Team Meeting

New Attendance Policy

100

What is unacceptable reliability?

Unacceptable reliability is when your reliability score does not meet 85% for a fiscal month.

200

Where can I see my current reliability score?

You can see your reliability score within Associate Scorecard. 

300

When is the new policy effective?

07/30/22

400

What happens if I have unacceptable reliability? 

The first month of unacceptable reliability will result in a coaching conversation by your people leader. If the next month of unacceptable reliability is within three (3) months after the previous month of unacceptable reliability, you will receive next-level corrective action. If the next month of unacceptable reliability is four (4) or more months after the previous month of unacceptable reliability, you will receive a coaching conversation.

500

What happens to my current Time Card Exceptions (TCEs) and absences? 

TCEs and absences will continue to be managed under current attendance policy through July 29, 2022. Effective July 30, 2022, TCEs and absences accumulated through July 29, 2022, will not roll over to new policy. 

Order status process

100

Can vendor contact information be provided to customers?

Due to contractual agreements, we are unable to provide vendor contact information to customers.

200

What are available fulfillment types?

• Pickup Later (PL): Customer can pick up order from preferred store location via the following options:
  • In store: Picked up from pickup desk in store.
  • Curbside: Brought out to customer's vehicle by store associate.
  • Pickup locker: Picked up from secure locker using provided access code from email.
• Lowe's Delivery (LD): Delivered to customer's home via Lowe's delivery truck from store location, third-party delivery provider, or Cross Dock Terminal (XDT).
• Parcel and freight shipping: Parcel orders are shipped via mail carrier (e.g., FedEx Ground, USPS). Freight orders are shipped via freight carrier (e.g., FedEx Freight, Estes). In myredvest, shipping orders are presented as follows:
  • Direct Delivery (DD): Special Order Sales (SOS) order shipped from vendor to customer's home and can be parcel or freight.
  • Parcel Delivery (PD): Stock order shipped from Lowe's location to customer's home and can be parcel or freight.

300

What should you use EVERY time you have a call about order status?

Order status spreadsheet 

400

If there is a ETA listed on order, what are the next steps?

Provide the customer ETA no other steps

500

What are some reasons Token wont work?

If the customer is on speaker

If token was not rest

Customer not putting information in correctly

Process

100

How do I handle an inquiry from a Lowe's Pro customer?

Lowe's Pro inquiries may be routed to Customer Care for handling. Pro calls can be identified by a whisper when call is presented; do not transfer unless directed to by process. Review Handle a Lowe's Pro Contact.

200

What are the different options for an appeasement? 

10% Promo code

$25.00 gift card

AM override 

300

In what situation would we offer the customer a 10% promo code?

Cust exp

400

In what situation would we offer a 10% off a item in a order?

If the customer got a damaged item AND is going to keep the item. We would do it on the item only.

500

What is the max offer for an appeasement we will do most of the time?

10%

Process

100

If you need a appeasement what are the steps in order?

1-Send Karen a message/ Or post in teams chat and tag Karen wait 2-3 min.

2-If no answer, post in appeasement chat wait 3 min.

3-If no answer call MOD line

200

When calling Eline or MOD what site do we choose?

Indy

300

What do you need to do for system issues?

1-Troubleshoot per knowledge

2-If not fixed, call RTM and code system issues

3-Let AM know or call MOD to let them know

4-Call IT and get a ticket number/ If internet get proof from your provider

400

What is the EOS survey about?

Karen

500

What is Q3 dates 

07/30-10/28

Info

100

What is the number to HR/Sedgewick?

844-475-6937

200

When should we place a customer on hold to call someone else

Only when process says to

300

Why does customer have authorization hold on credit card?

Authorization holds are a commonly used security measure to protect customers for online orders placed with credit cards. Lowes.com connects with issuing bank to confirm card; hold may appear from Lowe's Home Centers or Home Supply Warehouse. Hold does not mean order has processed.

400

What is Be Calm?

The Magellan CALM program aids individuals and families to resolve personal problems such as:

• Stress, family conflict, drug or alcohol abuse, and address common work/life issues.

500

What is Lowes Wellness 

Coaching for Personal Growth

Coaches provide confidential, unbiased support to help you shape your purpose and stay on track.

Digital Cognitive Behavioral Therapy

Online, educational, interactive, self-paced tools to help with chronic pain, anxiety or panic attacks, obsessive/compulsive disorder, insomnia and other sleep difficulties, depression, and substance use disorder.

New, enhanced digital emotional wellbeing tool

On January 1, 2022, Magellan Healthcare will launch a new program for mind, body and life, powered by NeuroFlow, that will include enhanced versions of our award-winning digital cognitive behavioral therapy (DCBT) modules. Live your best life with this new app that can help you in a variety of areas.

Work-Life Services

Work-Life Services helps you live life smarter and gives you insight and inspiration for the journey. Work-Life Services include Adult Care & Aging, Child Care & Parenting, Daily Living, Education, Moving, Pet Ownership, Pregnancy & Adoption, Relationships, and Special Needs.