Metrics
What Metric deals with assisting the Ct on the first try
FCR
What is the average timeframe can an item be at Customs for ?
10-15 Days
What is the annual fee for the Wayfair Rewards for US?
$29
If Ct item is missing the assembly what are the steps we can take ?
Send Assembly through RAP Wizard/ Download from Website and email Ct
What is the % our shrinkage should be ?
Below 6%
Which Metric Passing Grade is 45%
RES/ Resolution Effectiveness Score
What can we do if a Ct has not received their order and it is backordered ?
Cancel Order and refund Ct if they refuse to wait
When will the Wayfair Rewards renew?
On the date it was purchased of the following year
If Ct cabinet came scratched , what can we offer?
DTK/ Replacement Part
What is the first step once a Ct request a Supervisor ??
De-Escalate first always
Name 3 metrics
RES/FCR/CCF/PCSAT
Which Resolution Cannot be processed through WIMS ?
DTK / Replacement Part
How much % in rewards will a Ct earn from purchases
5% Back
If Ct received the wrong color , what resolution can be provided?
Replacement Unit/ DTK
What wearable item is no longer allowed at work ?
Slippers/ Athletic Sneakers
Which metric deals with LCR
RES
When do we transfer to SST??
When Ct stated that a purchase was made but they did not do it
What do Wayfair Rewards Ct get on their birthday from Wayfair?
A message saying " Happy Birthday "
What can we do if manufacturer has not been responding to Ct ?
Escalate / Re-run RAP
What tool is used to sign into our Workspace?
Yubikey/ Computer
What % should your CCF be?
80%
When do we transfer to Multi Contact?
3+ Contact on order
What is the annual fee for Wayfair Rewards for Canada
$39
What can we do if the Ct disputed a charge??
Advised them to wait 60-90 days for an investigation
What self service steps to do if your System not working??
Clear Cache and Cookies . LOL