Proper Procedure
You must always ask for the last 4 numbers of this before processing the order.
What is a Credit Card?
When an order is on hold, reading these should tell you why.
What are comments?
This allows us to lookup a customer's history.
What is Esc-C?
This follows the rule of thumb "Two weeks, end on the Friday".
What is the expiration date?
When needing to cancel, rush, or change and order, call this department.
What is Operation's?
We must always get this before helping our customers.
What is the account number?
This is the weight and box minimums for LTL orders.
What is 400 lbs and 15 boxes?
These must always be entered from the final header screen, before being copied to the hold screen.
What are Non-Printable Comments?
If this is lacking, never send the quote to the customer before factoring in the new cost.
What is freight?
When an unhappy customer wishes to escalate the call, turn to this type of person.
What is Product Specialist or Supervisor?
What do you need to do if a customer places an order on their Net terms but they did not supply you the account number?
What is put the order on hold code 9 with comments?
Of the three complete flags this one means the order is on a Operations hold.
What is the RVW (review) flag?
This function will help find the dimensions of a box.
What is Esc-I?
You will select this when they plan to order all of the items.
What is Combine Styles?
Pass a customer to this department when they need to make a payment.
What is the Credit Department?
First and Last name is required for every one of these orders.
What is Flex Express?
This kind of phone call transfer should only be done to a hunt group and almost never to an individual.
What is a cold transfer?
Anytime the Esc functions are not working, this might be causing it.
What is Caps Lock?
When shipping the order, you need this check box in addition to the zip code.
What is Out of Territory?
If a customer has questions regarding their tax id information, where do you transfer them?
What is Michele Wren x1049 or tax dept.
What payment terms does a CSR has authority to change to?
What is Cod-Cash, Credit Card and Prepay?
When approaching someone for help, you should always bring this.
What is the account number or order number?
In addition to account, order, invoice and PO, we can also look up an order using this.
What is the tracking number?
This person must always receive a quote before the customer, if one is assigned.
What is the Inside Sales Rep?
Though they are tech support, never transfer a customer to this group.
What is Help Desk (IT)?