Nordstrom Rack

What is the cost for standard shipping?

• $7.95

• $9.95

• $15

• $25

Which is the correct way to close our interactions?

• Thank you for shopping in Nordstromrack.com, I hope I provided a good service.

• Remember you spoke with Pepito Perez, thank you for calling Nordstromrack.com

• Thank you for shopping in Nordstromrack.com, have a nice day.

• Thank you for shopping in Nordstromrack, have a nice day

ESCALATIONS: Do we assign incidents to CCL?

• Yes

• No

Which is the time frame for AfterPay refund?

• 5 to 7 business days.

• 10 to 14 business days.

• 3 to 5 business days.

If we cant waive the shipping at the check out, which is the procedure?

• Advise to call us back once the item is shipped.

• Submit follow up task and let the cx know that she will be refunded.

• Adjust the price in the check out.

If an employee is calling on behalf of the cx, which is the procedure?

• Ask for employee number, full name and store number.

• Ask for the customer information.

• Provide information without verification.

• Disconnect the call.

If we don't match customer information in Gladly, where does QA mark it down?

• Policy and procedure compliance

• Contact management

• Professionalism and business conduct

• Complete and accurate information

If we use unconfident words or phrases like "I don't know" "maybe", "it seems", "probably", among others. Where is mark down?

• Confidence

• Tone

• Willingness to help

• Complete and accurate information