Major Appliance
Customer would like to return a MA unit outside of the 48 hours, how do you resolve the call?
Contact MFG for service call, etc
What type of Address changes can we make?
Address Change FAQ's & Address Change
Customer is calling due to expired perks. Customer lost over 500$ in perks due to not being familiar with how to manage a PROX account. What steps do you take to resolve?
Try to renew perk, Educate on account processes, offer to give a partial EGC.
Name 3 additional resources you have access to besides Home, Crm, DMP, .com? If you must name one of these provide a detailed example of what you can find with that resource.
Pocket Guide, Order Up, Carrier Tracking, Convey,
What behaviors align with ASAT? Provide 2 behaviors and 1 example of what that might sound like.
Engage- Empathy- Acknowledgment- Build Rapport
Customer has had 2 failed deliveries due to damaged unit, what steps do you take to resolve? Customer also is giving lots of push back due to needing appliance
DET, White Glove Service, Loaners, Customer Satisfaction MD, GC for mini
When do you create an ORDER ETA Case and When do you Fulfillment Failure?
Ship to Home Order Status – Shipped via Freight or Line Haul/Final Mile Delivery
Provide situations in which a SNOW ticket is needed. Need to name at least 3 situations
Can Not Duplicate Phone Numbers, Add Military Discount, Find account tied to HDCC, Receipts not adding to account,
Name 3 tools you can use to display ownership in a call.
What behaviors align with CES? Provide 2 behaviors and 1 example of what that might sound like.
Resources, Getting to the Root Cause, Promoting the value, Best Solution based on Customers needs
Customer is looking for the refund of an MA appliance. What steps do you take to provide refund?
MA RGA CASE, MA RGA refund, OU return
How do you identify a STH via MDO order?
Knowledge
Identify Ship to Home via MDO Order
Preferred Pricing for PROs FAQs
What are 2 steps you take that go above and beyond for your customer?
Resending email, One time PM/MD, EGC, My name is..., Detailed Notes...
What behaviors align with LTSA? Provide 2 behaviors and 1 example of what that might sound like.
Taking Ownership, Recapping, Sharing resources, Sharing Relevant Information, Survey, Appreciation