Problem Solving
This classic Customer Service saying reminds us that we will do right by the customer, no matter what...
What is...
The Customer Is Always Right
When presented with an issue, New Pig CS Reps response should start with this.
What is...
An immediate apology
This is the first piece of information that should be verified when a customer calls in.
What is...
The company name and complete address
This ZP type is used if the customer only receives a partial delivery. They ordered 3 and only 1 has arrived so far.
What is..
ZP- V
This group can be called if you need help with a problem, either before or after the customer call.
Who are...
Coaches
These types of questions will gain a longer response from the customer. The customer won't be able to answer with a simple "yes" or "no"
What are...
Open Ended Questions
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Ownership
This is the second piece of information that should be verified when a customer calls in.
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The customer's contact information
This is the nickname for a NP Rep who works through ZP lists.
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A Maniac
This group can be called if we have product problem or concern, or if we need to find a replacement product for a customer.
Who is...
Tech
New Pig honor this timeframe when working with problems.
What is...
24 hours
When presented with an issue, WHAT we say & HOW we say it can make or break an interaction. This is what NP CS uses when speaking with customers.
What is...
Positive tone & wording
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The address it was shipped to
The item number & qty
This type of ZP would be used if the customer received their order, but it's missing a component.
What is...
ZP type P
This document, found on Oinx, is our standard for handling problems or concerns.
What is...
Problem Solving Checklist
(Doc 45)
These are the 4 resources that CS Reps use to solve customer problems.
What are...
Problem Solving Checklist
Quick Ref Cards
RM Script
ZP Shortcut Guide (emailed)
Reps should feel empowered to provide whatever it takes to make a situation right for the customer. This is what it's called when we need to expedite shipping or offer a discount, or provide extra promos to make our customer happy.
What are ...
Delighters
When making a decision to return product or allow the customer to keep the product, this is the $ amount threshold that helps make that decision.
This type of ZP would be used if the customer ordered the wrong color sock.
What is...
ZP type R
This folder holds many process shortcuts. Every CS Rep should have one at their desk & ready to use.
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Quick Reference Cards
(Maroon Binder)
New Pig uses this Trend Screen to track and work through problems.
What is...
ZPTSQ
This phrase is what we strive for, helping the customer all in one call- so that no call back is needed.
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First Contact Resolution
When a customer wants to return a product that didn't fit their application, we can ask these type of questions to find them a product that will work.
What are...
Discovery Questions
Before entering a ZP-P, our process is to always call this group first so that we can provide "First Call Resolution"
Who is...
Tech
This shortcut to a word document should be saved on the desktop. It provides exact wording for creating an RM (Return Merchandise)
What is...
RM Script