon. This is (First Name) from RH home delivery who do I have the pleasure of assisting?
When should you remain auto-in?
ALL THE TIME
WHAT IS RTBS?
READY TO BE SCHEDULED
DESIGNER TRACK WHAT DOES THE RED MEAN?
We can not consolidate/schedule these dates without approval from Cristal.
Where would you force a time window and what time frames can we force?
Dispatch Track - 4 hour increment
WHAT KIND OF CHECKLIST DO WE HANDLE?
DELIVERY, EXCHANGE, RETURN & MANUAL
WHAT 3 THINGS CAN YOU USE TO LOOK UP A CLIENT IN RH SCHEDULING?
HDL/CHECKLIST/REFRENCE, ORDER NUMBER, & PHONE NUMBER
What are the restriction questions we ask the client?
commercial or residential?
Is a certificate of insurance needed?
Are there any stairs? Gate codes? Elevators?
Are there tight corners or narrow hallways?
CAN WE GUARANTEE A TIME WINDOW REQUEST?
NEVER
DIFFERENCE BETWEEN A SAMPLE VS STANDARD
A STANDARD COI WILL BE SUBMITTED IF THE CLIENT HAS ABSOLUTELY NO CHANGES NEEDED.
A SPECIAL REQUEST WILL BE SUBMITTED IF THE CLIENT HAS 1+ CHANGES NEEDING TO BE MADE AND MUST EMAIL THEIR REQUIREMENTS TO COI@RH.COM.
WHAT ARE OUR 4 VALUES?
QUALITY
SERVICE
PEOPLE
INNOVATION
What’s the difference between the HDC vs the DC?
HDC IS THE LAST STOP BEFORE BEING DELIVERED TO THE CLIENTS HOME.
WHAT IS A TWO TEAM MEET/TTM?
WHEN AN ITEM IS OVER 400 POUNDS OR CLIENT REQUEST
WHY DO WE CREATE SERVICE STOPS?
A request we DID NOT finish the day of delivery (assembly and placement if it was not done the day of delivery).
WHAT IS THE SAME DAY RESCHEDULE PROCESS?
Step 1: Make any notes you need on RH Scheduling
***DO NOT FUTURE DATE, only exit the account***
Step 2: Advise the client we will reach out in 24- 48hrs to reschedule.
Step 3: Send out the SAME DAY RESCHEDULE email with all client’s information.
Step 4: Call Dispatch to have the team skip over the scheduled delivery stop.
Step 5: Follow up in 24hrs when the new checklist (route recon) regenerated to schedule the client again.
Name the 4 distribution centers
DC 85 TEXAS
DC 95 SAN FRANCISCO
DC 97 LOS ANGELES
DC 98 BALTIMORE
NAME 3 EMAILS WE SEND & WHERE DO WE FIND THE CONTACT
ANY EMAIL
WHO TO CONTACT
WHAT ARE THE 11 POINTS?
TONE, GREETING/ OPENING, CALL RECORDING DISCLOSURE, ADDRESS VERIFICATION, PHONE/EMAIL VERIFICATION, LOCATION QUESTIONS, ITEM VERIFICATION, FOD VERBIAGE, SIGNATURE OPTIONS, TW VERBIAGE, CLOSING
WHAT IS DISTRO TO DC?
WHEN SOMETHING NEED TO BE SCHEDULED PRIOR TO BEING SHIPPED TO THE MARKET
WHY DO WE SEND A REDIRECT?
CHANGING THE ADDRESS FROM ONE MARKET TO A COMPLETELY DIFFERENT MARKET
WHAT IS THE RESCHEDULE PROCESS?
PULL UP THE CHECKLIST IN DISPATCH TRACK
CLICK EDIT
CHANGE THE STATUS TO HOLD
DELETE THE REQUEST DATE
CLICK SAVE
CLICK EDIT
CHANGE THE STATUS TO READY TO SCHEDULE THEN CLICK SAVE
WAIT FOR THE CHANGES TO SAVE BEFORE THE NEXT STEP
PULL UP THE CHECKLIST IN RHOM
CLICK “EDIT DELIVERY INFO” AND DELETE THE DATE
CLICK “SAVE CHANGES”
NOW SCHEDULE IN RH SCHEDULING