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Proper Procedure
Proper Procedure Part 2
FDM4
CanDo
Supporting Departments
100
You must always ask for the last 4 numbers of this before processing the order.
What is a Credit Card?
100
When an order is on hold, reading these should tell you why.
What are comments?
100
This allows us to lookup a customer's history.
What is Esc-C?
100
This follows the rule of thumb "Two weeks, end on the Friday".
What is the expiration date?
100
When needing to cancel, rush, or change and order, call this department.
What is Operation's?
200
We must always get this before helping our customers.
What is the account number?
200
This is the weight and box minimums for LTL orders.
What is 400 lbs and 15 boxes?
200
These must always be entered from the final header screen, before being copied to the hold screen.
What are Non-Printable Comments?
200
If this is lacking, never send the quote to the customer before factoring in the new cost.
What is freight?
200
When an unhappy customer wishes to escalate the call, turn to this type of person.
What is Product Specialist or Supervisor?
300
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?
300
Of the three complete flags this one means the order is on a Operations hold.
What is the RVW (review) flag?
300
This function will help find the dimensions of a box.
What is Esc-I?
300

You will select this when they plan to order all of the items in a quote.

What is Combine Styles?

300
Pass a customer to this department when they need to make a payment.
What is the Credit Department?
400
First and Last name is required for every one of these orders.
What is Flex Express?
400
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?
400
Anytime the Esc functions are not working, this might be causing it.
What is Caps Lock?
400
When shipping the order, you need this check box in addition to the zip code.
What is Out of Territory?
400

If a customer has questions regarding their decoration order information, where do you transfer them?

The decoration coordinator

500
What payment terms does a CSR has authority to change to?
What is Cod-Cash, Credit Card and Prepay?
500
When approaching someone for help, you should always bring this.
What is the account number or order number?
500
In addition to account, order, invoice and PO, we can also look up an order using this.
What is the tracking number?
500
This person must always receive a quote before the customer, if one is assigned.
What is the Inside Sales Rep?
500
Though they are tech support, never transfer a customer to this group.
What is Help Desk (IT)?