ONE PAGER

US States & Streets Suffixes

Remember to use the correct US States and street Suffix abbreviations when entering addresses. This quick reference guide ensures accuracy and avoids processing delays. Keep it handy, and stay precise!

Add Invoice in Notes

• Agents must add the invoice number to the notes.

• If there is no invoice, please add the order number.

Resizing FAQ's

             Resizing FAQ's

Q. While placing the order, if the cx hasn't selected the resize option?

A: Items will not be resized if the order is not marked for resize. Once the invoice is processed, resizing is not possible. Customers must return the ring for resizing after trying it on.

Q: The ring was delivered to the customer and now the customer wants to send the ring back to Shop LC for resizing.

A: Any items over $500 and other items that were advertised on air can be resized for free.

Q: Can an agent accept the return for resizing?

A: Yes, agents can accept it. But please ask the customer to write a note explaining from which size they need the resize and invoice# or order# and the Item code.

• We can resize 2 down and up this includes quarter and half sizes.

• Please remind customers that resized rings are non-refundable.

Missing or Invalid Voucher Process

Please follow the steps below when assisting a customer who reports not receiving a voucher or if their voucher code doesn't work:

Verify Eligibility:

• Confirm that the customer meets the criteria for receiving the voucher.

If the Customer Has the Voucher Code:

• Attempt to apply the code.

• If the code doesn't work, flag the account with the voucher details, noting the issue. 

If the Customer Does Not Have the Voucher Code:

• Use the voucher code specifically created for these cases. Do not provide the code to the customer.

• When flagging the account, include the invoice number so the specific voucher can be identified.

Important:

• Always add your initials and the date when flagging the account. 

• Remember, this is considered a deduction.

Examples of questions you might say to fill in dead air

Avoid asking customers how they are, how their day is, or how they feel.

• "I heard [a pet,]-is that your [dog/cat/etc.]? What's their name?"

• "This (item) is nice. Is it for a special occasion?"

• "What drew you to this particular style or design?"

• "Have you seen our latest [Upsell]? I think it might interest you."

• "Is there a particular type of product you'd like us to offer more of?"

• "What's been your favorite item or service you've purchased from us?" 

• "What brought you to our website/channel/store today?"

• "Have you considered taking advantage of our website or mobile app?

Return Label Fee and Restocking Fee

Return Label Fee:

• Any request for a return label fee refund must be approved by a supervisor before it can be processed.

• The account note must include the supervisor's name and the reason for the exception.

Restocking Fee:

• Please inform the customer that we do not refund restocking fees.

• If the customer refuses to accept this, you must escalate the issue to the escalation voicemail.
  
  Don't volunteer to escalate!

Handling Calls on the Sales Line

         No longer transfer CS calls that come into the Sales line except under $10 days.

Not Under $10 day:

• Assist customers directly when they call the Sales Line.

Important Exclusions:

• Calls from the IVR Fall Out or New Caller lines are not included in this directive.

Why This Update?

• Streamlines customer service efficiency. 

• Ensures the right teams handle the right calls during promotions.

Let's work together to provide the best experience for our customers!

Offering Self Service

Encourage customers to take advantage of self-service tools for a faster and more convenient experience.

Shopping and Orders

• Place Orders: Customers can easily add items to their cart and complete purchases independently.

• View Order History: Allow customers to access their past orders for reference or reordering.

• Gift Cards: Customers can purchase physical or digital gift cards and redeem them for future orders.

Account Management

• Manage Profile: Customers can update their profile information and preferences to ensure their account is up-to-date.

• Manage Auctions: View active bids, sign up for Auto Pay, enable Auto Bid, and manage their wish list for a more streamlined auction experience.

Returns and Repairs

• Create Return Labels (RTL): Enable customers to generate return labels for easy returns.

• Secure Shield Repairs: Initiate returns for repair under the Secure Shield program without contacting an agent.

Enhanced Features

• Bid on Auctions: Participate in auctions starting at just $1 for exciting deals.

• Live Stream: Watch recorded streams of shows from the last few days to stay updated on offers.

Payments

• Pay BP (Balance Payments): Simplify outstanding bill payments with a seamless online process.

Flag Notes Update

• Please read the flag on the accounts before submitting cases. Sometimes it can be resolved as FCR.

• Please read previous notes before giving information out.

Note: 

Please transfer to Escalations Voicemail upon their request.

Example:

**RS 8/8/2024*** **cx requested for all her refund as SC moving forward RA 09/16/2024

Cancel Invoiced Orders Update

• Invoice Orders can no longer be canceled due to a customer's "Changed Mind." Instead, please offer support options, such as guiding the customer through our return process.

• However, if a customer wants to cancel an Invoice order due to an issue like the item being shipped to the wrong address or a similar concern, you are permitted to submit a cancellation request on their behalf.

Receiving Wrong IGI Certification

When customer calls about receiving a wrong IGI certification, Please return both the item and the certificate. Kindly include "Attn: Niloma" on the return label. 

Did you know:

IGI certification is a process by which diamonds are evaluated and Certified to verify their authenticity and quality. The International Gemological Institute (IGI) is the world's largest independent diamond certification and appraisal institute.

Protection Plan Upsell Script

Agent: Before we finish your order, I wanted to tell you about a service we offer called Secure Shield our protection plan. It's for jewelry items over $50.

Customer: What's Secure Shield?

Agent: Secure Shield is a repair service that protects your jewelry from damage. It helps keep your pieces looking their best.

Customer: What does it cover?

Agent: It covers any repairs for 2 years of your jewelery, ensuring your investment is protected against unexpected issues. If it can't be repaired, we'll replace it or give a full refund. Would you like to add it to your purchase?