Lowe's
This Service is typically NOT included in SOW for an Appliance order and instead is it's own separate SKU
What is a Haul-Away
This is the branding we use on a Best Buy call
What is "Thank you for calling CRST Home Solutions, an authorized Geek Squad Service Provider. This is (x). May I please have the phone number associated with your order?".
This is the servicer's number
What is the A#?
This client sells open-box display model appliances
What is, American Freight
C.A.R.T.
What is
Clarify- as to why you'll be placing them on hold
Ask- if it's all right to place them on hold
Refresh- every two minutes
Thank- them for waiting
These are authorizations from IST for additional funds on an order.
What are PR / Payment Requests
This is the FMS order number, as seen in DOLI
What is, Client Order ID?
This is where you'll find if haul-away is included with the order.
What is the Scope of work (SOW)?
and/or (check SKUs carefully)
This Client preforms the delivery. We only complete insulation
What is RAS Logistics or Conn's
These are the 5 W's to notate
What are...
Who called in
Where the caller is
Why they are calling
What was done to assist caller
When you scheduled, delayed, or provided follow-up date
IST & IMS defined
What are the Lowe's call center and, the Lowe's Scheduling system?
This is the OMS order number as seen in DOLI
What is Account Number?
In order to Reschedule an order, we must always confirm with this person.
Who is the Customer?
The sell Dishwashers, Water Heaters, and Fitness Equipment.
Who is Nebraska Furniture Mart?
This is what you do when you cannot reach someone from the field by telephone.
What is to leave them a voice mail, then an email. (with details of 5w's)
We should never add these to an order, even if an IST agent gives verbal approval.
What are SKUs?
This is the name of Best Buy's call center
What is LPFR
This is how long a warranty lasts on an installation order
What is 1 Years?
These are the 2 questions we ask all Sam's Club Members.
What are
-Are you calling about a TV or Home Theater Services?
-Did you purchase instore or online?
The Head of the Finance Department (Hint: Payline)
Who is Tara Gipp?
This is the status used to indicate a product issue such as wrong, damaged, or defective
What is, Waiting Customer Action - No Equipment
This is the type of job seen on an order, due to the Make It Right (MIR) updates.
What are Child Jobs?
This is where to look up which companies are assigned to service work, out of each store.
What is Store File (First Quad)?
The servicer must be at this place, to request a service fee.
What is On-site?
What is Compensation?