Smart Solutions
How do we measure Smart Solutions?
Smart Solutions are measured by tracking the number of low cost resolutions provided to ensure we are always thinking through our many resolution options.
What expectations do we set for a standard refund back to the original payment method?
3 - 5 business days
What is the correct wizard to run if a customer asks, "Where is my stuff?"
WIMS!
What do we call it when the information is correct on our website and the customer reports a 'Wrong Product'?
"Buyers Remorse"
What are the goals for Smart Solutions? (Skill 1, 2 and 3)
Skill 1 and 2 - 40%
Skill 3 - 46%
If you get an email and have to enter a CARE ticket, what expectations do you set with your response to the customer?
I have notified my supervisor about your issue and you will be contacted within one business day for further assistance.
Currently we are experiencing delays across our suppliers and carriers. What is the standard delay?
7 days!
What is the best resolution for a white label item? (In the wizard)
All Set!
What is the name of the new robot that we can connect with in Google Chat?
Wayfair Assist Bot (WAB)
What are low AND high cost resolutions?
LCR- Replacement Parts, DTK or finding an alternative product.
HCR = Full Replacement Unit or Full Refund
How long does a refund back to store credit take?
UP TO 24 hours
What tickets are automatically entered by WIMS when there is an issue with a package?
SOPS and CMT Follow-UP
What are the 3 paths you can follow depending on the customer’s inquiry when running the Wrong Product Wizard?
What is the new free shipping threshold for Wayfair.com and Wayfair.ca?
Wayfair.com = $35
Wayfair.ca = $50
How should we be offering a discount back to the customer? What is the new process?
15% discount back to original payment method or 20% discount to store credit.
Where are you able to see the customers disposition? (Include all areas)
While running the wizard and in the order notes!
"My package got delivered to the wrong address. What do I do now?" As the SC, how would we handle this customer?
For small parcel deliveries, the customer needs to retrieve their order from the original shipping address. Please avoid ordering replacements except in the case of a manager approval or customer escalations.
If there is misleading information on the website, what ticket does the Wrong Product wizard produce in order to get it corrected?
The wizard creates an automatic ticket for the Merch team.
When will the Wayfair US Memorial Day Clearance sale take place?
Monday, May 18 to Tuesday, May 26.
_____ is the process of offering the lowest cost resolution (LCR) (without offending the customer) while solving the customer’s core issue.
Stepping Offers
What is one very important detail when it comes to setting shipping and delivery expectations? (What do you tell your customer)
DAY OF THE WEEK - answers will vary but I am specifically looking for the specific day of the week. (Example: Monday, Tuesday)
What is the 3 leg shipment process for Canadian orders that come from US suppliers?
Cross Dock → UPS or FedEx Consolidation Center → Customer
What is a White Label item?
An item that we ship out and the name listed on the box is different to what we have on the website, however the product is the same.
What is the price match policy for print catalogs?
Customers can price match to the catalog price as long as it is within the first 15 days after the catalog in-home date, if the product is in-stock.