Overview:

1. Navigate Our System – Identify key system features and access essential tools to manage customer orders efficiently.

2. Make Changes in Sterling (SSC) – Apply order edits, updates, and modifications accurately while following system procedures.

3. Process Replacements, Refunds, & Adjustments – Handle item replacements, refunds, and payment adjustments correctly, ensuring accurate communication with customers.

4. Manage Other Issues (Telephone Specials, Escalations) – Recognize and appropriately handle technical issues and service escalations.

5. Work Holds Effectively – Identify hold types, follow procedures for processing holds, and understand which holds require specialized handling.

6. Assist Customers with Internet Help – Support customers calling with questions while ordering online, applying promo codes, or navigating the website, including taking orders over the phone when necessary.

Harry & David system for pulling out an order: IBM CCS2

Why do customers call?

Products: 
Customers may call to inquire about products before ordering.​
Recipients may call to inquire about products they received in their gifts.

Services:
Customers call to make changes to their accounts.

Existing Orders:
Customers also call to request changes to items, arrival dates, and greetings, or to request replacements, adjustments, or refunds when something goes wrong.


General Inquiries: 

- Customers or recipients call to inquire about the products in our gifts, such as the quantity of components or how many people the gift will feed, ingredients and/or allergen information, storage or preparation instructions, or other information. 

- Most of this product information will be found in the Masterlist or in the Dynamics Knowledge Base. Hover over the images to review how to handle dietary concerns, allergen questions and any illness reports from customers or recipients.

Article KA-01203
Article KA-02638


SSC - Sterling Service Center

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.
 
Recipient Retrieval
To retrieve using recipient information, use Order Search (Advanced) and search under Search by Recipient.
 
What to Say to the Recipient: “I can look that up for you, may I have your last name and zip code?”

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.
 
What to Say: "If you don't see the greeting on the shipping label, please check the packing slip inside the box. The order number is printed there as well."

Look for PO And Order number in receipt to pull up an order.

Lesson Summary:

- Customers call with questions about products, existing orders, and service requests.
-Sterling (SSC) is the primary system used to manage customer orders, view order details, and complete service-related tasks.
-Retrieve orders using the appropriate search method, including order numbers, web order numbers, or recipient information when available.
-When assisting a recipient, the order number may be found on the shipping label or packing slip, helping you locate the order and provide support more efficiently.