When the customer did not the receive their RAN/Flex Label email
When an International Customer (Puerto Rico, Virgin Islands and all other non US countries) wants to return their items.
When a USA/domestic customer does not have the ability to print a Flex Label.
When a military base APO/FPO customer would like to return their costume.
If a customer calls in to track their package.
If a customer calls in to verify the order was placed.
If a customer received a damaged costume.
If a customer was missing an item from their order.
None of the above, you should put case notes in ALL orders.
Raise my hand and ask whoever comes to help me first. All of the floorwalkers are knowledgeable and very able to help us all.
Tell my customer it may be a moment and put them on hold and wait til my “preferred” floorwalker is done. When they are done helping the other rep I flag them down,
Raise my hand, get the answer from the other floorwalker, but as they are helping me I see the other floorwalker is free. I flag them down and have them help me now.
Get up from my desk and interrupt my “preferred” floorwalker while they are helping another rep. They’ll understand because they always help me.
Tell the customer to call me back in 30 min. Give them my name and say they can ask for me specifically.
Offer to call them back in a certain amount of time. I also advise them in case I don’t get a hold them to try to also call back at some point. I still case note everything in case I don’t get a hold of them.
Let them know that unfortunately you will not be able to call them back, but you would be happy to send them an email from your personal email to let them know that it has been completed.
Give them my name and supervisors name and extension. I explain for them to ask for me or my supervisor. I leave clear case notes and send a quick email to my supervisor. Since I may not be able to help them then I know my supervisor will.
Send it out overnight. They said asap so that must mean they really need it.
Send it out economy shipping. Theres still plenty of time for them to receive it by Halloween.
Ask them what date they need it by. They may be agitated but at least I know it will be there in the correct amount of time needed.
Apologize and issue them a credit on the spot for the pre-sell item.
Find the customer a different IN STOCK costume that would work for them.
Refer them to Halloween Express because you're sure they're carrying the item.
Apologize that the item is no longer available, remove the pre-sell item and ship the rest of the order for them.
Express Shipping so that he can ship his items from Florida to Brazil and still receive his order by Halloween.
Any shipping method that the customer would like.
Choose the Brazilian shipping option in the drop down box, and then change the ship to country to United States. Choose any shipping method for the customer.
We do not accept Brazilian credit cards because we do not ship to Brazil at this time.