CODEs

CONTACT CODING

-capture the reason why the cx reach out to us -if multiple concern: use the initial reason

VOICE OF THE CX (VOC) -way to tell cx story provide additional details not asked in the coding section -sharing about the details about the packaging material inside the box, -experiences or preferences regarding the carrier -any other thoughts or feedback

• we only transfer to once department: RESOLUTIONS TEAM if aa wants to be transferred to other department to provide a feedback. We will create the tix.

ACCOUNT UPDATE -request regarding account changes

BUY ONLINE PICK UP IN- STORE (BOPIS) -BOPIS Concerns

CUSTOMER EXPERIENCE -Cx wants to provide a feedback with associate/ customer service

FULFILLMENT ISSUES/ CLAIMS -claims for online order

GIFT CARD/ eGIFT CARDS -GC inquiries

LOYALTY -Loyalty programs or rewards concerns

MARKETING -Concerns regarding promotions, coupon and offers

MISCELLANEOUS -Inquiries regarding BBW corporate, sensitive and adverse

ORDER MODIFICATION -Request to change something on an existing order

PLACE ORDER (NO ATTEMOPT TO ORDER ORDER)

POST SHIPMENT: TRACKING OFER DELIVERY -inquiries for an orders that was already delivery.

PRE ORDER: SHIPPING AND DELIVERY OPTIONS

PRE-SHIPMENT: ORDER DETAILS AND STATUS

• inquiries about that orders that has been shipped out

PRODUCT INQUIRY

SALE PRICE ADJUSTMENT

RETURNS AND EXCHANGE

STORES

WEBSITE AND MOBILE -Issues relating to the website