Courtesy Calls
Name 3 places you can source Courtesy Calls.
What is: Comments, In House Returns, Samples, etc.
These are the function priorities when logging onto ART. Name 4.
What is: Incoming calls, Sourcing courtesy calls, Making outbound calls, SPAM Filter, Undeliverable, etc.
This must be selected to properly test if an item will 'drop' in JOE.
What is the shipping address.
This changed from the average cost to standard cost when using this tool.
What is the GP Calculator.
These general CS Empowerment tools should be used by anyone to avoid MGR calls?
What is NC Pricing, Combined Pricing, $100 service failure credit, etc.
What are the subject line requirements for any Courtesy Call Email?
What is "Uline Courtesy Email C#"
When entering a customer comment after a call, this is what you include and how is it formatted.
What is: MGR Call from, item, contact, complaint, action.
This is what you should review before making an exception for a restricted item.
What is: Stock of item, Item history for product, Item history for something similar, etc.
These are the hours you can call out for Manager call backs.
What is: 9:00AM-4:00PM CST
This is the Manager Queue Extension.
What is 5982.
What is 24 Hours
These are 3 empowerment options you can use on MGR Calls.
What is a credit (within reason), send free offer, use GP calculator, accept over 6 month return, etc.
Customer doesn't like the "reorder only" message online and feels like we are hoarding our stock supplies. What is your scripting?
What is: (May Vary)
In the rare event you credit a pick up fee, you no longer use the Cash App FL and now do this.
What is issue a freight credit noting 'manager approved' with your first and last name.
Manager Queue is staffed during these times.
What is 7:00 AM- 8:00 PM M-F.
What document is available to locate Helpful hints for web issues and where is it?
13>ART> Courtesy Call Reference Guide.
What would you do? Customer purchased WB reclosable bags in 2017 and WB is streaked and messy looking. Customer is adamant we send a new box at NC. 6 Month Sales: $0.
Due to time frame, no return accepted, offer FF on new box or discounted price.
This page in 13 has a list of products that are available for the general public to purchase.
What is: Covid Available Products.
This form letter was recently added due to an audit suggestion.
What is IH Returns- No Reason.
When sourcing CC, we do not call back on these calls.
Name 5 items that should be filled out when completing a courtesy call in the database.
What is: Report Date, Complete check box, Contact Type, Comment, Action Taken, etc.
What would you do? Customer wants to return stack-able bins.Never used or opened. Order is about 7 months old. 6 month sales is 383,000. Would you accept?
Approved. No shelf life, educate customer for future.
This is how much empowerment you have to send more than the minimum of a restricted item online. This abbreviation is what you should include in the warehouse message as well.
What is up to 5x the max. Include QACSM. (Quantity Approved CS Management)
ART determined 6 goals to work on this year. These are 3 of them.
What is: Acclimate to ART, Select Valuable Calls, Increase WBK, Improve Email Quality, Calibrate Empowerment, Send Valuable Coaching.
This is the number of Manager calls MN alone handled in April.
What is 309.