Mad Talents
Ability to understand and share the feelings, perspectives, and needs of a customer.
What is Empathy?
This is the most common reason for a call to the CXS team, which totaled 56,603 occurrences last year.
What is place a customer's order?
This team focus mainly on inbound interactions with our customers.
This wizard makes sure our customer master data is intact.
Who is Tom Bunker?
The letters NPS stands for
What is the Net Promoter Score?
Ability to effectively handle multiple tasks, responsibilities, and interactions while maintaining a high level of customer satisfaction.
What is multi-tasking skills?
This is the task of reviewing orders on hold.
What is Open Order Summary Review (Blocked Orders)?
This team builds long lasting relationships with our most Elite customers.
Who is the Premier Care team?
This genius transforms our CXS function by improving our tech, tools and data. He is also the SalonCentric ‘father’ of OMS.
Who is Derek Decandia?
LTL is an acronym for
Less than Truck-Load
Ability to get things right the first time and anticipate the needs of the customer.
What is attention to detail?
Internal reporting of customer related issues creates this task.
What is Case review and processing?
This team works tirelessly behind the scenes to make customer's experience as positive and with less roadblocks as possible.
Who is the Service Excellence team?
This mastermind knows everything about DCs, FCs and transportation. His goal is to provide a great deliver experience.
Who is Eric Reddish?
The Atlanta Fulfillment Center is actually located in this city.
Where is Locust Grove, Georgia?
Ability to diffuse an angry or frustrated customer.
What is De-escalate?
This is task entails the documenting our process and procedures.
What is SOP and User Guide creation?
This team helps the CXS department to deliver best-in-class experiences with innovative technology.
What is the CXS Tech Team?
This relentless leader makes sure our phone team, service excellence and premier care team deliver a great customer experience.
Who is Gladys Buniel?
This is the much anticipated newly developed Order Entry platform.
What is OneSFA?
A customer's inquiry, issue, or problem is completely resolved during their initial contact with the representative, without the need for follow-up calls or emails. It is commonly abbreviated as FCR in the customer service world.
What is First Call Resolution/First Contact Resolution?
This task helps us to stay true to our mission statement of "delivering data-driven insights."
What is analyzing data?
This role drives our entire mission statement with compassion and empathy throughout each and every team within the Customer Experience Department.
Who is the Vice President of the Customer Experience Support team?
This superhero started on the DC floor, worked her way to manage the phone team and is today improving our CXS processes.
Who is Evonne Ezell?