F
Do we install Mirrors, Vanities, FIre tables, or Chanderlies?
NO
WHAT IS THE CLOSING STATEMENT?
Thank you for shopping/choosing with RH, have a great day.
Can we cold transfer?
NO
WHO IS PART OF OUR LEADERSHIP TEAM?
HEIDI, DEVIN, MARIO, GEORGE, KAITLYN, JAMECIA, KARINA, & ALLY
WHAT IS THE OPENING GREETING?
Hello, good morning/afternoon. This is (First Name) (Last Name) from RH home delivery who do I have the pleasure of assisting?
When should you remain auto-in?
ALL THE TIME
WHAT IS RTBS?
READY TO BE SCHEDULED
DESIGNER TRACK WHAT DOES THE RED MEAN?
We can not consolidate/schedule these dates EVER.
Where would you force a time window and what time frames can we force?
Dispatch Track - 4 hour increment
WHAT KIND OF CHECKLIST DO WE HANDLE?
DELIVERY, EXCHANGE, & RETURN
WHAT 3 THINGS CAN YOU USE TO LOOK UP A CLIENT IN RH SCHEDULING?
HDL/CHECKLIST/REFRENCE, ORDER NUMBER, & PHONE NUMBER
What are the restriction questions we ask the client?
ANY STAIRS, ELEVATORS, GATE CODES?
ANY NARROW HALLWAYS OR TIGHT CORNERS?
CAN WE GUARANTEE A TIME WINDOW REQUEST?
NEVER
DIFFERENCE BETWEEN A SAMPLE VS STANDARD
A STANDARD COI WILL BE SUBMITTED IF THE CLIENT HAS ABSOLUTELY NO CHANGES NEEDED.
A SPECIAL REQUEST WILL BE SUBMITTED IF THE CLIENT HAS 1+ CHANGES NEEDING TO BE MADE AND MUST EMAIL THEIR REQUIREMENTS TO COI@RH.COM.
WHAT ARE OUR 4 VALUES?
QUALITY
SERVICE
PEOPLE
INNOVATION
What’s the difference between the HDC vs the DC?
HDC IS THE LAST STOP BEFORE BEING DELIVERED TO THE CLIENTS HOME.
WHAT IS A TWO TEAM MEET/TTM?
WHEN AN ITEM IS OVER 400 POUNDS OR CLIENT REQUEST
WHY DO WE CREATE SERVICE STOPS?
A request we DID NOT finish the day of delivery (assembly and placement if it was not done the day of delivery).
WHAT IS THE SAME DAY RESCHEDULE PROCESS?
Step 1: Make any notes you need on RH Scheduling
***DO NOT FUTURE DATE, only exit the account***
Step 2: Advise the client we will reach out in 24- 48hrs to reschedule.
Step 3: Send out the SAME DAY RESCHEDULE email with all client’s information.
Step 4: Call Dispatch to have the team skip over the scheduled delivery stop.
Step 5: Follow up in 24hrs when the new checklist (route recon) regenerated to schedule the client again.
Name the 3 distribution centers
DC 95 SAN FRANCISCO
DC 97 LOS ANGELES
DC 98 BALTIMORE
NAME 3 EMAILS WE SEND & WHERE DO WE FIND THE CONTACT
ANY EMAIL
WHO TO CONTACT
WHAT ARE THE 10 POINTS?
OPENING, DISCLOSURE, ADDRESS, PHONE/EMAIL, LOCATION, ITEM, FOD, SIGNATURE, TW, CLOSING
WHAT IS DISTRO TO DC?
WHEN SOMETHING NEED TO BE SCHEDULED PRIOR TO BEING SHIPPED TO THE MARKET
WHY DO WE SEND A REDIRECT?
CHANGING THE ADDRESS FROM ONE MARKET TO A COMPLETELY DIFFERENT MARKET
WHAT IS THE RESCHEDULE PROCESS?
Step 1: DISPATCH TRACK
Step 2: EDIT
Step 3: Change status to HOLD
Step 4: Delete the date
Step 5: Save
Step 6: EDIT
Step 7: Change status to READY TO SCHEDULE
Step 8: Save
Step 9: GO TO RH SCHEDULING AND FUTURE DATE 1 DAY TO DELETE THE DATE IN RHOM.
STEP 10: IF THEY PICK A NEW DATE GO BACK INTO RH SCHEDULING AND SCHEDULE THE DATE