Description:  Customer request to have an item appraised even if it doesn't come with a free appraisal certificate

Tools Needed: AMS

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Acknowledge the customer's reason of call: Appraisal Request

3. Confirm item/ order details (description, quantity and price).

4. Confirm with Supervisor-on-Duty (SOD) if the specific item can be appraised. 

5. Proceed to the 'Create Order' tab and place an order for the appraisal listed under item number 4013417. The total cost should be $75, exclusive of shipping and handling charges and tax.

6. After successfully placing the order, please inform the customer about the expected delivery timeframe.

7. Ensure proper notation of the account. Additionally, kindly inform the customer that this transaction is non-refundable and non-replaceable.

8. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

Reason of Call: Appraisal Request for item#___    (order number)

Action taken: process appraisal order successfully under order#: ___. Educated cx about the policy and TAT delivery.

Suggested Scripts:

Email Address confirmation (if customer doesn't have an email address)

"Could you please provide an email address for us to send order confirmations and updates? Thank you!"

Delivery Resolution: 

"Congratulations! We have successfully placed your order! Please allow up to 7 business days for delivery to your address. Please note that appraisal orders are non-refundable and non-replaceable."

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Description:  Customer called in about a missing Appraisal Certificate

Tools Needed: AMS | GMAIL

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Acknowledge the customer's reason of call: Appraisal Request

3. Confirm item/ order details (description, quantity and price).

4. Check if the description includes a free appraisal. Alternatively, ask the customer if the host mentioned it when the item was presented on live TV.

5. Send an email to the Quality Control department, and inform the customer about the expected delivery timeframe.

6. Ask for further assistance before delivering a personalized closing spiel.

Email Template:

Send an email to: QC@shoplc.com, cc: <slcoperations@officepartners360.com>.

Subject: Missing Appraisal Certificate

Body:

Hi Team,

Greetings! Kindly assist in sending the missing Appraisal.

Name :

Code :  

Telephone :  

Invoice No.: 

Order No.: 

Item No.:

Mailing Address:

Suggested Note Template:

Reason of Call: Missing Appraisal Certificate (order number)

Action Taken: send an email request to QC dept to send the missing appraisal via cx mailing address: ____________.         

Suggested Scripts:

Email Address confirmation (if customer doesn't have an email address)

"Could you please provide an email address for us to send order confirmations and updates? Thank you!"

Delivery Resolution: 

"We have successfully processed a request to resend the missing appraisal certificate! Please anticipate delivery to your mailing address within 7 business days. "

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Description:  Missing authenticity card on an order the customer already received.

Tools Needed: AMS | GMAIL

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: A certificate of Authenticity/ Authenticity Card guarantees that a specific item purchased has been designed by a prestigious designer/company.

3. Make sure to look over the item description and price as authenticity card/certificate is usually available for high end items only. Sometimes, the website will provide the  certificate of authenticity available for download.

4. If you have further questions and inquiries about the certificates, kindly send email to QC department and advised the customer about the response turn around time.

5. Ask further assistance before delivering personalized closing spiel.

Email Template:

Send email to :QC@shoplc.com

cc: SLC Operations <slcoperations@officepartners360.com>

Subject:  Certificate of Authenticity Inquiry(Free flow)

Body:

Hi All,

Greetings! The customer would like to know if the item comes with a free certificate of authenticity. Kindly assist and see further details below:

Customer's name:

Phone number: 

email address:

Item number:

Item Brand: (If applicable)

Reason of call:

Action Taken:

Suggested Note Template:

Reason of call:  certificate of Authenticity/ Authenticity Card inquiry

Action taken: Email request was submitted to QC team for further assistance and advised the cx about the response TAT- cx understood.

Suggested Scripts:

Delivering Resolution

Valid Certificate Request

"Not receiving the free certification has never been our intention. We truly apologize about the disappointment at the same time we appreciate your taking the time to let us know about this. I'll make sure to send an email request for the missing certificate to be delivered to you the quickest time as possible. Moreover, kindly allow us up to 7 business days for the delivery but still not guarantee."

Invalid Certificate Request

"I regret to inform you that there has been a misunderstanding as the item you placed never comes with any authenticity card. For the reason that, certificate of Authenticity or Authenticity Card guarantees to specific item purchased that was designed by a prestigious designer or company and these usually applicable for high end ones."

"In order to review what the host specified when the item was presented on our live TV, I will ask our back end team for help. Just allow us up to 48 business hours for the response."

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