Other Service Scenario.

Making a Sales Offer:

When assisting a customer or recipient it is a requirement to make a sales offer.
 
You must manually click the Telephone icon on the CCS2 L Bar to open the Telephone Special (TSP) window. On Customer Service and General Inquiry calls, you must offer an item from the TSP window using the suggested scripting or your own enticing verbiage.
 
If the customer accepts, double-click on the item in the TSP window to open a new OE session in CCS2. The selected item will be added automatically, but CCS2 will not auto-populate the customer's information.
 
If speaking to the customer:
- If they want to send the TSP item to themselves, retrieve them by phone number or email address, then press Ctrl+S on the recipient page to retrieve them as the recipient.
- If they want to send it to someone else, enter the recipient as new.
 
If speaking to a recipient:
- If they have not placed an order with us in the past, they won’t be retrievable as a customer. You will have to enter them as new.


Sterling (SSC) Error Code Chart:
- If you encounter any errors in Sterling (SSC), refer to Article KA-03611.
 
This article lists common error codes and provides instructions on how to handle each one.

Escalated Situations:
When to Escalate:
- If all attempts to appease the customer fail, offer to escalate to a supervisor.

- If a customer requests a supervisor, graciously place them on hold and complete a warm/consult transfer whenever possible.
 
Escalation Options:
- Warm/consult transfer to a supervisor.

- If a supervisor is unavailable or the customer prefers, offer to submit a Supervisor Callback request via Sterling (SSC) under Related Tasks > E-Forms > Escalations > Supervisor Callback e-form.
 
Review Article KA-01375 for additional information.


Subscription Orders vs. Clubs:
Club vs. Subscription:

Clubs:
- Clubs contain pre-defined components and can be selected to ship in either 3, 6, 9 or 12-month duration.
- The customer pays up front for the entire club.
- Typically, the shipments are month only and will arrive sometime during the month.
 
Subscriptions:
- For Harry & David, Wolferman's, and Vital Choice, customers can subscribe to receive regular shipments of select items.
- A valid credit or debit card must be on the order because the customer is charged each time a shipment is sent.
- Shipments continue until the customer cancels the subscription.

Common Subscription:
- Cancel Subscription
Customers must manage subscriptions online.
- Do not cancel a subscription in Sterling (SSC).
- If the customer cannot or will not cancel online, submit the Subscription Cancellation Form.
 
Subscription Shipment Has Not Arrived
- Review the order.
- If the shipment is on hold, transfer the customer to Specialty.
 
Refer to Article KA-01899 for additional scenarios and handling instructions.


What Are Transactional Emails?
- When a customer places an order by phone or online and has an email address on file, they automatically receive transactional emails as their order progresses.
 
The most common Transactional Emails are:
- Order Confirmation
- Shipment Notification
- Delivery Notification
 
These emails help customers review order details, track shipments, and stay informed about their order status. Click on each email type to learn when it is sent, what information it contains, and see an example.

Refer to Article KA-02770 for more information.


Missing Transactional Emails:
If a Customer Did Not Receive an Email:
- Verify the email address.
- Ask them to check their spam or junk email folders.
- Offer to resend the Order Confirmation. This can be done from the link in Sterling (SSC).
 
Customers can also sign in and select MY ORDERS to:
- View order details
- Track shipments
- Review order changes


Resending Order Confirmations:
Before Resending:
- Verify the customer's email address.
- Ask the customer to check their spam or junk folder.
- Confirm the email address is not a role-based email address.
Examples:
- info@
- support@
- sales@

What a Resent Email Includes:
- Updated item information
- Updated arrival date
- Updated greeting message
- Updated address information

What a Resent Email Does Not Include:
- Item cancellations
- Order cancellations
- Refunds
- Replacements
- Charge adjustments

Managing Marketing Preferences:
- Customers may contact us because they want to stop receiving promotional emails, text messages, or surveys. Hover over the options below to learn how to manage customer communication preferences.

Promotional Emails:
Use the Email Preferences tool to:
- Subscribe to promotional emails
- Unsubscribe from promotional emails
- Update marketing email preferences

Customers who unsubscribe from promotional emails will still receive Transactional Emails.

Examples of Transactional Emails:
- Order Confirmations
- Shipment Notifications
- Celebrations Passport Communications

Text Notifications:
Customers can:
- Opt in to promotional text messages 
- Opt in to transactional text updates during checkout
- Opt out of text messages by replying STOP

Transactional-related emails are not affected by text message preferences.

Refer to Article KA-02813 for more information.


Lesson Summary:

- Telephone Specials (TSPs) don’t appear automatically on service or inquiry calls — you must click the Telephone icon on the CCS2 L Bar to make the offer.

- Transactional Emails are automatically sent to customers based on activity on their order, including Order Confirmations and Shipment Notifications.

- If you encounter error codes in Sterling (SSC), refer to Article KA-03611 for explanations and steps to resolve them.

- If your customer asks to speak to a supervisor, graciously place them on hold and transfer them immediately.