Posted  on October 21, 2024

by Prashant Singh

Asking the customer for an Email on a Customer Service Call

Remember to ask the customer for their email and confirm they have opted in to receive tracking information via email.

If an email is already on file, please verify that the customer has opted in.

Suggested Script:

"May I have your email so I can send order tracking information"

Posted  on October 17, 2024

by Margaret Ledesma

Updated New Sales Call Flow

The goal is to keep the process clear and concise while encouraging agents to be more assumptive when handling sales calls. This will help improve efficiency and increase conversions.

• "Hello, my name is ____,  what purchase can I assist you with?" (after an acknowledgment) "May I please have your name?"

• "I have one green ring, size 7 for 19.99" Verify brief item description with price and quantity while placing the item in the basket

• "We will be shipping that to (insert customer's shipping address) and placing it on your default credit card ending in (last 4 digits of default card on file), is that correct?"

• "Thank you, hold just a moment for your total. OK, your total today is (order total), is it okay to process this order?"

• If the customer uses Budget Pay, advise of the total today and future payments. (Example: Your total today is $35.00, and 2 additional payments of $30.00 will be billed to the card on file.)

• "Thank you for calling ShopLC! Have a great Day!"

Posted  on October 10, 2024

by Margaret Ledesma

Lost Bid/Failed Authorization

Lost Bid: Our customer has attempted to secure an item through the automated system (IVR), on our Website, or through another live agent and the process was never completed.

Failed Authorization: Our customer has already attempted to purchase the item, but the transaction is incomplete due to the card being declined.

IVR Fall Out Skill Procedure:

1. Go to the Lost Bid tab.

2. Input the customer's phone number and choose the appropriate search option (Lost Bid or Failed Authorization). 

3. Confirm the item in question.

4. Scroll over and select re-authorized. 

5. Follow the remaining steps to complete the process.

Posted  on October 10, 2024

by Pearlie Sandoval

Transfer Guidelines



Do NOT Transfer calls to Austin or any Supervisor/Manager or QA directly. Redirect calls to the right department/queue. 

Posted  on October 10, 2024

by Pankaj Yadav

The Importance of Clear and Concise

Communication on Calls

What is a Verbiage?

Verbiage is the use of too many unnecessary words/official words in speech or writing, making communication unclear and overly complicated. Reducing verbiage helps ensure clarity and efficiency.

Using verbiage over the call can be problematic for several reasons:

• Clarity: Verbiage can make communication confusing and difficult to understand,

• leading to misunderstandings and errors.

• Efficiency: Keeping communication clear and concise ensures that calls are more efficient and effective, saving time for both parties.

• Customer Experience: Clear and straightforward language enhances the customer's experience, making them feel valued and understood.

• Consistency: Using standardized, simple language ensures that all team members provide a consistent experience, which is crucial for maintaining quality service.

Posted  on October 2, 2024

by Margaret Ledesma

Unreasonable Hospitality Updates

Please do not submit unreasonable hospitality requests for customers' friends or occasions such as Christmas. The Unreasonable Hospitality (UH) program is strictly reserved for customers' immediate family members and should be used for significant life events such as birthdays, anniversaries, deaths, illnesses, and similar circumstances.

Take Note: 

Agents must make a separate note for UH Request!

Unreasonable Hospitality (UH) Request Template 

• Customer Name:

• Code:

• Email:

• Age:

• Gift Destination:

• Occasion:

Posted  on October 2, 2024

by Pearlie Sandoval

#PD Comments Format

Updated Format:

• # PD Customer's exact statement for being unhappy:

• Invoice number/Order number: SFOXXXXXX

• Item/SKU number: xxxxxxx

• SKU/Item Brand:

• Resolution: What resolution or action was taken to resolve the issue

Take Note: 

#PD Comments should be separate from the regular Notes of the Call. 

Posted  on October 2, 2024

by Maricel Dancel

Updated by Margaret Ledesma on October 16, 2024

Updating Address in AMS

To obtain a One Time Passcode (OTP), it goes automatically to the customer's email. Code MUST BE PROVIDED by the Customer. 

You can also use the last 4-digits of the CC by selecting the Box.  

Take Note:

Agents can send an email to the customer for the OTP (One-Time Password). If the customer doesn’t have an email, you can use the last four digits of their credit card for verification. Please note that it must be a card on file, but not necessarily the last used or default card.

Suggested Script:

"We have added a step to verify your identity before updating your address. This extra step helps protect your profile. "

Posted  on October 2, 2024

by Maricel Dancel

Invoice Order Cancellation

As of October 3, we are not able to cancel INVOICED ORDERS.