What system?
Your cx calls in for information about their HDPP on their order that was placed June 2020. What system do you use to pull up their order?
PURGE
Cx forgot to add haul away. Can you add it for tomorrow's delivery? What do you do?
YES, ESVS and SPOS for $30 charge.
Your cx needs to reschedule sooner for their HDA delivery of their washer. What system do you start the reschedule and is a callout needed?
HOME and yes to HDA
What is the criteria for FF? name the three ways.
5 days past ETA and 2 days no movement. Store calls and their system won't let them. You look at the tracking and it shows returned to sender.
KB for cases.
#8247
Your Cx is IRATE!! The installers just left and they scratched up her floor! What kind of form do you need and who do you go to when the form is completed?
Sedgewick damage form and RES.
Your cx forgot to pay the power bill and lost electricity. Will their food spoilage be covered?
No, not due to system malfunction.
I need to markdown an MA order for pricematch. What system do I complete the markdown and what system to refund?
ESVS and SPOS
What is the criteria for an order ETA case? Name the 2 ways.
5 days past ETA and moving within 2 days. No tracking provided.
KB for Cancellations.
#14142
Your cx forgot to add pedestals for their washer and dryer. What system do you complete the addition to the order and what system do you complete the financial transaction?
ESVS and SPOS.
Your cx needs their MA order cancelled and you can't do it in Order Up. What do you do?
RGA case in CRM.
What system do you go into to schedule a service call?
DMP
What is your empowerment and what KB provides markdown guidance?
$150/99% and #13723
KB for Tax exempt.
#11641
Your GM order is in shipped status and tomorrow is the delivery date. Is a case needed?
Not until after the delivery date. 5 days past ETA with no movement for FF.
Your Cx called in because their house won't be finished in time for delivery. It will be 95 days from ordering before possible completion. What do you do?
Cancel order due to time frame and have them reorder when closer to move in.
What percent is the preventative maintenance covered for HDPP? Is it off the total or reimbursed?
50% and reimbursed
What is the KB is the return policy?
#10705
Name the 4 pillars and VOCs.
Engage, root cause, problem solve, gain commitment.
ASAT, CES, LTSA.
Your cx forgot to add the HDPP to their MA order and it was delivered yesterday. Can they add it today? How long do they have?
Yes, up to 30 days after.
It is Dec 15th and your cx purchased a new washer and dryer on the black Friday sale at HD. They see that the new Christmas sale shows the same washer and dryer for $350 less and it is within 30 days of purchase. Can this be pricematched?
No, special buy/seasonal sales cannot be pricematched.
Store is calling in and they have a customer who wants to return within 24hrs due to the washer not fitting in the space they thought it would. They ordered online. Is this something you can help with?
This would be buyer's remorse and they need to take it up with their store manager to decide if they will allow the return.
Cx is a military veteran and they just added their military discount to their account and you see it has been verified. They are asking if you can markdown the 10% on their order from last weekend now that there is proof they are verified. Can you?
No. Has to be registered at time of purchase.
You need to know the guidance for pricematching. What KB is this?
Markdowns #13723