DAy 8

DAY 8

Walk to work Bringing it all together Trouble shooting Building rapport Verbal Communication Spelling and Grammar Canadian Tool Distinction Gingham Gateway Navigation with Carolyn Barclay Daily Checkpoint

WHAT IS THE BACK OFFICE TEAM?

back office is the internal team that process / performs variety of tasks to help fulfill promised actions. some of the most common concerns includes EGC request, appeasements, payment inquiries.

they do not handle escalations, troubleshooting, supervisor callbacks, cancelling orders, finding giftcard number from the store

MOST COMMON TASK TO REQUEST IN THE BACK OFFICE----EGC request that are submitted as an appeasement. (option 4 in issure reso)

on the GINGHAM KB ARTICLE

-we always follow the DIGITAL SIDE

HOW TO CREATE A TICKET

mother ticket: Concern: DAMAGED ITEMS

ADD NEW TICKET

Brand: BBW US requester: email of cx or phone Assignee: take it Followers: skip (only click it if we want to receive an update) Form: VOC BBW LOB: Digital Contact code: Damaged VOC Comment: ------- Order number: 0000000 Tracking number VPN1 : Subject: CALL: DAMAGE ITEMS Internal Notes :

Concern: Web Order No.: Line Item: Quantity: Action Taken: Action Promised: Reason for using BEBB Code:

Submit ticket: Solved.

how to create baby ticket

option 1:

ON THE LOWER LEFT: CLICK: APPLY MACRO: back office task: Contact code: payment concern BACK OFFICE TASK: EGC request: and will create a side conversation click send

brand: BBW US requester: cx email assignee: Back office tasks followers: Form: back office task Tags: BBW LOB: digital Back office task: EGC Request Web order no: copy order number Back office Digital reason: Customer Retention Amount: $$ Details: place, why are you requesting EGC (copy VOC) Cx email: address: Skills:

Internal note: copy-paste the details

submit: Open

Option 2: just follow the same process creating a mother ticket remember to change FORM: just add BACK OFFICE TICKET

BBW- bringing all together:

role 1: interaction manager: ack reason for contact guide cx into interaction utilize correct procedure verify cx reso complete scripting

role 2: brand builder: building shopping bag: build loyalty

role 3: experienced engineer

IISUE RESOLUTION OPTIONS

tools used: ZCR---- epiphany ACRE and OOBO--- epiphany and OOBO ACRE---- epiphany EGC--- Back office through Zendesk tix