Life Cycle of a Costco.com Order
When our members are placing an order with us on Costco.com, must the billing and shipping information be exactly the same?
What is NO?
When a member calls regarding their order, before making any changes or giving information out what must you do?
What is confirm who you're speaking with, and the billing/shipping information on the order?
If a member calls in regarding a Department 45 (SOK) countertop order and SOK chat isn't available, which T2 queue do you send this SR to?
What is T2 Special Order Kiosk (T2 SOK)?
What do the first six numbers in an SR# represent? Ex: 160803-000000
What is Year, Month, Day?
When a member places an order with Costco.com, what does Costco.com request to proceed with the order?
What is A pre-authorization from the bank/credit card company?
When was the order created and PO/Pickticket generated--Order #692912758?
What is created on 3/8/2018 11:59 PM & PO/Pickticket generated 3/9/2018 2:00 AM?
If one of our members calls, and they would like an update on their issue that was sent to T2, how would you go about notifying T2 that the member called back?
Add internal notes
...and change the SR(Service Request) status to "Updated by Member"
Your member requested a supervisor. Supervisor Debbie is taking over your call, which queue will you transfer the SR to?
What is USEC Supervisor?
Member just made purchase using Costco Shop card and now wants to check the balance. .How would you guide the member to this information?
What is Costco.com > Customer Service (bottom of page) > Costco Shop Card Balance
...and in the check out.
What is the gift message for order number # 691361894?
What is "Dearest Bexter! Congratulations to you and Jake and your parents! Enjoy your bundle of joy Nora, we are looking forward to meeting her soon! Love,Katya and Craig"?
What is the correct format of Order and SR notes?
What is Order number/Caller Name/Caller Issue/Actions Taken/Signature?
When would we input an internal note to an SR?
What is when a member calls in regarding a previous issue or order?
4. Is 2-DAY Delivery for groceries available to everyone who purchases on Costco.com?
What is YES?
Using OMS, what is the department number for item #1398569?
What is Department 32 - Housewares?
Which T2 team assists with items that fall under Department 38?
Who is the Furniture Team?
How does the Cancellation Team reach out to our members?
What is via email?
Your member calls in and they are shipping an item to New Mexico as a gift and they live in Oregon. Which state's tax rate will they be charged?
What is New Mexico?
Craig, member #111830817743, calls for a manual order due to site errors. You try all troubleshooting steps with the member and the member is demanding a manual order. He must use Visa ending in 3256, which he has used on a previous order. What is your next step?
What is See a Supervisor for permission to chat MOST?
When sending a SR to T2 SOK what SIX things must you include in the SR notes?
What is:
1. Membership number
2. Project Address
3. Member Name
4. Month/Year of Purchase
5. Reason for calling
6. Type of Service
A member calls back in regarding an order previously worked by Tier 2 and states the issue is still not resolved but we show the SR has been closed, what do you do?
What is depending on the date of when the SR is closed (within 7 days) switch the status to updated by member or (after 7 days) create a new SR?