SMART
Coordinators must say this phrase when contacting customers, installers, and vendors.
What is the recording call Disclaimer EXAMPLE. "This call may be recorded for quality and training purposes.
Coordinators should start on this knowledge article for all calls
IST Call Handling Overview
Homes built before 1978 require this test to be done
What is Lead Assessment Test
VOC
Voice Of Customer
Lowe's Quarter 3 2024 begins on this date
12/13/24
The article coordinators use to follow SMART guidelines
IST - SMART Quality Guidelines and Expectations
Coordinators can approve up to this dollar amount in compensation and labor
What is $103
Some flooring material requires this in order to be installed properly and prevent installation issues. For example, the flooring must be kept at a certain temperature inside the home for a certain amount of days.
What is Acclimation period
COC
Certificate of Completion
The President of Lowes is
Who is Marvin Ellison Jr. FREEBIE!!!!
Listen & Respond : Did PSP listen and show ______ to address customer's need?
care
DAILY DOUBLE!!!!!!!
Which of these is NOT a decommissioned labor category
mold, mildew, rot, asbestos or infestation are all apart of an ___________ issue.
What is an Unforeseen site issue
DMIS
District Manager of In Home Services
Lowe's Mission Statement is
What is Together, deliver the right home improvement products, with the best service and value, across every channel and community we serve.”
Name a reason you may want to appeal your QA score
QA did ya dirty!
GL Code for vendor product issues (Used only for specific scenarios for manufacturer or vendor-related product issues (e.g., type 2 PROvider needs to be vendor debited for work completed)
892401
On customer contracts what part outlines that it is the customers duty to mark utility and property lines?
What is "Customer Responsibilities"
MJA
Multiple Job Awareness
Lowes Core Behaviors are
what is Focus on customers, deliver results, take action, show courage, and continue learning
S.M.A.R.T stands for
What is Seeking out the customer, meeting customer needs, Add related products, services, and expert advice, Review that customer's needs were met, and Thank the customer.
This knowledge article helps when cx is requesting to be provided with their installation contract
Region 21 FPM
James Hudson
RDIS
Regional Director of In Home Services
The 4 types of customers Lowes serves are
Who are Millennial, PRO, Light DIY, and Heavy DIY