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Quality
Order Entry
Service Recovery
Acronym
Tools
100
For verifications purposes, how many pieces of information are needed for a customer to be fully verified?
What is Four, Name, Phone, Email or Address to include Zip
100
What ID is given to an item on Macys.com?
What is Web ID
100
Under the Service Recovery Tab, What would you use for macys.com profile assistance?
What is Reset Dotcom Password
100
What does BTC stand for?
What is Bill To Customer
100
What would you use MCOM_PIT for?
What is to look up historical sale prices of an Item.
200
How many over all points are you quality scores based on?
What is 100, (95 is considered passing)
200
When a customer builds an order and calls to have you locate it what number would you ask for?
What is Bag ID
200
If a customer calls in and wants to exchange damaged merchandise what link would you click to initiate a re-shipment?
What is Report a Problem With Shipment
200
What Does STC stand for?
What is Ship To Customer
200
What is the extension # for the call directory?
What is 37401
300
How often do you offer the VOC survey?
What is On every call, Except when talking to another Employee
300
What is the number associated with a products specific color and size?
What is UPC #
300
What is the policy timeframe for price matching on macys.com
What is 14 Days
300
What Does MSA stand for?
What is Magic Selling Application
300
What tool is used to verify store price match?
What is SmartPOS Store Price Lookup
400
What are the questions that need to be answered for notation?
What is Who called in? Why did they call? What did you do? Was the VOC Accepted or Declined?
400
What is sales tax based on after you place an order?
What is Where the item is Shipping.
400
Where would you go to locate where an Item currently is in TRANSIT?
What is Click on the Tracking Number
400
What does OTC stand for?
What is One Time Courtesy.
400
What Information do you need to look up a price in store?
What is the store # and the UPC of the item.
500
When pulling up an order, after Fully Verifying the Customer what action should you take before assisting them?
What is Review previous Order Notes
500
When locating a Macy’s Prop account what two pieces of information have to be verified in order to apply to the billing method?
What is Date of Birth and last 4 of SSN
500
What section on the service recovery screen is used and what number to remove authorization holds on an account?
What is 900 Series Notes, Authorization code under credit card approved.
500
What Does MaRK stand for?
What is Macy's Retail Knowledge.
500
What method would you use to take down any information pertaining to an order?
What is Smart NotePad