Miscellaneous
This is the team in charge of verifying legal processes such as Permit and Lead Safe practice documentation acquisition.
Who is Services Compliance?
Ross's favorite band.
What is Metallica?
This is the system that replaced Siebel for customer complaint management, primarily used by Customer Care.
What is Salesforce Customer?
These are the two KPIs that would qualify one for quarterly incentive.
What are SMART and Reliability?
These two points make up the S in SMART.
What is Welcome and Willing?
This event ended on October 2nd.
What is Lowe's BEST Survey?
Ross has this many children frequently destroying his home.
What is 4?
This is how one would handle a customer's complaint regarding leaking from their basement ceiling after a dishwasher installation.
What is a Property Damage claim?
This is the Meeting Expectations / Target goal for Utilization.
What is 89%?
This portion of SMART may result in a NO if 2 forms of identification are not obtained on an inbound queue call.
What is Resolves?
The Center where one finds their training and learning assignments.
What is the Learning and Talent Center?
This was Ross's first "real job", and first role in a management position.
What is Guitar Center?
This article houses how to steps and information on dollar thresholds, processes for compensation requests, templates for market/store teams & IMS, etc.
What is Compensation Decision?
What does the Pro facing metric, LTR stand for?
What is Likely to Recommend?
This portion of SMART would be a NO if we too frequently interrupt or talk over a caller.
What is Listens?
This group exists to help any and all Lowe's employees with questions on any and all private or non-public matters?
What is the ACC?
How many years did Ross work at Lowe's Carmel store prior to transitioning to IST (CPO)?
What is 0?
This is what you call multiple moving parts or jobs under one customer's account that may need managed in a specific order.
What is MJA (multi-job awareness)?
This is the combined average of Utilization and Adherence.
What is Combined Efficiency?
This is the IST Target for SMART.
What is 77%?
The expectation that a PRO has 48 hours to schedule an installation, after product has been received, changed to this number of days in week 35 of this year.
What is 7 days?
What is Ross's favorite food, give or take, 9 / 10?
What are tacos?
This program ended February 1st, 2019.
What is PSI?
This was the previous requirement when Closing a call for SMART to gain a Yes in Thanks.
What is "Thank you for allowing me to assist you"?
What is the Outbound Disclaimer?