Consumer Experience
the ability to recognize, understand, and share the feelings and perspectives of another person
Empathy
The La-Z-Boy logo is found on this piece of the rocker recliner
Handle
New Provider for the Green Bay, Appleton, and Madison WI Area
ServeCo
You use this system to scheduling a VV
Service Hub
a communication technique that requires the listener to be fully present, understand, and thoughtfully respond to a speaker
Active Listening
Consumer states they have issues reclining the back on new recliner you advise these pieces will help loosen the tension
Wingnuts
The next level you contact when property damage is reported within 3 days of delivery
Level 3
A consumer has a brand new delivery and the consumer profile is not pulling up in SPOT, you can find it in what system
RMS
CER offers to put consumer on personal follow up to provide update on a delayed part order
Ownership
Consumer states they are 350 LBS and want a new recliner, you offer [] as a options to purchase
Platinum Lift Chair or Gold Lift chair
Process that you follow when a consumer advises they smelled/saw smoke
Schedule a technician for an IN-HOME visit. Labor and Shipping Fees apply if outside the one-year labor warranty.
o Send completed Executive Escalation email notification in SPOT to the Executive
You can find old part orders in this system
ASAP Historical (found in OneNote)
The definition of this acronym SPICES
Smile, Pace, Inflection, Calm Breathing, Energy, Shorter Sentences
Consumer purchased new sofa at 80% off, they called in stating that the mechanism is bent and would like a technician out to the home. Their warranty is
Sold as is, no warranty
Service is handled by this team when consumer picks up chair and takes home. Home is 250 miles away from the store
Wholesale
Consumer purchased from an independently owned store that has now become a corporate owned store. They cannot find their proof of purchase, you use [] to find the historical ticket
AS400
The 4B's of Emotional Intelligence
Be Aware, Be Calm, Be Respectful, Be Forgiving
Due to the updated Drive Toggle kit, this part needs to be ordered as well to complete repairs for older styles.
Drive Rod
Consumer is outside 1st year labor warranty and within the 3 year electrical part warranty and wants to order a new wireless remote - troubleshooting not successful. They have a 5-year protection plan. You offer this solution
Contact ServeCo (bonus if you advise of needing sales receipt )
You can find Email templates, job aids & system References, Access product resource documents, contact info, bulletins & information from coaches, and quick links to systems and websites
CSR Knowledge Library