CUSTOMER SERVICE SKILLS
The 4 Essential Customer Service Skills
What is Empathy, Patience, Positivity, Communication
These are your 4 major resources for handling product concern scenarios
What is the Plan Worksheet, D&P Worksheet, SharePoint, and Solutions Guide
The field you update to show how many of each item are remaining in the customer's home
What is the Current Delivery Quantity
Click here to make changes to an order
What is the Edit Button
Click here to see the items listed on a specific order
What is the Expand Arrow
Simplifying your explanations is an example of this skill
What is Communication
This resource is an interactive guide that helps you make important decisions about how to help your customer
What is the solutions guide
Click here to enter comments about a specific item
What is Item Notes
The two fields you will use to determine coverage
What is the Plan Indicator and Goof Column
You will find the time frame by clicking here
What is the delivery info
Examining your biases and identifying blind spots are tips for building this skill
What is Empathy
Created in training, use this resource to help you identify two of the most important pieces of information when helping a customer
What is the Diagnose and Prescribe Worksheet
This field is critical and gives you a quick look at what happened with an item
What is the TDM Code
The field that tells you when the customer is scheduled to or has received their merchandise
What is the Date Column
You can access all previous comment here
What is Notes
Focusing on what CAN be done rather than what CAN'T is an example of this skill
What is Positivity
Use this resource to find everything from job aids, to product information and more
What is SharePoint
Comments about the delivery belong here
What is Notes
Changes to the Ship To customer information of an existing order should be made here
What is the Customer Details
Look here to see if the order has been completed
What is the Order Status
Recognizing your triggers and adjusting your attitude and tips for developing this skill
What is Patience
Created in training, use this resource to help identify if the customer qualifies for solutions paid for by Bob's
What is the Protection Plan Worksheet
Click here to show that a delivery attempt is complete
What is Post Goods Issue
In the notes tab of an existing order, all notes should be entered in this field
What is the Sales Notes
Use this column to identify what type of article you are dealing with
What is the Item Number