Fearsome Phrasing
When addressing your customer you should always call them by this?
What is their first name?
This "E" is a great conversation starter.
What is engage?
This Status means that the folks in the warehouse are packing up my order.
What is Released?
A customer is having an issue with their GS Mobile App and I have to submit a form to the tech team. I'm going to head to this system...
What is Zendesk Handoffs.
To claim ownership of a Zendesk ticket, all I need to do is click this...
What is "take it"?
This word is usually followed by bad news.
This is the system that rates our level of customer service.
What is NPS/Net Promoter Score?
These 2 pieces of information are the best to find a customer in Sterling.
What is email or phone number?
My customer wants to see when the pending hold was released from their card. I'm going to head to this system...
What is Cybersource?
A customer mentions that they placed an order online, but I can't find it in Sterling. So I'm going to head here...
What is Accertify?
You never want to tell your customer to give you one of these when you know it may take longer
What is a minute/second?
You're given a bank of this many PUR (PowerUp Rewards) Points per day.
What is 700,000?
Orders older than 30 days can generally be found by searching here.
What is archived orders?
I want to create a return on a customer's order. I'm going to head to this system...
What is Sterling Call Center?
Your return may not process properly if you don't click on this in Sterling...
What is "Customer can keep"?
Never say, "like I said". Do this instead...
What is rephrase?
When helping a customer change their password, you should stay on the line until they do this?
What is successfully login?
GS_US_DC_LOU means the order was shipped from here.
What is Louisville?
I need to retrieve the POSA Card Number for a guest for an order I can't find in Sterling. I'm going to head to this system...
What is Transaction Grabber?
I'm going send one of these via email if my customer is returning an item that is over $35.00.
What is a Fedex Return Label?
A Kodiak and a brown one should never be with you when talking to a customer.
What is a bear?
This is the reason code you will use every time you override a zero-dollar order on Sterling.
What is CUSTOMER GOODWILL-MNGR APPROVED?
This is another name for the Customer PO.
What is long order number?
I want to see how many lifetime points and current points my customer has on their PUR (PowerUp Rewards) account. Where do I go?
What is CSR Loyalty?
My 15 yr old customer wants to buy something from the website, but doesn't have a credit card. So I'm going to suggest this option...
What is WIS (Web-In-Store)?