All About Conn's Y'all
What is the Extended Warranty called?
Furnituregard
One contact attempt = ___ + ___ + ____
Call + Email + Text
What is your limit for tech dollar requests?
$75
The customer just had their sofa delivered, the guys just left, and they notice scrapes on the side from when they slid it on the sidewalk. WHAT DO YOU DO?
Transfer the customer to the delivery department.
Customers in these cities don't get sent an SIP/MIP.
San Antonio and Houston
How do we know EXACTLY what to say when speaking to the customer?
Conn's Phone Scripting
What is the hourly rate for our partner technicians and who are they?
$55 per hour
FFR and Tri County
What is this "gesture of goodwill" thing?
When the damage is not covered under the plan, but still repairable, we will send a technician to attempt repair as a gesture of goodwill. Conn's is not under obligation to perform other repairs or issue replacements as the attempt to repair is the extent of the goodwill.
This is the guarantee Conn's has for customers and the comfort of their mattress.
120 Sleep Guarantee
True or False: We want to hide the reasons the customer's reported issues were not covered.
Falsey False False. We want to explain to the customer any/all reasons that the damage wasn't covered.
FFR, Tri County, and Conn's
How do we tell if it's cost effective to repair or replace the furniture?
66% of the MSRP is the replacement cost. Then we see which cost is less between the replacement cost and repair + parts and go with the cheaper option.
Tell me about the return policy.
This does not exist.
After the SIP/MIP has been sent, how many additional attempts do we try to get the customer to return the information and how many days in between the attempts?
3 attempts after sending the SIP/MIP and two days in between these attempts (Sundays don't count)
We don't adjudicate for technicians in which cities? Why?
What are cause determinations (provide 3 examples) and product resolutions (provide 3 examples)?
Cause Determination is WHAT HAPPENED and Product Resolutions are WHAT WAS THE END RESULT
Who do we contact when a customer is excessively escalated?
Tamera Compton (Tamera also accepted)
Name all 8 services we provide for Conn's.
Inbound Call Handling, SIP, MIP, Parts Ordering, Technician, Exchanges, Complaints, & Service Recovery (stay tuned for this).
A Conn's tech schedule is full when they have __ repairs and __ parts installations.
8 repairs and 2 parts installations.
What's the difference between a warranty, extended warranty, and service recovery? Provide an example for each.
Warranty = damage that falls under the manufacturer's defect realm.
Extended Warranty = protection plan-- an event that caused the damage.
Service Recovery = the customer will be paying for the repairs/parts.