Core Values
Knowing that your team has your back
What is Be Open and Trust Each Other?
The case template used for changes to the contract
What is a STANDING ORDER – PERMANENT CHANGE – 00277343?
When the desired extension is provided the details of the incoming call (acct #, name, reason for call)
What is a warm transfer?
The T-code for a return inquiry
What is Z8G6?
The tab in SAP to locate a customers Consignment Allow flag
What is Additional Data A?
The foundation of delivering our products to customers to help them see Brilliantly
What is Maintain Your Line of Sight?
Document number that starts with a 4
What is the Standing Order Contract Number?
Typical Alcon phone greeting
What is " Thank you for calling Alcon Customer Care. This is _______, how may I help you today?"
CCA's credit approval amount
What is $5000 pre-tax?
Case Template used when the warehouse shorts a customer on their order
What is SHORTAGE – DC ERROR – 00732181?
Learning from an experience that didn't go as planned
What is to Fail Forward?
The date entered when cancelling a contract
What is yesterday's date?
Self-serve option to suggest for copies of invoices, statements, and tracking
What is the MyAlcon Store?
The step to systematically tie the RMA to the original sales order in SAP
What is Create With Reference?
The amount of expired IOL's that can be replaced to a customer's consignment without approval
What is 25?
Dressing up for Halloween, Customer Service Week, Superbowl tail gating
What is Lighten Up and Have Fun?
The first step in changing the RDD (Requested Delivery Date)
What is highlight/select all the line items that need to be changed?
How much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered
What is Customer Effort?
Approvals required for BOM and Viscoelastic returns outside of an Alcon or Carrier error
What is the Sales Rep, Regional Director and BP of Finance?
The article number for instructions on how to figure out what time an order was placed
What is 2976?
Continuous learning, questioning processes
What is Be Curious and Listen to Understand?
The same date as the shipping date on an intermediate order
What is the loading date?
Meaning of L.E.A.P.
What is Listen, Empathize, Apologize and Problem Solve?
Handles call tags for Puerto Rico, Guam and freight orders
Who is Pandora Crossan?
Department that can assist a customer requesting calibration parameters of an Ora or preventative maintenance for LensX
What is Tech Services?