Tools
What's the name of the tool that we use for Australia?
Shopify
Will fur still be offered through our capsule collections and collaborations?
No, we will no longer manufacture with fur past 2022
Are we able to evaluate whether their product issue/concern will be covered under our policy?
While we cannot determine if their product issue/concern is covered by our policy, we can assist with the following:
How Do I Clean My Canada Goose Garment?
When your garment requires cleaning, be sure to closely follow the directions on the contents label on the inside of the garment. A well looked-after Canada Goose garment will be sure to stand the test of time.
Parkas: When your down-filled parka requires cleaning, it is important that you take it to a reputable dry cleaner and that you do not machine wash it. Machine-washing your parka will void the warranty. If your parka has a removable fur option, remove the fur ruff before dry cleaning. If you have a small stain on your parka, you can spot-wash with a mild bleach-free detergent and water.
Lightweights & Shells: Your lightweight down jacket or shell should be machine-washed in cold water using a bleach-free detergent. Do not dry clean and do not tumble dry. Simply hang your jacket to dry and iron on a cool setting if necessary.
What are the 4 pillars of Canadian Warmth?
1.Connect
2.Discover
3. Endorse / Resolution
4. Nurture
What is the name of the tool that we use to take interactions?
What is the difference between Water Proof and Water Resistant?
Water Resistance - This offers the lowest level of water protection. If a garment resists water, it is usually because the fabric itself is acting as the barrier between you and a light rain shower.
Waterproof- does not allow for water to penetrate through the jacket
What do customer's see once they have logged in Canada Goose warranty service?
1. Update shipping address
2. Warranty Policy
3. Submit a case
4. View all cases
How do you find a dry cleaner?
1. Go to Canada Goose website
2. Click Faqs or product care
3. Click find a dry cleaner
Why do we gather guests' key information?
1. To better understand their needs and preferences
2. To find and verify the appropriate customer account
Where can customers submit a claim?
(Please demonstrate to the class how to find the claim submission location.)
Canada Goose website and locate the warranty page
https://service.canadagoose.com/s/login/?language=en_US&ec=302&startURL=%2Fs%2F
Which style has gained the nickname "Big Red", and is standard issue gear for scientists at McMurdo Station Antarctica?
Expedition Parka
What does a "lifetime" warranty mean?
Products covered under our warranty program are fully warranted, to the original owner, for the practical lifetime of the product. This does not mean your lifetime, although we have often heard stories about our products being used well past thirty and forty years!
How to store your Canada Goose Parka?
How do we prepare for the day ahead?
1. Stay updated
2. Set the Tone for your day - Enter a positive mindset:
3. Check your Setup! Log in to all systems that you need to use for the day
What system do we use to track customer interactions and escalations?
Jira
What is Canada Goose authentication policy?
Canada Goose can perform authentication within 30 days of purchase for all products bought at one of our authorized retailers. Any request must be submitted by the original purchaser and include a valid proof of purchase. Authentications will be performed by one of Canada Goose facilities located either in Canada or Europe.
What isn’t covered under warranty?
Not covered under warranty, tears, rips or other damage to your Canada Goose product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as storing your product while wet, keeping it sealed in an airless environment, or not following the care instructions on the contents label inside your garment will result in damages that are not covered under warranty. We will always do our best to repair them to working condition, however if we are unable to, we will notify you and discuss options.
How to clean your Snow Mantra boot?
Step 1: Remove the Intuition liner, hand wash, and air dry.
Step 2: Remove laces and hand wash when needed. Hang laces to dry in a ventilated room out of direct sunlight.
Step 3: Clean sole
Step 4: Clean Upper
Step 5: Allow your boots to air dry in a ventilated room out of direct sunlight.
How can we show we are actively listening?
1. Giving guests time to talk
2. Staying present
3. Listening without judgment
4. Keeping an open mind
What kind of information can we find in OMS?
Customer Information - Name, Phone Number, Email
Order Information - Status, Order#, Created date + time, Order type, Payment Type
Product Information - Product Name, Style #, Color, Size, Price, Status
Shipment Info - Tracking #, Estimated Time of Arrival, Shipped On, Ship To Address, Product(s) Shipped
Payment Info - Item Pricing, Subtotal, Charges (shipping), Taxes, Amount Charged, Transaction Date, Shipment Total
What is Fusion Fit?
Fusion Fit sizing was created by analyzing 26 key body measurements and more than 16,000 scans of individuals from Korea, China and Japan.
Fusion Fit is technically not a type of fit, but rather it is a sizing variation.
What is “normal wear and tear”?
We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your Canada Goose product, nothing lasts forever. Gear used every day in the harshest conditions will degrade faster than someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age and wear such as faded fabric or frayed cuffs, and we take this into consideration when assessing your warranty request.
How to Clean Your Alliston & Armstrong Boot?
How to Clean Your Alliston & Armstrong Boot
To keep your footwear at their best, it is important to clean them regularly after use in snow and ice to prevent build-up of salt and grit. Here’s a step-by-step guide to clean your boots:
Step 1: Remove laces and hand wash when needed. Hang laces to dry in a ventilated room out of direct sunlight.
Step 2: Clean Sole
Step 3: Clean Upper
Step 4: Dry Boots
What makes an elevated recap?
1.Complete our detailed notes
2.Proactively offer further assistance
3.Reiterate actions taken
4.Summarize the main points discussed
5.Ensure we've addressed all our guest's requests