Best practices

When a customer contact us about their vendor-sent order being 'RTS'. What is the process we need to educate them about?

• Cx must wait until it reaches the WH, and then wait for the refund to be posted into their payment method of choice.

• Cx must wait 10-14 BD to be returned and process in our WH, and then from there wait 3-5 BD or two paper billing cycles to see the refund posted back into the original payment method.

• We must proceed with the NPR returned to drop-shipper as soon as we see the item in transit back to us. And the customer is provided the NPR time frames.

• We have to submit the NPR lost return as the warehouse is unable to process a refund from an item that was vendor-sent.

SITUATION CASE: Amy calls Nordstrom's customer service to have her points converted to dollars, as you have access to the loyalty tool, you offer the customer the option to provide the information regarding that. Her points are 496, which is the equivalent in dollars?

• Ten points are equivalent to a dollar.

• Each point is equivalent to a dollar.

• I offer the customer to be transferred to credit dept.

• Points cannot be converted to dollars since it all depends on customer's loyalty status.

We must avoid providing the customer the information in a ________ way, since it can create more concerns for the customer.

We can actively offer free shipping the customer to place a new order whenever we encounter a service failure.

• True.

• False.

_______________ is a strategy where we talk to the customer by their name, we congratulate their selections or we ask them questions about their day to build a rapport.

Rachel calls due to an order in transit, she is really concerned since she was on internet and read bad reviews regarding ONTRAC which is the carrier delivering her Nordstrom order. The package has not had any updates in the most recent business days but the promise date is still 5 days away. She is already concerned but willing to wait. What information do you provide to her?

• I provide ZS, and tell her to wait, in case it is not delivered we can always provide her with the NPR.

• I provide the customer with the promise date and tell her not to worry as the order will be delivered before that.

• I tell Rachel to just wait. In the worst case scenario we just go ahead and refund her if she has not received it by the promise date.

• I provide Rachel the ZS, which will explain why the order is taking longer to get updates but later I make sure she is calm about the transit process.

We can always offer the customer the option to return and reorder whenever they request a price adjustment/match on the Rack.

• True.

• False.

SITUATION CASE: Rob placed an order while on a huge sale, unfortunately his order gets stolen. You offer Rob to place a new order, however the item he paid a great price for is now twice the price he paid. What do you do?

• I go ahead and place the order and proactively offer Rob to have the item at the price he paid for.

• I process the order with the now price but leave a task in order to have it price adjusted later.

• I ask Andres (the best sup ever) & Pau (who is good but not as good as Andres), if I can offer the customer the item price adjusted.

• I call CCL and ask for an exception to get the item price adjusted for him.

Which of the following terms are banned from our speech while on a call, chat or email. (You can select multiple)

• Exception

• Courtesy

• Supportive team

• Supervisor

• Satisfaction

Which of the following is a more polite way to provide the customer the information regarding when an order/item is cancelled due to fraud?

1. 1. I am truly sorry in this case the process we need to follow is to wait until the department in charge gets you via email and from there it is up to you to reorder.

2. 
   2. I definitely understand your concern and as a customer too I would be upset, however in this case I will go ahead and submit a task to report the inconvenience and get you an answer within 1 business day. At this moment I advise you to not place a new order to prevent cancellations and pending charges.

3. 3. I am truly sorry to hear that, let me tell you that from this moment I will go ahead and submit a request in order for the department in charge to get to you via email, explaining the processing issue and further steps to prevent it in the future. I kindly advise you to wait until you receive the email to place a new order since if you place one now can get cancelled again. Lastly, remember you were not charged since we only charge for items we shipped.

4. Please remember that whenever cancellations happen, it is our Fraud dept. warning us of any abnormality. For that reason please avoid placing a new order with that payment method.

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