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How many screenshots are required on a case?
3 or more (shipping details may be more than 1 page)
If the item shows delivered but customer states not received (item in stock/no prior reships) can they?
Only get a reship
Item is oos and over $150 do we create a case or go to chat?
Create a case
True or False. We can reship an order in scheduled status?
False
If the item shows 4 in the DC do we place an order for the customer?
No
If the cust pays for their return label do we refund them after (Not Coach Fault)?
No
Are we allowed to service with tech issues?
No
How many seconds do we have to say our greeting?
5 seconds
What resources can we use on our calls?
SF, OMS, Coach.com, Coachoutlet.com, Notes, Order details, Huddles, and Q&As
How can we build confidence on calls?
Study SF
How can we increase our CSAT?
Assurance, Empathy, Acknowledge, etc
I'm sorry that you didn't receive your return is it an empathy or sympathy statement?
Sympathy
What is the appropriate greeting?
Thank you for calling Coach! My name is ____. Who do I have the pleasure of speaking with?
What is a bridging statement?
We look forward to you shopping with us again.
A customer calls and states they have not received their refund. You check OMS, the order shows "Return Complete" What type of case should you create?
None. No case is needed. Request assistance from a Chat SR. They will send an email to a Coach Ambassador to review the refund.
A customer calls in and states that their $300 purse was damaged upon receipt. You are the first agent to speak with this customer. What type of case should you create?
None. Since you are the first agent to speak with the customer, you will create a PPL if it's an Outlet. Instruct the customer to call back once the order is i
