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Ask the customer what language they speak. Say: “May I ask what language you prefer to speak today?” Inform the customer you will connect an interpreter. Say: “Thank you. I’m going to bring in an interpreter to assist us. One moment please.” Select Hold to place the customer on hold. Select Consult. Select External and dial 800-822-5552, then select Call. Enter 52520#, then follow prompts: Press 1 for Spanish Press 2 for all other languages Enter your employee number when prompted. If you selected option 2 (Other Languages): Tell the Tele-Interpreter Service the customer’s language. Say: “The customer speaks [LANGUAGE], or possibly a language from [REGION].” You may be placed briefly on hold while an interpreter is connected. When the interpreter joins, clearly explain the purpose of the call. Say: “We are assisting a customer with their order today.” Select Unhold to conference the customer onto the line.

During the Call Continue the call as you normally would. Speak directly to the customer, not the interpreter. Use short, clear sentences. Pause so the interpreter can translate.

Ending the Call Thank the interpreter and end the interpreter call. Return to the customer (if still on the line) to confirm they have everything they need. End the call.

Call the Customer Back When: A question or concern was discussed before the call disconnected. Order information was shared before the call disconnected. You accidentally disconnected the call.

The Callback Feature is automatically offered when the average wait time for a specific queue exceeds two minutes. If calls are waiting but the average wait time remains under two minutes, the system will not present the callback option to customers.

When returning a customer callback, use the appropriate callback greeting before continuing the conversation.

Refer to Article KA-03498 for more information.

recover order If the Recovery Worker window appears: Select Tools on the Launchpad. Select Recovery Worker. Select Recover to continue where you left off.

system down placing a web order When directed to place orders on the website: Place the order as a guest. The customer must have a valid email address. Continue assisting the customer through the web order process.

If the customer does not have a valid email address: Apologize and ask them to call back when CCS2 is available.

important reminders During a System Down order: Gift Lists cannot be processed. Passport benefits may not appear during checkout. Some coupons may not apply during checkout. Any required adjustments are completed after the system is restored. Refer to Article KA-02729 for additional information.

-Call Back greeting -hello This is blank returning your call from brand as requested. Before we begin, please note that this call may be recorded for quality assurance. How can i assist you today?

Recovery Worker If a system interruption occurs, use recovery worker to restore your order. *Recovery Order - If the Recovery Worker windows appears: 1.Select Tools On the Launchpad 2.Select Recovery Worker. 3.Select Recover to continue where you left off.

Recovery Looping -if the recovery worker window continues to appear: 1.select recover. 2.Press F8 to refresh. Important: Any unsave made in CCS2 will be lost, and the order must be started again. if the issue continues, contact your supervisor.

System Down If CCS2 is unavailable, follow the approved system Down process to continue assisting the customer. Click each circle for more details.

PLACING A WEB ORDER -Place the order as a guest. -the Customer must have a valid email address. -Continue assisting the customer through the web order process.

Important Reminders -During the system down order: -gift list cannot be processed. -Passport benefits may not appear during checkout. -Some coupons may not apply during checkout. -Any required adjustments are completed after the system is restored.

Escalation Request -Customer may request to speak with a supervisor or a U.S- based specialist. When an issue or concern is raised to a higher authority or supervisor for further review, resolution, or action.

Speak to a Supervisor -Acknowledge the customer's concern. -review the order and offer a resolution whenever possible. -Ask if the customer would still like to speak with a supervisor after the issue has been addressed. *Scripting Suggestion include: -I'm sorry for your disappointment in your product. I will be happy to transfer you to my supervisor, Before i do, can i have the order number to telephone number used to place your order? -I'm Sorry your delivery didn't go as planned. Before I get my supervisor, may I have the order number or phone number used to place the order so i can review what happened?

Speak to an US Based Specialist -inform your TL if the customer wants to talk in US Transfer the customer to the queue, HD-904 On shore transfer

Customer Feedback -refers to comments, concerns or suggestions that a customer shares about products, services or their experience with an agent.

Product or service Feedback -resolve any issues you can. -Submit customer Feedback request only after all actionable issues have been addressed.

Agent Feedback -Always use the customer's own words. -Do not include personal opinions or assumptions.

Course Overview 1.Understand what good communication is. 2.Show listening and empathy to make customers feel heard. 3.Use clear, positive words and tone in calls, chats, and email. 4.Stay calm and professional when conversations get tough. 5.Focus on building real connections, not just fixing problems.

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Effective Communication - always listen, use clear positive works means assurance.

Summary: *Listen fully and show empathy to understand what

*make It Right-make it sure that you

Learning Objectives -Recognize when a customer situation carries heightened emotional impact -Use the Make It Right mindset to guide decisions, not just resolve issues -Assess responsibility using tiers as judgment tools, not rigid rules -Pause, escalate, and act with empathy to support trust repair and Win Back

*Think Like a Customer Reflect on your own experience as a customer. Choose a positive or negative experience that stood out to you. Consider: What was happening in that moment? What did you feel, and why? How did the company’s response affect your trust?

introducing Emotional Impact

Standard Emotional impact - Disappointed or frustrated or annoyed. Elevated Emotional Impact - Upset because a meaningful occasion was impacted. Highest Emotional Impact - Emotionally vulnerable, distressed, or deeply disappointed.

What Make It Right Looks Like in Practice -We do... -Listen fully -Use empathy -Take ownership -Focus on restoring trust

*I’m really sorry this happened. I understand how important this birthday was, and I want to help make this right for you.

What to Remember: -Not every issue has the same emotional impact -Pause and consider the moment behind the issue -When a moment can’t be fixed, lead with care and escalate. -When in doubt, always aim to Make It Right.

Retrieving Orders On customer service calls, you MUST retrieve the order in SSC using Order Search or Order Search (Advanced). Search by Order Number W0060 = Phone Order Select Order Number and enter only the last 10 digits (drop W0060). W0100 = Web Order Use Order Search (Advanced) and enter the full order number in the Web Order Number field. Starts with 5 Select Web Order and enter the full order number. Starts with 10 Select Order Number and enter the full order number.

Order Search Options Use Order Search- or Order Search (Advanced) to locate orders using customer, recipient, or order information. Hover over each section of the screen to learn when to use it.

We learn how to Navigate the IBM on how to edit everything in customer orders.

Finding the Order Number -If a recipient does not know the order number, ask them to check the shipping label first. Click the hover buttons for more information.

If the Recipient Cannot Find the Greeting -If the greeting is not printed on the shipping label, ask the recipient to check the packing slip inside the box.

The order number is the first 10 Digits located in the upper right-hand corner, following ORD.

The PO number shown on the shipping label is the same order number and can also be used to located the order.