Rappers
Cardi B calls in with a cracked mirror, we get her refunded and she needs some help shopping for a new one because this one is now out of stock, we get her transferred to this team.
What is Sales team?
This is the standard amount of time we ask our customers wait before we can process a resolution in the WIMS wizard.
What is 10-6-6?
This is the ticket we enter if we notice our phone going into call overlap or going ready to not ready very quickly.
What is a tech ticket?
Ginny emails in: "My rug arrived today and as I was opening it up I noticed a small tear on the corner, I think I can hide it but I just wanted to let you all know" This is the wizard and resolution we respond with.
What is D&D; DTK.
What is a survey sent to customers via email after a service contact.
What is a CSAT survey?
Drake calls in and he tells us that his new mattress is making his back hurt and he's been trying to stick it out but it's been over a month, we transfer his to this team.
What is Skill 2?
This is what you will see when you are setting us a return that makes it okay to waive the shipping.
What is a green check?
This is the ticket we enter when a customer calls in asking about their package and it was supposed to ship out a few days ago.
What is a supplier ticket?
Hedwig emailed in: My bird cage I ordered was marked delivered this morning but I've looked everywhere and I can't find it. This is the wizard we run and our resolution.
What is WIMS; All set(following LIT compliance we need to ask to wait 6 full days before we can reorder/refund)
This is where we can lead customers to request replacements or set up a return.
What is the My Account section.
Ye calls in and say his brand new oriental rug he ordered off of our sister site for $90,000, and its ugly, we send him to this team.
What is Perigold team?
What is a DTK?
This is a ticket we enter when a customer is calling in regarding the status of their replacement part.
What is a replacement part status ticket?
Dudley emails in: "I bought this sideboard for my mum but she absolutely hates it, she can be hard to please. Can you please help me get it back to you" This is wizard we use.
What is Return Wizard.
If we wanted to know more about Affirm, Acima, Fortiva, Genesis, Citizens, Katapult, and Progressive we would look up this Infohub.
What is Wayfair Financing?
J. Cole calls in and says that when he went to open up the box to set up his brand new mirrored dresser and he cut his hand and stained his white carpet with his own blood, we transfer him to this team.
What is CAT?
This is either the wizards "best choice" resolution, replacement parts, and dtk <=20%.
What is an LCR (low cost resloution)?
What is the ticket that we enter in when a customer purchases and pays for one item but the supplier accidentally ships them 2 of the same product.
Customer Received Duplicate Item tickets?
Ron emails in: " Hi I ordered a new towel set and it just came in but I'm missing the washcloths that were supposed to be included, can I have those sent to me?" We would run this wizard and resolution.
What is missing parts; replacement parts.
This is where we can go if a customer asks for our policies in writing.
What is the help center located at the bottom of Wayfair.com
Meg calls in and her new dresser is missing some pieces, the wizard is telling us to warm transfer to the supplier but Meg just wants to talk to us at Wayfair because she knows how amazing our customer service is, we transfer her to this team
What is CARE?
A customer calls in with a dinnerware service for 4 with a 3 broken salad plates they are very upset and love the set, this is what we should be offering.
What is replacement parts?
This is the ticket we enter when a customer has to order a replacement for the 3rd time or more due to repeated damage.
What is a Multiple Damage ticket?
Harry emails in:" Hi, I just received the duvet cover that I ordered but I ordered maroon and received a green one, I really don't think this will go with my décor. Can I get the grey one I ordered?". This is the wizard we run.
What is wrong product; replacement unit.
What year was Wayfair started?
2002
Double points if you can name both founders!