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PST day 1

Lawson ID#: 1704313

A. Tools:

  1. vmware - inside vmware are the ff tools https://bbw.triboolearning.com IEX: 1704314 Login: EMISTA Temp log in: Atsi@1704313!!@@

a. loyalty customer care tool - loyalty accounts b. central office - cx concern about the store (receipt number to pull up transaction) c. Customer care tracking - tracking the purchase d. OOBO - Ca -Place/ completing the order e. OOBO US f . Zendesk - leave notes for cx. file ticket. Sandbox is training region to access the zendesk. Imail forgot password g. Epiphany - order number is needed so you can pull up the order detail( verifying) open it last after other tools h. OSI - to check the balance of gift card i. BBWINC - related to donation, employment, applications (app) j. customer care favorites- all tools is accessible here

  1. my academy

  2. tribo learning - emist004@apc.iml.sitel.com Foundever123! https://bbw.triboolearning.com https://bbw.triboolearning.com/programs/68329f82-9117-4235-a94d-ca64010fd455/about

4.Nice CXone- MAX softphone

https://cxone.niceincontact.com/auth/authorize?scope=openid&response_type=code&client_id=0b697ebb-4ea2-4052-b12b-d3cf12a53eca&redirect_uri=https%3A%2F%2Fcxone.niceincontact.com%2Fua%2Fv1%2Fcallback

  1. IEX - schedules https://sitel-1.us200lxiexweb01.nac.sitel-world.net/wfm/login 1704313 Foundever_2024#

  2. Call Miner

  3. Zendesk Sandbox

  4. Test emails

B. BBW New Hire Voice TRaining Intro: A. Skill

  1. Understanding the problem

  2. Communicating effectively with your cx B. 3 common issues

  3. What is trouble shooting is listening, acknowledging, reassuring, questioning, Instructing, finding the cause of your cx's issue or concern. then finding the possible solution and using your issue resolution option to soleve your cx issue or concern

  4. the 4 stages of troubleshooting a. symptoms - sign that something is wrong b. Cause - reason for an action or condition, something that brings out an effect or result c. Issue or concern - A difficulty that has to be resolved or dealt wiht d. Solution - a means of solving a problem or dealing with difficult situation

C. Acknowledging and reassuring phrases Start with building cx's confidence and trust that you can help them solve their issue acknowledging the reason for contacting an agent and reassuring them that you will make it right AR are statements that communicate your understanding of the issue and your expertise and eagerness to solve their concern.

Let us see if you can acknowledging and reassuring statement Reassuring phrases by dragging it to the good example card

  1. Ask the right questions- asking the question will help you understand the problem abd know how to solve it. The process is called questioning techniques

  2. Probing questions - these typical open-ended question and are typically used to gain clarification or follow up Samples: What body lotion fragrances are you trying to find We often carry fragrances online even if you can't purchase them in the store. Let me check online for you

  3. Funnel question - these starts with general question and end more specific questions what happens when you try to access your acct was there an error message after you attempted to log in? Did you attempt to reset your password yet?

  4. Open ended questions - typically starts with what, why, and how,what happens when you enter the promo code

D. Provide a solution it's time to let the customer know you have a solution and provide them with the next steps. During this part of the conversation, it is important to:

-Be concise and clear. Aim for short, direct, focused sentences, without extra details.

-Keep it simple. Stay away from using technical language or internal jargon.

-Show confidence. Let the customer know you have the skills to provide the right solution.

Always use your Issue Resolution options when appropriate and necessary. You will learn more about when and how to use each option in a future course.

  1. Issue resolution options a. ZCR - zero cost reship b ZCO - zero cost order c. Ac-re - Adjustment/ credit d. EGC - Electronic gift card

Lets review common issues, acknowledging & reassuring phrases, and troubleshooting!

Welcome to BBW

  1. Who We Are

Bath & Body Works is an international company that sells personal care and beauty products in more than 1,700 company-owned North American stores and has nearly 300 franchised stores in countries around the globe operating under franchise, license, and wholesale arrangements. What better way to get to know more about the company than to take a fun tour through our history!

  1. The History of Bath & Body Works As a new Bath & Body Works associate, you should know a little bit about how we got here as a company and a brand. Check out how far we’ve come in over 30 years!

September 13, 1990 - First Bath & Body Works store opens in Boston, MA 1992 -Men's line was introduced 1993- Gingham fragrance is launched 1994 -Bath & Body Works becomes a separate division of Limited Inc. 2000- Sweet Pea is introduced & is the #1 fragrance through 2005 - Cucumber Melon is the first fragrance to hit $100 million 1999 - Anti-Bacterial line is redesigned with diamond packaging 1998- Cucumber Melon is introduced - 1,000th store opens in Athens, OH - First White Barn Candle Co. is opened 1996 - 500th store opens in Baton Rouge, LA - Bath & Body Works reaches $1 billion in sales 2000 - Sweet Pea is introduced & is the #1 fragrance through 2005 - Cucumber Melon is the first fragrance to hit $100 million 2004 - Bath & Body Works reaches $2 billion in sales 2006 -Japanese Cherry Blossom is introduced 2008 - First store opens in Canada - Bath & Body Works receives International Service Excellence Award for outstanding customer service 2009 - Signature Collection relaunch 2010 - $63 million Black Friday-largest single day ever at that time - Anti-Bacterial Soap Collection relaunch - First store opens in Dubai 2011 - First store opens in Hawaii 2012 - Fine Fragrance Mist relaunch - $1 billion in sales for spring season - Prestige Collection is launched 2013 - Signature Collection restage - White Barn relaunch 2014 - First candle day = record-breaking sales - Hand soap restage - Japanese Cherry Blossom is still the #1 fragrance since its launch in 2015 - First store in Alaska opens - PocketBac restage - Bath & Body Works turns 25! August 2021- Bath & Body Works becomes a stand-alone public company

  1. Our purpose BBW works makes the world a brighter happier place through the power of fragrances

  2. Our Values a. the customer rules

b Diversity equity and inclusion make us stronger - we embrace diversity because a culture where everyone has a chance to be heard valued and treated with respect makes us a smarter stronger brand

c Passion leads to success- we love what we do, and we have fun creating the fragrances and experiences that bring happiness to people around the world. Our care for our customers drives us to never be complacent, giving our work a strong sense of purpose that keeps us focused on always exceeding expectations and delivering exceptional results.

d. I matters how we play the game - we hold ourselves to the highest standards and always focus on doing what's right in our workplace our communities our industry and for our planet. we need with honesty integrity and humility because we get there as much as get there as much as the destination.

A. The Customer Rules – The power of our brand starts with our customers. Our unique relationship with them guides every decision we make—because when we know our customers like we know our friends, we understand what they value and can anticipate their needs.

b. Diversity, Equity, and Inclusion make us stronger – We embrace diversity because a culture where everyone has a chance to be heard, valued, and treated with respect makes us a smarter, stronger brand.

c. Passion leads to success – We love what we do, and we have fun creating the fragrances and experiences that bring happiness to people around the world. Our care for our customers drives us to never be complacent, giving our work a strong sense of purpose that keeps us focused on always exceeding expectations and delivering exceptional results.

d. it matters how we play the game – We hold ourselves to the highest standards and always focus on doing what’s right in our workplace, our communities, our industry, and our planet. We lead with honesty, integrity, and humility because how we get there matters as much as the destination.

B. Our Customers Bath & Body Works is considered to be an affordable luxury, a treat. . . amazing products and experiences at accessible prices. Our customers have a deep connection to the Bath & Body Works brand. Let’s learn more about our customers and how they connect to us.

-Our customer's are diverse. But we found similarity. 90% are women ages 36-45, most ae married. -Customer have an emotional connection. It's a palce they find cxonfident. They see us a retail theraphy, aspirational with great service, our cx are smart and educated. They love our fragrances and love to have fun. believe in bath and body 100%. A good fragrance is a powerful memories and emotions.

C. Supporting our customers Let's take a look at the different ways you may interact with our customers to provide excellent customer care.

a. phone In-store: We offer a customer care line for in-store purchases or support needs. Online: There is a toll-free customer care line for online customers with support needs. b. Chat Our customers can open a chat with an associate from the website. We offer information on any expected wait time, and a chat box will automatically pop up for them during their shopping experience. c. Email Customers can send an email via webform through our Help and FAQs on the website for select issues. d. Social media Social media associates celebrate with our fans in public on Facebook, Instagram, and X. Associates can connect with their customers in private via direct message to resolve customer care issues.

Remember, you may not support our customers in every channel mentioned here, but it's important to know how we as a company interact with our customers. You will learn more about how you specifically will support our customers after training.

The Gingham gateway : The Gingham Gateway provides essential information that you'll use daily as a Bath & Body Works associate.

a. Quality Corner This is where you will find tips and tricks to improve your service quality

b. BBW Brief News Feed Alerts are typically seen in the BBW Brief News Feed. Updated 7 days a week

c. Homepage Tiles All information blocks are linked to the relevant resources.

d. Gingham Search Do you have a question? If so, check Gingham Gateway first!

e. Marketing Grid - The Marketing Grid is the tool used to locate information on past and current promotions.

  1. promo start/ end dates, one day offer that is valid for several days/ weeks. and must have a code that is expired or not yet active. If your customer has a concern involving their coupon code, how could you use the provided dates in the Marketing Grid? The dates are useful in determining if your customer has a code that is expired or, rarely, not yet active.

  2. promo name and details- This area will tell you important details of the offer and the discount being offered. For direct mail coupons, the promo name will be a hyperlink, if you click it, you will see a PDF of that particular mailer, so you can view what the customer sees if needed.

  3. Third, we have the Online Promo Code, which is the code that needs to be entered to redeem the promotion on an online order. You will see a lot that denote a “Unique Code” which indicates that no two are the same. Some of these will have a Prefix noted which helps you to determine whether the customer has a currently valid code from a mailer. Others you will see have a webpage promo, such as this FALL4HOME – these are sent via email and/or displayed at the top of the web page during the time of the promotion and are viewable to everyone. You can also see the Store Promo field which we will not use, however this is simply the manual code entered at the store point of sale to redeem the coupon in case the barcode does not work. important details on promo disc (hyperlink )

  4. Media field tells us which format the customer received the offer in, whether mail, social media, email, web page, etc. And finally, the Offer Category tells us the type of offer. For example, a % off purchase offer (like 20% off your total purchase), of $ off offer (like $10 off $30), can also be things like a Free Gift With Purchase offer or Purchase with Purchase offer.

f. Promotions Calendar - The Promotions Calendar is the tool used to locate information on past and current promotions This is where you will go to see past promotions, including the terms and conditions, and current promotions. You can even get a sneak peek of the following week's BBW promotions.

g. Shipping delivery - the Shipping Info is used to locate up-to-date information about shipping concerns.

  1. DC UPDATE: Provides the most recent information about Delivery Commitments.
  2. DELIVERY DELAYS: If your customer is concerned about delivery status, it's a BEST practice to refer to the Gingham Gateway Delivery Delays to provide accurate information.

a. Frequently searched articles: ZCR ACRE Refund Loyalty Appeasement (Issue Resolution) Timeframes Quicksheet

b. Using keywords will pull articles without having to search too deeply. -Loyalty > Loyalty Rewards Program: Loyalty Quicksheet -Claims > Before Processing a Claim -Central Office > How to look up a transaction in Central Office -OOBO > How do I log into OOBO?

c. Most commonly searched topics: Loyalty Appeasement Order of operations (Issue Resolution process) ACRE ZCR One-time appeasement in Zendesk Electronic Gift card in Zendesk

D. Gingham gateway- provides quick access to information that is used daily