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When you add line items to a case, should you use the OMS unit price before taxes or the price the customer paid before taxes?

The price the customer paid before taxes.

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

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.

What is a bridging statement?

We look forward to you shopping with us again.

What is the appropriate greeting?

Thank you for calling Coach! My name is ____. Who do I have the pleasure of speaking with?

I'm sorry that you didn't receive your return is it an empathy or sympathy statement?

Sympathy

How can we increase our CSAT?

Assurance, Empathy, Acknowledge, etc

How can we build confidence on calls?

Study SF

What resources can we use on our calls?

SF, OMS, Coach.com, Coachoutlet.com, Notes, Order details, Huddles, and Q&As

How many seconds do we have to say our greeting?

5 seconds

Are we allowed to service with tech issues?

No

If the cust pays for their return label do we refund them after (Not Coach Fault)?

No

If the item shows 4 in the DC do we place an order for the customer?

No

True or False. We can reship an order in scheduled status?

False

Item is oos and over $150 do we create a case or go to chat?

Create a case

If the item shows delivered but customer states not received (item in stock/no prior reships) can they?

Only get a reship

How many screenshots are required on a case?

3 or more (shipping details may be more than 1 page)