Knowledge Is Power
This is the article you'd refer to if a customer has 2 Loyalty accounts but only wants 1.
What is KB 7996.
These wonderful ladies are our 2 brand analysts.
Who are Tamara Morgan and Kaci Philips.
Any item purchased after October 15th thru December 24th, is returnable thru this date.
What is January 15th or 30 days from delivery date (online purchases) or date-of-purchase (in store purchases), whichever is later.
What is create a case, attach all needed items and pictures, offer a follow up to the customer, and transfer the case to the General Escalation Queue for a T3 to call the customer back.
What is 3-1-25 thru 3-9-25.
This is the article you'd reference for a customer wanting to delete their data and personal information completely from our system.
What is KB 6855.
This is the extension you'd call for an escalated late return online customer exception.
What is EC_ServiceEscalation_Eng_IB.
If you are working a project case and come across a credit card number fully visible possibly thru email or social media, these are the steps you would follow.
Your next customer tells you she needs to be quick as she’s about to head into a council meeting to determine the fate of the realm. She is curious where her Loyalty points have gone as she looked yesterday and saw she had 1875 points. However, today she checked again and now she is only seeing 75 points. Our customer tells you she is the rightful owner of those points, and she thinks some guy named Aegon stole them from her. You ask for her name so you can pull her up in Epsilon and she tells you it is Queen Rhaenyra Targaryen. Immediately upon hearing this, you know you will need her phone number as you have no clue how that is spelled. You pull up her account, verify her information, and see a recent online transaction that used 1800 of her points. What do you do?
What is create a Loyal Misuse Alert, make sure to include the store transaction number or online order number, and advise the customer follow up within 10 business days.
This is the promo code customers can use for 20% off their first purchase using their BR card.
What is WELCOMEBR.
This is the article you'd refer to if a customer tells you they have retained an attorney.
What is KB 7870.
Who is to Gap Inc. Media Relations at press@gap.com or 1-800-333-7899 ext. 75900. This includes all requests from media to interview and film or visit our private properties.
This article tells us Banana Republic stores will return defective merchandise cross-borders, but not for damaged items.
What is KB 9318.
You are reading thru Chatter updates at the end of your day when a call comes in. Mr. Scrooge lets you know he’s been on the phone for the past hour with TRE, he needs to do a return, and he wants to do it now. By his tone, you can tell that you need to be careful in how you deliver your message. However, before you can say anything, he lets you know our new return policy is just bah humbug! He also says he’s been a loyal customer his whole life and doesn’t understand why we can’t make an exception for his late return that’s only 6 days past. What do you say to Mr. Scrooge?
What is we'd have to deny Mr. Scrooge an exception as we don't offer those from our offices. We should apologize, thank him for sharing his feedback, advise his feedback will be shared appropriately, and thank him for his time.
If a customer wants to view their current points, what section of our website would you direct them to?
What is to the customer's account under "Points and Rewards".
This article will tell you that Old Navy is offering over 17 family aligned printed pajamas with the newest print featuring Old Navy Mascot, Magic!
What is KB 9272.
What is 866-411-2772, option 2.
If a customer calls any of our brand numbers, they can get to Customer Relations directly by using these 2 specific IVR prompts.
What is option 6 for "More Options" and then option 1 for "In-Store Feedback".
You are checking your QA and reading thru updated KB articles when an older gentleman named Nicholas comes in on the Old Navy line. He lets you know he prefers to be called Nick and was looking to get some information about ordering flip flops for all his hard-working employees. He is going to surprise them with a Winter trip to the South Pole before they need to get back to work again to prepare for next year's rush. Nick needs around 1000 pairs of child size flip flops for his work trip. He lets you know there are not children working for him, just a bunch of chipper adults with small feet. What do you tell Nick?
What is that Nick will have to speak to our Bulk Sales department. You will warm transfer him to 1-614-744-3731. If calling during business hours, but no agent answers, let Nick know he may leave a voicemail for a call back within 24 business hours.
If a WellPro member cannot locate their pass you would direct them here.
What is the WellPro Self Service Site.
This article tells you that gift recipients can use the shipment bag that online items arrived in as a receipt. There will be a barcode with the order number printed on the mailing label.
What is KB 9427.
A customer calls you upset she made a BR Home order in September and never got it. Who would you contact to help our customer?
Who is brhome_customer_experience@gap.com and advise the customer to expect a return call or email from someone within 24 hours.
You just offered your customer a $20mpc for a poor experience. Your customer wants to know when they have until to use it. You tell them this.
What is tell the customer they have a little over a year to use it as KB 6740 tells me current mpc's expire 12-31-25.
You next call beeps thru and as you introduce yourself, you hear Mariah’s greatest Christmas hits playing in the background. As you’re starting to get your groove on, a Gap store associate, who sounds exhausted, hops on the line, and says, “Can you just process this return for me?”. You can hear desperation in the SA’s voice and ask how you can help. The SA immediately hands the phone to our customer without any explanation and you find out our customer received an incorrect item on a Gap Factory purchase. The purchase was made online and the customer has no previous history. What do you do for the customer?
What is we'd apologize to the customer and advise them they can take the Gap Factory item to a Gap Factory store or we can send a PPML for the item to be returned online and credited that way. To make the call even better, we can even offer a small appeasement/points for the experience.
Promotions are applied to a purchase in this order: