CCM
Where in CCM would you go to look up information on a sku?
Item viewer
When would you give a customer their delivery stop number?
NEVER.
A customer calls in to schedule a pool table delivery, what do you do?
Warm transfer to the CRSS team, ext. 4342
When should you leave a CRM in price protection (12/31/49)?
NEVER
How many supervisors are in the call center and what are their names and initials?
There are 5,
Debbie - CBD
Chelsea - CXR
Andrew - AAI
Linda E. - LJE
Linda V. - LXV
If a technician uses a "T" code what does that caused the issue?
"T" codes mean vendor defect
If a customer asks us to move their existing furniture, what do you do?
You should explain to the customer that the delivery team does NOT move existing furniture and offer the donation options.
We should NEVER tell the customer that it's at the discretion of the delivery team.
If you get a call from a trucking company saying they are in Taunton, and have a delivery for Jordan's, what would you do?
Warm transfer to Logistic Dept. ext. 4779
What document is ok to add the GBS 5yr plan onto and why?
Can only add to CRM's if not used. Can not add onto EEX due to warranty reverting back to original delivery date.
Who are the CO - CEOs of Jordan's?
Josh and Michael Tatelman
When a technician calls in do we have to confirm anything on the ticket?
the address he is at, each line item and line comment.
Customer is having a bed frame delivered and calls in to add bedding removal to their order. Can we do this?
NO. We only remove old bedding if customer is taking delivery of new bedding and in equal amounts.
Customer calls in reports they picked up their merchandise and tried to assemble but can not figure it out can we send someone to assemble it?
Yes but they would be charged a fee per hour would take for tech to assemble.
When keying a CRM on an order that was initially financed what additional step must be done for refund?
View/edit financing to update amount of refund.
Where was the first Jordan's store?
Waltham Ma.
Where in item viewer would you be able to see if vendor allows certain parts to be ordered?
Special Instructions
When splitting a sale why is it important not to move over the items that are not yet in stock?
Moving the merchandise onto a "new sale" can alter the customer place in line with the vendor essentially moving them to bottom of the list prolonging the ETA.
If a customer calls to reschedule their delivery that is scheduled for tomorrow, what do you do before selecting a new date?
Untruckload the order in JOE - Delivery Truck Maintenance.
How many days does a customer have reselect on ANY CRM?
A customer has 14 days to reselect.
*If preference we need to get the merchandise back right away and should schedule pick up when keying CRM.
What is exclusive to just the Avon location?
Enchanted Village & Clearance
Name 3 ways you can search for merchandise in CCM.
name of merchandise, vendor, sku, sales order #
What are things we in the call center look for in Identity Fraud?
(Name at least 2)
multiple declined payments, unable to confirm information, first time shopper, online/phone order, multiple cards used to make payment, stock merchandise, billing address out of state, protection not purchased, not a paid email account, address changed after order created
If you get a tech calling in a CUSB warranty ticket and he says that he plugged in the base and paired the remote, what would you do?
Switch the ticket from warranty to courtesy.
Remove SMC, change W01 to Z01, check off courtesy box, remove any parts and labor charges, do NOT send the email to claims@customatic and bedding referrals.
Customer call in concern with dining table top with unrepairable defect within 6 months. You see table top is available what do you key to correct for customer?
You would key a EEX for table top and base.
How long has Roy worked at Jordan's and was he always in the call center?
47 years and no, Roy started in the warehouse and has worn many hats including, delivery, sale, store management and customer service.