Who To Contact List
Expedite Request ( when order needs to be expedited) Expedite Request ( when order needs to be expedited)
RUSH ORDERS
Proper Acknowledgment
I would be happy to help you with that
or
I can look into that for you today
Your Stats and Jason's Funny Meme's are housed here
Team Shay Page
I go here to see/review my evals
QMS- Enghouse
This team mate has made over $1000 in Be your Best money this year, and averages over 97% on CEX for the year ~!
Debi
Process RMA request (after 7 days but with in 30 days of arrival)
Rush Orders
Brief reason for request, screen print of the order from secondary and tracking if available
Did you use an appropriate greeting
Acceptable Greetings:
June Edition is out- Check our latest designs and styling tips
Something New!!
Magazine publication
Front page of sharepoint
What are the auto fail categories
(meaning if I miss one of these I have FAILED my call)
Did you complete the call back request?
not completing the request (deferring or resolving without properly handling it)
Were you courteous and polite to the customer?
Don't be RUDE ya'll!
We will gain 3 new team members for July...what are their names?
Dani, Serena, Victoria
Charitable Donation- Anyone who wants us to make a charitable donation to a prom closet, weddings, etc.
Fill out form on bottom of website (preferred)
or
Charitable Donation Request- Email
Asking for the Customers Name- Acceptable way to ask
Acceptable ways to ask someone’s name
I need to find out what holidays we have off?
Policies and Procedures
Tools to win with
Holiday Schedule revised
Were you ready and prepared to assist the customer with their needs? Name 2 things that would take away these points
Placing your caller on hold immediately
Browsing websites
Finishing up another case/not prepared to assist the current customer
Not Sutherland..
Greg
son's name is Keifer
Keifer Sutherland
Advertising requests/Opportunities/Website
adrequest@dbi.com used for ads on website
Did you use the correct systems/tools to solve the customer's concern. Did you do and complete what you said you were going to do? Did you send the email? Did you get permission to do a return outside of the 14 day?
What category?
Did you follow through on your commitments and process the transactions correctly?
Flash Sale updates are found here
Policies and Job Aids
Flash Sales
Did you present yourself as part of our team?
But what does it mean?
Not placing blame or fault on other areas of DB,
"well the STORE didnt send the dress out"
"The WAREHOUSE should have check it before shipping"
The finance team didn't send the check
everything should be WE
I apologize we didn't get the dress out on time, we should have checked it before shipping.
We haven't issued your check at this time...
WE ARE ONE DAVID'S BRIDAL
This jungle book character belongs to one of our agents as her furry companion
ps he is blind
Kelley
Mowgli is one of her ferrets
Gift and Favor Product Inquiries This is used for all gifts and favors that are not vendors. Us Vendornet for those.
GiftsandFavorsteam@dbi.com and webops@dbi.com
What is a meaningful connection with your customer? (give sample)
What is the weight/influence on the eval?
Must answer both parts correctly to receive points
Asking about the event or them, finding common ground, expressing interest in them and their situation or the event, all these provide rapport building letting our customers know WE CARE. Acknowledging life events (birth, death, marriage other)
HEAVY influenced/weighted
My comp calls are stored here and so are awesome things my peers said about me
Excellence In Action Page
CHECK IT OUT
Process to review EVAL scores
all 4 steps
Log into QMS (enghouse)
Hit Clipboard
Hit Search
View Feedback
When an issue goes wrong inside the bricks...these 3 are what makes the team stick
Louisa, Brandon, Carrie
STORE MTO