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Customer Experience
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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
Lesson 7: Logging a Potential Complaint
Unit 19: Home
Potential Complaints (May Call)
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