Calibration 11.02

What are the allowed carriers for us to use the Shipper Modification Form?

• Ontrac, FedEx and CDL

• UPS, FedEx and USPS

• CDL, LS, LSO, Ontrac and UDS

• None above

In which scenarios would be appropriate ask to the customer for a call back on a chat interaction?

• Place orders and Exchange items

• Cancel an order

• No response chats (Ghost chats)

• We should never offer a call back

What are the steps to call a customer during a chat?

• 1. The chat is taking more than 6 min. 2. Check with the customer if they want to receive a call. 3. If the customers agree, we can call them before disconnecting the chat.

• 1. Check with the customer if they want to receive a call. 2. call the customer after disconnecting the chat.

• 1. As soon as the customer says hi we must offer the callback. 2. call the customer right away without confirming. 3. No closing is needed.

What’s the next process after following the steps to troubleshoot and confirm that an order is stuck?

• Call the tech department

• Submit the new stuck store order form

• Call the carrier

• None above

Where will be the markdown if an agent didn’t provide the complete NPR verbiage?

• Policy and procedure compliance

• Professionalism and business conduct

• Complete and accurate information

• Ownership and follow up

All the backorders are visible now on CSP?

• Yes

• No

Are we able to cancel single items or multiple items, instead of the entire order?

• Yes

• No

Do the agents must verify with the customers what is the correct information about the ORN profile, in case that is shows up multiple records?

• Yes

• No