Call Handling
This is something we have to offer to make sure the customer has no further questions and/or concerns.
Hand Back
This is a section in SFDC where we can use different reference numbers to pull order information.
Search Order History
These are information we have to confirm with the customer if we have verified that they are listed as one of the BUCs on the account.
Customer's Full Name, phone number
This is what we leave on each account we work on after each interaction.
Notes / Notation / Documentation
This is the number of KAs pertaining to the New Customer Leads process.
Two. KAs 1081 and 6932.
The statement you have to provide whenever a customer expresses that they were inconvenienced in any type or way.
Empathy Statement
Notes / Notation / Documentation
This is one of the things we make sure to ask the customer if we are creating a case for them, so we know how to follow up with them if there are updates, or if there are other things needed from them.
Preferred Method of Contact (PMOC)
This is where we check for account-specific instructions on how to best assist each individual customer.
Customer Message
This is where customers can also place their orders, if not through us.
Order Express / Weblink
This is the time frame in minutes that we are able to provide to customers when placing calls on hold.
Two minutes
This is what we could check instead of asking the customer if they have history of ordering the product.
Order History
This is where we refer Publix accounts who are requesting to order items as No Sub.
Publix Internal Process
This is the turnaround time/ETA we provide to customers about their dropship orders if there are no specific information on the Product/Vendor Notes.
3-5 Business Days
This is about avoiding negative phrasing when speaking with customers, making sure we use the best phrasing of information being relayed.
Positive Phrasing
These are two scenarios where we should not offer the Post-Call Survey to customers.
When the customer is agitated, and if the customer is already rushing off the phone.
This is what we can read out to the customer after pulling up the product they are needing to order.
Product Description/Name
If a caller does not have an account number to provide, which KA will provide us with numbers to refer callers to?
KA 7888 - How to Handle Consumer Calls
If we want to make sure that we are not missing anything before and when working with dropship orders, which KA provides a helpful attachment?
KA 7056 - Placing a Drop Ship Order in SFDC
This is where we are able to tell if a dropship product can be purchased via Online Platforms.
Product / Vendor Notes
The three things you have to make sure to provide the customer before placing a call on hold.
Permission to Hold, Definite Time Frame (in minutes), Reason for the Hold
This is what FCR stands for.
First Call/Contact Resolution
This is what we usually check first on the customer's invoice if they report a missing product from their orders.
If the item is shipped with other items in a tote, or if the item comes as a tote / verifying if the issue is shortage or a missing tote.
True or False: We should finish and provide the case number to the customer within the call.
False. We should provide a case number, but not necessarily finish the case while on the call.
These are the four tools we need to check if a PD customer asks about the status of their late deliveries.
Order History, FourKites, Late Route Reports, Outlook