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New Start Training
Unit 1: Welcome
Lesson 1: Welcome to schuh
Lesson 2: Admin & Perks
Lesson 3: Policies
Lesson 4: Who are schuh?
Unit 2: Our Customers
Lesson 1: EASY & Golden Headset
Lesson 2: How and Why Our Customers Contact Us
Lesson 3: Our Services
Lesson 4: Perfect Call & Easy Checklist
Unit 3: Being The Solution
Lesson 1: Customer Led Decisions
Lesson 2: Case Studies
Unit 4: Customer Orders Admin
Lesson 1: How To Find It & Layout
Lesson 2: Alerts & Tasks
Lesson 3: Finding An Order
Lesson 4: Order Header & Right Clicks
Lesson 5: Order Footer & Right Clicks
Lesson 6: Call Logging & Checklist
Unit 5: Stock & Sales
Lesson 1: How to find it & Layout
Lesson 2: Searching for a product
Lesson 3: Functions
Lesson 4: Restocks
Lesson 5: Stock Locations
Unit 6: Message Manager
Lesson 1: How to find it
Lesson 2: Folders & Categorising
Lesson 3: Templates
Lesson 4: QA guidlines
Lesson 5: Replying & marking complete
Unit 7: Website Navigation
Lesson 1: Layout & Overview
Unit 8: Other Systems
Lesson 1: Phone System
Lesson 2: Jabber
Lesson 3: Task Manager
Systems Quiz
Unit 9: Order Tracking
Delivery Options
Lesson 1: FedEx
Lesson 2: DPD
Lesson 3: Evri
Lesson 4: Stuart
Collection Options
Lesson 5: Click & Collect
Lesson 6: Yodel
Lesson 7: ASDA toyou
Lesson 8: Investigations
Lesson 9: CMS
Lesson 10: Statuses
Lesson 11: Cancellations & Amendments
Order Tracking Case Studies
OT End of Unit Quiz
Order Tracking Call Library
Order Tracking Text Chat Examples
Order Tracking WhatsApp Examples
Unit 10: ACR Alerts
Lesson 1: Call Log Checklist Refresher
Lesson 2: What Are ACR Alerts
ACR End of Unit Quiz
Unit 11: Returns
Lesson 1: Returns Policy
Lesson 2: Worn Returns
Lesson 3: How Customers Return
Lesson 4: What to Include
Transaction Analyser
Till Transaction Viewer
Lesson 5: Payment & Refund Options
Lesson 6: Returns Investigation
Return Case Studies
Returns End of Unit Quiz
Returns Call Library
Returns Text Chat Examples
Returns WhatsApp Examples
Unit 12: WSIT
Lesson 1: Discounts
Lesson 2: Giftcards
Lesson 3: CMS Recap
Lesson 4: the schuh club
WSIT End of Unit Quiz
Unit 13: WhatsApp
Lesson 1: Introduction
Lesson 2: How Do Customers Contact Us?
Lesson 3: How To Log In
Lesson 4: WhatsApp Checklist
Lesson 5: Features of WhatsApp
Lesson 6: The Social Customer
Lesson 7: How To Accept & Close
Lesson 8: Social Media Tracker
Lesson 9: WhatsApp Handover & Daily Checklist
Lesson 10: Expectations
WhatsApp End of Unit Quiz
WhatsApp Checklist
Unit 14: General
Lesson 1: Pricing Errors
Lesson 2: Personal Injury
Lesson 3: Damage to Personal Property
Lesson 4: Worn Returns
General End of Unit Quiz
General Call Library
Unit 15: ODE
Lesson 1: Challenging Customers
Lesson 2: What Errors Occur
Lesson 3: How Can We Make It EASY
Lesson 4: Spare Parts & Construction
Lesson 5: Despatch Error Emails
ODE Case Studies
ODE End of Unit Quiz
ODE Call Library
ODE Text Chat Examples
ODE WhatsApp Examples
Unit 16: Text Chat
Lesson 1: History
Lesson 2: Introduction to Browser
Lesson 3: Functions Part 1
Lesson 4: Functions Part 2
Lesson 5: Test Chats
Lesson 6: How to Help
Lesson 7: Logging
Lesson 8: Chats on Mobile
Text Chat End of Unit Quiz
Unit 17: Department Alerts
Lesson 1: Call Logging & Call Log Checklist
Lesson 2: What are WDYW Alerts
Department Alerts End of Unit Quiz
Unit 18: CX Calls
Lesson 1: EASY & Call Log Checklist
Lesson 2: Jabber
Lesson 3: Phone System
Lesson 4: Text Feedback
Unit 19: Branch & Mail Order
Lesson 1: EASY checklist refresher
Lesson 2: What Is Branch
Lesson 3: Placing a Check & Reserve
Lesson 4: Mail Order
Lesson 5: Text Feedback
Branch & Mail Order End of Unit Quiz
Branch Call Library
Mail Order Call Library
Unit 20: HOI
Lesson 1: What is HOI
Lesson 2: Logging HOI's
Lesson 3: When to use HOI
Lesson 4: QC Returns Report
HOI End of Unit Quiz
Unit 21: SOS
Lesson 1: What is SOS
Lesson 2: Store Programs
Lesson 3: Customer Order Processing
Lesson 4: FAQ's
Lesson 5: COINR
Lesson 6: HOR
Lesson 7: Logging a Potential Complaint
Lesson 8: Store Help Emails
SOS End of Unit Quiz
SOS Call Library
Unit 22: End of Training Quiz
Department Tasks
Await Courier Reply Alerts
Claims
Lesson 1: Claims Overview
Lesson 2: UPS Claims
Lesson 3: Evri Claims
Lesson 4: ASDA toyou Claims
Lesson 5: InPost Claims
Lesson 6: Yodel Claims
Lesson 7: Cost Price
Lesson 8: FedEx Claims
Lesson 9: Stuart Claims
Claims Quiz
Out Of Stock
Processing Returns & RP
Lesson 1: Store Return Refund Alerts
Store Returns - Management
Store Return Refunds - Staff
Lesson 2: Store Return Refund WDYW Alerts
Lesson 3: Exchange Out Of Stock Alerts
Lesson 4: PayPal Refund Invalid Alerts
Lesson 5: Klarna & Adyen Refund Invalid Alerts
Lesson 6: Refund Management Tab
Lesson 7: Justified HOIs
Premiums & Statuses
Lesson 1: Non-Despatched Premium Alerts
Lesson 2: Status 1
Lesson 3: Status 2
Lesson 4: Status 3 & 4
Cages, WDYW & HOI Shelf
Non schuh Inpost Returns
Non schuh EVRi returns
Courier Investigation
Courier Quick Guides
EVRi
FedEx
Returns
Call Logging & Alerts
Returns Investigation
Return To Senders
Logging an HOI
Logging an ODE or RTS
ROI & EU Labels
Reception
Fraud
Lesson 1: Introduction to Fraud
Lesson 2: PayPal Orders
Lesson 3: Adyen Orders
Lesson 4: Bulk Buying
Lesson 5: Fraud Tasks & Handovers
Fraud Quiz
Payments
Lesson 1: Introduction to Payments
Lesson 2: Investigation Checklist
Lesson 3: Payments Log
Lesson 4: Collect+ Alerts
Lesson 5: Manual Payments Alerts
Lesson 6: Payments Task Manager
Lesson 7: Payments Daily Handover
Payments Quiz
FedEx Manual Labels
FedEx Exceptions
Social Media
Lesson 1: Introduction
Lesson 2: How do customers contact us?
Lesson 3: Queries & Response times
Lesson 4: Social Values
Lesson 5: GDPR
Lesson 6: Compliments
Lesson 7: Complaints
Lesson 8: Facebook
Lesson 9: Instagram
Lesson 10: X
Lesson 11: Social Media Tracker
Lesson 12: Alerts & Logging
Lesson 13: Tone of Voice
Lesson 14: Checklist
Lesson 15: Handover
Lesson 16: FAQ’s
Social Media FAQ – Cancel & Amend Queries
Social Media FAQ – Loyalty Queries
Social Media FAQ – ODE Queries
Social Media FAQ – OT Queries
Social Media FAQ – Returns Queries
Social Media FAQ – Transaction Queries
Knowledge Base
Adding & Duplicating
KB: Adding & Duplicating: Adding a giftcard
KB: Adding & Duplicating: Adding a Manual Order
KB: Adding & Duplicating: Adding a line Vs Duplicating a line
KB: Adding & Duplicating: Adding Yodel, EBOCIS or SWNS
Back To School
Cancellations & Amendments
Amendments
Cancellations
Checklists
KB: EASY Checklist: EASY Checklist
KB: Call Log Checklist
KB:QA Guidelines
KB: Social Checklist
KB: Text Chat Checklist
KB: Whatsapp Checklist
Claims
KB: Claims: All Claims Guide
Complaints
KB: Complaints: Investigation Checklist
KB: Complaints: Cherry Chart
KB: Complaints Daisies Checklist
Compliments
KB: Compliments: Compliments
Courier Information
KB: DPD
KB: Courier Contact Details: Courier Contact Details
KB: ASDA toyou
KB: ASDA toyou
KB: Drop2Shop
KB: Drop2Shop/Coll-8/Collecting - IE
KB: EVRi
KB: Useful Information: EVRi
KB: EVRi Portal
KB: FedEx
KB: Delivery Trial
KB: FedEx Portal
KB: Proof of Delivery
KB: Store Account Numbers
KB: InPost
KB: Stuart
KB: Stuart
KB: Yodel
KB: eRin - Yodel Portal
KB: DPD Cancelling a Consignment
General
KB: General: Crep Protect: Selling Online
KB: General: Damaged Property
KB: General: EX-Display IE
KB: General: Personal Injury
KB: General: Pricing Error
German Team
KB: German Team: German VAT Queries
KB: German Team: DPD Deliveries Germany
KB: German Team: Contact Details
KB: German Team: Warranty & Guarantee
KB: German Team: Spare or Missing Parts
KB: German Team: ODE - Incorrect Product
KB: German Team: Payment Options
KB: German Team: Phonetic Alphabet
KB: German Team: German Returns
KB: German Team Fraud Check
KB: German Team: HOI Faulty Product
KB: German Team: HWIFY
Giftcard Admin
KB: Giftcard Admin: Despatching a Giftcard
KB: Giftcard Admin: Giftcard Admin
HOI
KB: schuhbox login
Holidays
KB: Requesting a Holiday
KB: Availability
KB: Shift Cover/Swaps
How To
KB: Adyen Chargebacks
KB: Black Friday FAQ
KB: FedEx Manual Labels
KB: Finding a Returns Tracking Number
KB: Out Of Stocks
KB: PayPal Chargebacks
KB: Premiums
KB: Returns Alerts & RP
KB: Sale With No Stock (SWNS)
KB: Statuses
KB: WDYW Alerts
Investigation
KB: Investigation Checklist: Yodel
KB: Investigation Checklist: Evri
KB: Investigation Checklist: FedEx
KB: Investigation Checklist: DPD
Loyalty
KB: The schuh club
KB: Loyalty: Adding Points/Requesting a Link
ODE
KB: ODE: Component Requests
KB: ODE: Contacting Stock Control
KB: Despatch Error Email Addresses
KB: ODE Checklist
Payments & Refunds
KB: CX Reconciliation
KB: Fashion/Kids Choice Giftcards
KB: Apple Pay Device ID
KB: Love2Shop
KB: One4All
KB: Payment & Refund Options
Payment Systems
KB: Adyen
KB: Klarna
KB: Clearpay
Phonetic Alphabet
KB: Phonetic Alphabet
Preference Center
KB: Preference Center
Promotions
KB: Blue Light Discount
KB: Defense Discount
KB: Mention Me
KB: Sell Your Soles
KB: Too Big For Your Boots
KB: TBFYB vs Sell Your Soles
Regional Map
KB: Store, Reginal & Divisional Email Addresses
KB: Regional Map
KB: Alphabetial Store List
Returns
KB: ASDA toyou Returns
KB: Evri Portal
KB: InPost Returns
KB: Returns Options
KB: Coll-8 Returns
KB: Jiffy Fraud
KB: Yodel Returns
KB: EVRi Returns
KB: Returns Portal
KB: HOI Process
KB: Refused at Store
KB: Returns No Info Sheet
SOS
KB: Old Orders Awaiting Collection
KB: Removing a Store from COP
KB: Order Despatched In Error
KB: COINR: Customer Order Item Not Received
Systems
KB: COA3 Address Changes
KB: Live Help Categories
KB: Message Manager Categories
KB: Mini Transaction Analyser
KB: Remote Desktop
KB: Till Transaction Viewer
VAT Queries
KB: VAT Invoice
Single Shoe Request
Recruitment
CX New Start Checklist
Customer Experience
Mail Order Call Library
New Balance Mail Order
Mail Order for New Balance.wav
Nike Mail Order
Nike Mail Order.wav
UGG Mail Order
UGG Mail Order.wav
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