"Thank you for calling Shoe Carnival/Shoe Station my name is _________________; how can I help you today?"

**Actively listen to the customer explaining their concern/request and make notes.***

Just a reminder - click ACW on Avaya as soon as the call comes in to make sure the system gives you enough time to finish the call at the end after you helped your customer to complete case notes or escalate.

Empathy Statement & Positive Affirmation Statements - Specifically mentioned the customer's situation and that you understand it can be inconvenient/unexpected, etc. and that we would be happy/glad/can assist in looking into resolving their concern

"May I have the email address associated with your order?" - If email address is not found, please ask if the customer has an alternate email address they may have used. Do not ask for the order number

Gather Customer info (Name, Callback Number, etc.) Gathering the callback number is critical at this point to ensure we have it as early as possible in case of disconnect

Remember, Empathy Statements are powerful as they acknowledge the customer's feelings and issue. Customers want to feel heard, and want their frustrations or concerns validated. Below are some examples of Empathy Statements: Remember you need to include an emotion along with the issue of why the customer is calling

1. Haven't received the order?

I'm sorry to hear that you haven't received your order. I know that can be frustrating.

2. Wrong Item Received:

I'm sorry to hear that you didnt receive your order accurately. i know that can be very disappointing.

3. Wrong address or item on the order:

I'm sorry to hear that the address was incorrect / the item was wrong size or color on the order, I know that's not ideal.

4. Returning or Exchanging:

I'm sorry to hear the item did not fit / work out, I know that can be disappointing.

5. I didn't receive online order refund:

I'm sorry to hear you havent recieved your refund yet, I know that can be frustrating.

6. Didnt receive return label:

I'm sorry to hear that you have not received the return label to your email, i know that can be inconvenient.

Once all the information is gathered, utilize all Shoe Carnival Programs to find more details. Check previous case history, review order details, etc.

Only hold the call if needed (remember to refresh every 2 minutes as needed). We should not be utilizing hold at the beginning of the call. We should be utilizing probing questions, verifying information, and gaining a rapport with the customer before we utilize hold. HOLD should only be used when we need to take a deeper dive into the customer's situation and find a resolution.

Ensure to ask permission " Can I place you on a brief hold while I look into this for you?"

Once you have gathered the information needed, ensure to thank the customer for holding. "Thank you for holding; here is what I can do...."

Once you have gathered and identified all information, proceed with addressing and resolving the issue.

Ensure if you need to escalate or if the customer needs to wait; provide clear expectations and timelines!

Once you have finished assisting the customer with their inquiry or issue. Confirm if there is anything else

"Is there anything else I can help you with today?"

"Thank you for calling Shoe Carnival/Shoe Station"

For every call, documentation must be completed in Salesforce Service Cloud

When creating a case, ensure the appropriate information is entered in the correct fields (Customer info, Order Number, Appeasement amount (if needed)

Ensure when entering notes, we do not use any abbreviations and ensure we clearly explain the customer's concern and what was done to resolve it. A brief summary is enough; we just need to ensure that if the customer calls back or the client reviews it, it is easily understood what has occurred.