Core Values
Standing Orders
Call Quality
Returns
Miscellaneous
100

Knowing that your team has your back

What is Be Open and Trust Each Other?

100

The case template used for changes to the contract

What is a STANDING ORDER – PERMANENT CHANGE – 00277343?

100

When the desired extension is provided the details of the incoming call (acct #, name, reason for call)

What is a warm transfer?

100

The T-code for a return inquiry

What is Z8G6?

100

The tab in SAP to locate a customers Consignment Allow flag

What is Additional Data A?

200

The foundation of delivering our products to customers to help them see Brilliantly

What is Maintain Your Line of Sight?

200

Document number that starts with a 4

What is the Standing Order Contract Number?

200

Typical Alcon phone greeting

What is " Thank you for calling Alcon Customer Care.  This is _______, how may I help you today?"

200

CCA's credit approval amount

What is $5000 pre-tax?

200

Case Template used when the warehouse shorts a customer on their order

What is SHORTAGE – DC ERROR – 00732181?

300

Learning from an experience that didn't go as planned

What is to Fail Forward?

300

The date entered when cancelling a contract

What is yesterday's date?

300

Self-serve option to suggest for copies of invoices, statements, and tracking

What is the MyAlcon Store?

300

The step to systematically tie the RMA to the original sales order in SAP

What is Create With Reference?

300

The amount of expired IOL's that can be replaced to a customer's consignment without approval

What is 25?

400

Dressing up for Halloween, Customer Service Week, Superbowl tail gating

What is Lighten Up and Have Fun?

400

The first step in changing the RDD (Requested Delivery Date)

What is highlight/select all the line items that need to be changed?

400

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?

400

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?

400

The article number for instructions on how to figure out what time an order was placed

What is 2976?

500

Continuous learning, questioning processes

What is Be Curious and Listen to Understand?

500

The same date as the shipping date on an intermediate order

What is the loading date?

500

Meaning of L.E.A.P. 

What is Listen, Empathize, Apologize and Problem Solve?

500

Handles call tags for Puerto Rico, Guam and freight orders 

Who is Pandora Crossan?

500

Department that can assist a customer requesting calibration parameters of an Ora or preventative maintenance for LensX

What is Tech Services?

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