Posted: April 30, 2024

Pre Orders

If an order contains multiple items, AMS will only indicate that the first item is a pre-order. For verification of pre-order status for other items, please use the Item Search function.

Posted: April 29, 2024

Chairman Vault Collections

Scheduled today between 9P- 10P on air

Add a flag to every successful order "Please do not cancel the Order under any circumstances, This order can only be canceled upon approval from the CS HEAD." to the Profile.

SKU's

7769453

7769477

7769525

7768664

7768689

7769637

7756444

7756456

7756480

7756492

7756504

7756468

Posted: April 24, 2024

Important RTL Updates

• all RTLs / Reports must contain an attachment (if no attachment, the case will be returned to you).

• Do not email Crystal Jackson for any type of request (all emails she receives will be ignored) (a case must be opened).

• Do not open a case under Crystal Jackson's name if you know you are having an error downloading the RTL, MOD must get the download for you to attach before sending over a case.

• all reports must have the correct font size before opening a case with/ the attachment (reminder Crystal Jackson will not open the report and fix anything before being sent) (Ex. if the font is TOO small for you to read, it will be TOO small for the customer to read).

• all RTL requests via email must be sent by the agents via SF to the customer email, The only reason Crystal Jackson would need to be involved will be if your request is for a Plus Size RTL via email.

Posted: April 24, 2024

Unreasonable Hospitality

Turn ordinary transactions into extraordinary experiences. The power of giving people more than they expect. 

When To Offer Unreasonable Hospitality:

• Birthday’s

• Holiday’s

• Hospital Stay 

• Family/Friend Passing 

• Saying Thank You 

• Anniversary 

• Job Promotion 

Idea’s For Unreasonable Hospitality:

• Vineet / Deepak / Host Deliveries 

• Personalized Item W/ Customer’s Name On It

• Flowers / Cake 

• Candle’s

• Shop LC Item W/ Our Logo 

• Handwritten Card From The Kids 

• Holiday Cards

• Cleaning Kit For High-End Orders 

• Gift Cards 

Tips About Unreasonable Hospitality:

• Not every single call/chat/email will have an opportunity for UH.

• Giving store credit isn’t UH. 

• All requests for UH will go directly to Miranda via email. 

• How we make people feel is what matters most of all.

All requests go directly to Miranda Ashburn. 

Name :

Code :

Phone : 

Email : 

Where Gift Is Going : 

Occasion : 

Gift Idea : (not required)

Posted: April 22, 2024

How to Clean Sterling Silver Jewelry

• Create a simple jewelry cleaner by mixing one quart of lukewarm water with one tablespoon of mild dishwashing liquid.

• Mix enough cleaning solution to cover your jewelry. For smaller pieces and loose stones, place the items in a strainer before putting them in the bowl. After allowing your jewelry to soak in a clean glass bowl for 15 minutes or more, use a soft toothbrush to remove residue.

• If needed, use a toothpick to dislodge any dirt or sediment from the crevices of your rings, earrings, bracelets, and necklaces. Rinse with fresh, cool water.

Tips:

• Regular cleaning and proper storage can help maintain the beauty of your sterling silver jewelry for years to come.

• Tarnish removal may require patience, especially for heavily tarnished pieces. Avoid using excessive force or harsh chemicals, as these can damage the silver.

• Surprisingly, wearing your silver jewelry regularly can help prevent tarnish buildup. The oils in your skin can help protect the metal.

Posted: April 16, 2024

Opening the Call

• Open the call within 3 seconds.

• Open the call with a smile.

• Introduce yourself to the customer.

• Follow the script- "Thank you for calling ShopLC, This is 'Your Name'. How may I help you today?

Posted: April 15, 2024

Budget Pay EMI Inactivation

Please be advised that "EMI write-off" should not be used as a reason code when closing or inactivating a payment. Using "EMI write-off" as a reason code can lead to confusion and inaccuracies in our financial reporting.

Posted: April 13, 2024

Updated Quality Markdowns

Agents must inform customers about self-help options on return inquiry calls. 

Quality Markdown starts April 15th.

The agent must deactivate the old address which the customer does not use anymore.

Quality Markdown starts April 15th.

If an agent denies Partial cancellation. The agent would be rewarded a 0% Quality Score. 

Quality Markdown starts April 15th.

Agents must flag the customer's file if the customer does not have an email. The flag note must include the initials of the name and date. 

Quality Markdown starts April 15th.

Agents must share the updated Turn Around Times with the Customer.

Quality Markdown starts May 1st

Posted: April 9, 2024

Case Assignment

Please refrain from forwarding every case to admin.

Posted: April 4, 2024

Updated Turn Around Time

• RTL VIA Mail - Up to 7 Working Days (Please don't create a duplicate request within this time frame)

• Refund - Up to 5 Working Days after refund initiated

• Standard Shipping - Up to 7 Working Days after dispatch

• Expedited Shipping - Up to 4 Working Days

• Resizing - Up to 20 Working Days for the resizing.

• Pre-Order - Up to 15 Working Days for the order to reach the warehouse

• Payment Fall-Back - If the order was cancelled on 'Authorization Success' status, it takes up to 72 hours

• Email Sent from AMS - Up to 48 Hours

• LIM - 05 days after the estimated delivery date

Posted: April 4, 2024

Process of Converting #PD to #PP

1. Collect the necessary information from the customer

2. Educate/assist the customer and resolve their concerns about the interaction.

3. Assure the customer that ShopLC is always available to help and provide the finest resolution to our valuable customers.

4. Update a VOC note in the customer's account using the format shown below.

#PP Notes Format

Customer's Concern:

#PD to #PP Resolution:

Posted: April 4, 2024

WOW Call Parameters

• Making call your own

• Not Scripted

• Active Listening

• FCR

• Rapport Building

• Wearing a Smile all throughout

Posted: April 1, 2024

Default Address Update on AMS

• Verify with the customer, which address they would be using the most. Make sure that the address is active and is set to default.

• If they have multiple addresses, inactivate them.

• If the same address is listed multiple times, add letters at the end of the address to distinguish and then inactivate them.

Note: Once the default address has been updated on AMS, it takes 24 hours to reflect on the web Profile. Take ownership on placing the order through AMS.