Instead of "No problem" state
"Of course" "Absolutely"
3 different request within a clients profile
-Call case (MyCR)
-Operations Exception (OE)
-Web/email case
What status do I need to be in to receive a warm transfer call?
Back office (Available tab)
What is the #1 rule for clients accounts ?!
(It's a phrase)
1 Client 1 Account
What does a clients live order # start with ?
nx
Instead of "Tense" "In Tension" state
"Limited availability" "Highly coveted"
Can I provide a return label for a in store purchase?
No. "We are unable to provide return labels for in store purchases. However, we are happy to provide you with preferred stores mailing address for you to ship the item directly to them."
How do we log into Genesys?
Click the Microsoft icon
So don't show don't tell! As a client advisor how you verify a client's information while also protecting it?
Always ask the client to provide/verify their details.
"May I have your full name?"
"Could you kindly confirm your phone number?"
What steps do I take if an item states "Reservation" in the status?
Check Order Advisor
State the warm welcome
“Good afternoon. Thank you for contacting Louis Vuitton Client Services. My name is ___________. How may I assist you today?”
State the memorable farewell !
"Is there anything else I may assist you with today? My name is _____, please feel free to contact me should you need any additional assistance in the future. (You can also email or chat us on louisvuitton.com)Thank you for contacting Louis Vuitton. Goodbye."
What is the call log for?
It is a source that allows us to understand what the client calls in regards. When completing the call log you want to ensure the information being provide the next CA to read the call log is able to translate the log and understand.
Too close to fail! You want to always to do what? to insure your using the correct profile to avoid any possible mistakes or escalations.
Confirm!
Before submitting an order what do I need to do?
Add a note then copy the note and paste it to my call log in Iconics or my sticky note
Client states "I thought I was calling the store"
“We handle all calls on behalf of the retail network as we are able to assist with all inquiries. How may I assist you?”
If a client made a purchase at a LDS store and they want to exchange an item, where can they go to exchange the item?
LDS and FSS (Some lease department stores do not allow exchanges)
Logout!
Respect & Transparency! Client's have the right to access the data we have collected about them, what must we keep in mind when documenting call logs, request, etc?
Keep in mind to be respectful and professional.
After submitting an order the client calls back wanting to modify the delivery from their home address to be a click and collect, and what steps would I take?
No, after a order has been submitted you are unable to make any modifications. We would need to cancel the current order and then resubmit a new order for the new request.
Client states "Why are the prices going up?"
“OUR PRICING IS THE RESULT OF MANY ELEMENTS THAT CAN VARY, SUCH AS EXCHANGE RATES, INFLATION, OUR DEDICATION TO USING ONLY THE HIGHEST QUALITY MATERIALS AND OUR COMMITMENT TO ENSURING THAT OUR PRICING IS FAIR AND CONSISTENT FOR ALL OF OUR MANY CUSTOMERS AROUND THE WORLD.”
List 5 benefits of having the MyLV App
-Check Status of recent orders
-Submit a Repair request
-Update their contact info
-Access their wishlist
-LV finder (search tool product recogition)
-LV Now (explore the world of Louis Vuitton news, launches, events)
-Store locator
What is the warm transfer verbiage along with the steps you would take?
Teams chat the person on which you are needing to transfer to. Provide them with all of the details. "Thank you for holding, I have _ on the line to further assist you. Is there anything else I may assist you with today? Again, my name is _. Thank you for contacting Louis Vuitton. Goodbye."
The Supporting Organization! We are responsible before the law to protect client's data. What is the process we take to fulfill the request for our California and non-California clients?
(Give both processes)
California clients- CCPA request, verify client's information, complete the CCPA template. (Can also guide the client to the website for more info)
Non-California clients- Honor the request and follow same protocol & procedure. Clients can request, delete, ask questions by mail to our Database Marketing.
What are the 3 order statuses and what do they mean?
Pending Payment Validation= Currently 1 HR window
Incomplete= Clicked payment link or preparing to complete the payment (15 min)
Pending Payment Removal= Client did NOT click the payment link in 1 HR window