1july 2012 monthly theme july 2012 – monthly theme – customer care note to lcm: this deck has...

1July 2012 Monthly Theme

July 2012 – Monthly Theme – Customer Care

• Note to LCM: This deck has four segments intended to be shared with your delivery teams over a four week period.

• Week One reviews the Predict Model Vital Behaviors related to Customer Care

• Week Two discusses VRU Changes

• Week Three discusses Pre-Call / 30 Minute Call Ahead

• Week Four discusses Shiftstarter – Entering the Customer’s Home

• Review all slides before presenting.

• Review supporting materials/documentation prior to your presentation.


July Monthly Theme – Customer Care

• The purpose of the Monthly Theme is to assist our Delivery teams in gaining a better understanding of the products that they deliver. This also supports the expectations of our customers who want the delivery teams to be subject matter experts on the products they deliver.

• Suggested Vital Behaviors from the Predict model and a Shiftstarter module have been included.

• Recommendations for a Monthly Theme Presentation:

• LCMs should meet with MDO Mgrs in advance to review/discuss

• Provide products as visual aids

• Print out copies of the slide deck and supporting materials (such as product information) and post in the stand up area for teams to review after your presentation.

• Use this time to promote improving the customer experience.

July Monthly Theme Customer Care & Vital Behaviors

Week One

July 2012

The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery


Predict Vital Behaviors Overview

Every delivery provides us with opportunities to provide our Customers with Legendary Customer Experiences in Home Delivery. On the following slides, we will review the following Predict Vital Behaviors for delivery: •Preparation•Rapport•Explanation•Demonstration•Information•Concerns Addressed


• Identify Preferred Delivery Time Windows for customers in order to make these a priority throughout the day.

• Pre-Call every Customer on your Route in before/during Load-out• Determine if any deliveries are likely to require additional accessories

and ensure the accessories are loaded on the truck before departure (e.g., Unsold Hook-up during Delivery Event).

• Identify and resolve any issues with the Sears team during the load-out process.

• Discover deliveries marked “pre-inspect” or damaged boxes so they can be inspected during load-out.

• Note any cases of multiple delivery attempts or RORs that may signal a frustrated customer.

• Review the products for the day and begin planning what you will tell customers about their new products.


• Contact customers before arrival when running behind schedule and work with the customer to resolve issues.

• Stand a few feet away when the customer opens the door and smile while greeting the customer.

• Look for any potentially negative reactions of customers to your appearance and ask colleagues for feedback to ensure you present a professional appearance to customers.

• Discuss multiple delivery attempts with the customer right away to understand the customer’s expectations for the delivery.

• Greet the customer by his or her name and tell the customer you are from Sears Home Delivery.

• Engage the customer in friendly conversation, but taking care to avoid discussing anything that a customer could perceive as uncomfortable or inappropriate.

• Avoid any conversations with other members of the delivery team that might make a customer uncomfortable (e.g., speaking to the team in another language in front of the customer that he or she can not understand).


• Measure the opening to the basement and explain to the customer why you will need to remove the door.

• Describe any potential for causing damage as well as any existing damage in the home to the customer.

• Show the customer the new packaged Accessory Kit and explain how it helps protect the customer.

• Provide the customer with an estimate of how long the delivery will take and explain the reasons why.


• Offer to clean the area or allow customer to clean the area occupied by the old appliance.

• Offer to remove refrigerator contents if not already removed before taking away the old product.

• Ask a customer to look at the product and confirm that it has been leveled to her satisfaction.

• Ask the customer to read the temperature reading on your heat sensor.

• Tell the customer what you are doing as you test the features of a new product.

• Ask the customer to try using certain features of the product herself to ensure they are functioning properly.


• Review Owner’s Manual with customer

• Explain that a new sound, noise, or smell is normal for the new appliance

• Instruct customer on best way to clean their new appliance, such as a new stainless steel surface

• Use of special products, such as HE detergents

• Explain water saving features of new washing machine or dishwasher


• Apologize for any additional service recovery stops / RORs.• Politely explain the reasons why you can not perform any services and

alternative options for the customer.• Face the customer when speaking and watch and listen for signs the

customer is concerned or upset.• Ask a customer if there is anything else you can do to ensure she is

satisfied with her delivery.• Explain to a customer steps she can take if you are not able to fully

address her concerns.• At all times, avoid any actions that might appear to be soliciting a tip

from a customer.• Identify any damage that may have occurred during the delivery and

explain the steps you will take to fix the damage or resolve the issue to the customer.


Resources

• Predict Model Video

• Predict Model Poster


In the coming weeks we will review the Predict Model and Customer Care.

Week of July 2nd

– Predict Model

Week of July 9th – Customer Care – Driver VRU

Week of July 16th – Customer Care – Pre-Call /30 Minute Call Ahead

Week of July 23rd

– Shiftstarter – Entering the Customer’s Home

Overview of July Monthly Theme

July Monthly Theme Customer Care – Driver VRU Changes

Week Two

July 2012


Customer Care & VRU

• Driver VRU Changes

• Drivers call in with ALL details, explain why it’s an exception

• ALL measurements are needed for walk the path, not just for one or two doors• If wrong size was purchased, customer may return to store to buy a

different model.

• Measurements provided to CCN would then be available to Sales Associates who can then “sell” the right size to the customer.

• When asking a customer for “5s”, be careful on how you ask your customer. They should not feel pressured.


Recent Driver VRU Changes – Effective 5-2-12

• New 3rd Party business has made it necessary to separate the way we handle SEARS and 3rd Party driver needs.

• Effective May 2, 2012, a change was made to the information prompts in the Driver VRU.

• The Stop Number is now the information that routes the call to the correct CCN team.

• Previous Process - Delivery team was asked for the stop number when option 1 update stops is selected.

• Effective on May 2 - the delivery team is now asked for the stop number when option 3 or 4 is selected.• Entering the stop will identify the customer order type.• The customer order type will enable the system to route the call to

the correct CCN Team who can assist the delivery team and our customer to a timely resolution.



• As always, the delivery team should not ignore the VRU prompts and wait for the call to be transferred or press zero. This action can send the call to the wrong CCN team, which will delay any help required.

• An example of the specific change to the call flow can be seen on the next slide.



VRU Message (no changes)• Sears Home Delivery! Para Espanol,

oprima dos

• Route id and # key successfully enter

• To update completed stops, press 1

• To check voicemail, press 2 (when a voicemail is pending)

• For damaged merchandise, press 3; for all other questions, press 4

• Ok, let me get some one to help you.

Actions (change)• First, please enter your route ID,

followed by the # key.

• Thanks - (no change)

• Please enter your stop number, followed by the pound key (#) (no change)

• You have XX voicemails (no change)

• Please enter your stop number, followed by the pound key (#) (NEW)

• The call will be directed to the specific call center team for the delivery order type (NEW).

Specific change in the call flow:

July Monthly Theme Customer Care – Pre-Call & Call Ahead

Week Three

July 2012


Customer Care – Pre-Call & Call Ahead

• Pre-Call

• 30 Minute Call Ahead


Pre-Call / 30 Minute Call Ahead Delivery Notification Process

INTRODUCTION:

• The “Pre-Call” / “30 Minute Call Ahead” process is intended to reduce incomplete deliveries.

• When performed, the process will enhance the Sears Customer experience by ensuring the Customer requirements / expectations are met and the Delivery Team is prepared and capable of performing as needed.


Pre-Call

PROCESS STEPS:• Calls to Sear Customers may begin at 6:30 AM unless local

ordinance prevents.• “Call Ahead” can be made enroute as indicated in Special

Instructions or as needed based on product, delivery delays or other issues. See Appendix “A”.

• Obtain the current delivery Manifests (see Exhibit) generated by EHDS (Enhanced Home Delivery System).

• Starting with the first Sears order on the delivery manifest, dial the phone number of the first Sears Customer.• Delivery Customers that are not Sears Customers will have “NEW”

noted after the Store number on the delivery manifest (future enhancement). These non Sears Customers do not require a Pre-Call.

• If unable to reach the Sears Customer during “Pre-Call”, then a “30 Minute Call Ahead” while enroute can be performed. (See Appendix “A”: “30 Minute Call Ahead”)

• “


Pre-Call• Greet the Customer, thank them for their purchase and introduce yourself as a

member of the Sears Delivery Team. Advise the Customer as follows:

“Good morning Mr. / Mrs. Customer!My name is (your name) and I want to thank you for choosing Sears Home Delivery. The address that I will be delivering to is (provide Customer address, City, Zip & Cross Streets) I see you will be receiving… (provide the quantity and merchandise description for all items being delivered).I show your delivery time window is between…(provide the time window). Do you have any questions or concerns?

• NOTE: Be sure to remind the Sears Customer what services will be performed at the time of delivery based on the “Set-Up”, “Assembly” or “Leave in Carton” options the Sears Customer selected and are listed on the Manifest.

• For Example, if the item is a refrigerator, let the Sears Customer know that you will notify them 30 minutes prior to delivery so that their in-home refrigerator can be emptied.


Pre-Call

• Answer the Sears Customer’s questions and resolve any concerns the Sears Customer may have.

• If assistance is needed, work with the Market Manager and/or Local Carrier Manager

• If further assistance is needed due to merchandise or service issues, contact CCN


Pre-CallIF… THEN…

Customer contacted; no issues…

•Note “Y” in the “Pre-Call Exceptions / Contact Log” Contact column.

•Proceed to the Customer’s home as scheduled.

Customer is not home and has voicemail…

•Leave a voicemail message covering the delivery details above.

•Note “N” in the Contact column & “VM” on the “Pre-Call Exceptions / Contact Log”.

•Proceed to the Customer’s home as scheduled.

•Perform a “30 Minute Call Ahead” (see Appendix “A”) when 30 minutes from the Customer’s premises.

Customer is not home and does not have voicemail…

• Note “N” in the Contact column on the “Pre-Call Exceptions / Contact Log

• ”Proceed to the Customer’s home as scheduled.

• Perform a “30 Minute Call Ahead” (see Appendix “A”) when 30 minutes from the Customer’s premises.

The item(s) is incorrect…

Apologize and advise as follows:

“I apologize; our file indicates we may have the incorrect items or may not have all of the items ordered.”

“I will notify our Customer Service team and ask that they call you to resolve.”

•Document the exception on the “Pre-Call Exceptions / Contact Log” (See Exhibit) and resolve locally, if possible

•Forward notes and the “Pre-Call Exceptions / Contact Log” to the MDO DOS Clerk for DOS order and Customer updates where applicable


Pre-Call

IF… THEN…

If the manifest indicates “Leave in Carton” and our Customer expects the item to be “Set up & Put in Place”…

If the item can be set up in the home: Assure our Customer that you will update the order record and the item will be set up.Document the exception on the “Pre-Call Exceptions / Contact Log”Forward notes and the “Pre-Call Exceptions / Contact Log” to the MDO DOS Clerk for DOS order and Customer updates where applicable

If the item requires MDO set up

prior to delivery…

Apologize and advise as follows:“I apologize, but this item has to be assembled prior to delivery.I will ask our Customer Service department to contact you with an update on the “Set-Up” of your item and rescheduling of your delivery as needed.”Document the exception on the “Pre-Call Exceptions / Contact Log”Forward notes and the “Pre-Call Exceptions / Contact Log” to the MDO DOS Clerk for DOS order and Customer updates where applicable


Pre-Call

IF… THEN…

Delivery address is incorrect…

Complete address including City & Zip Code

Apologize and advise as follows:If the delivery can be completed within the same time window, reassure the Sears Customer that the delivery will still take place and that you will ask Customer Service to update the file.If the delivery can not be made within the delivery time window, explain to the Sears Customer that the order was scheduled with the incorrect address.Advise the Sears Customer that you will contact the Customer Service department. Indicate that Customer Service will contact the Customer with a resolution as soon as possible. If the delivery is out of area and can not be completed on the assigned route. Apologize and advise the Customer that our order file has a different address that is not within the current delivery area. Tell the Customer you will contact Customer Service and advise Customer Service to contact the Customer with a solution as soon as possible. Document the exception on the “Pre-Call Exceptions / Contact Log”Forward notes and the “Pre-Call Exceptions / Contact Log” to the MDO DOS Clerk for DOS order and Customer updates where applicable


Pre-Call

IF… THEN…

Incorrect Delivery time window…

Offer the “Call Ahead” option.

If the Call Ahead” option is not acceptable and the Sears Customer insists on a time window change, apologize that the delivery window is unacceptable.

Tell the Sears Customer you will contact Customer Service and advise Customer Service to contact the Customer with a solution as soon as possible.

•Document the exception on the “Pre-Call Exceptions / Contact Log”

•Forward notes and the “Pre-Call Exceptions / Contact Log” to the MDO DOS Clerk for DOS order and Customer updates where applicable

Cross Streets are incorrect or missing…

Ask the Customer for the two main streets closest to the Customer’s home.

• Document the exception on the “Pre-Call Exceptions / Contact Log”

• Forward notes and the “Pre-Call Exceptions / Contact Log” to the MDO DOS Clerk for DOS order and Customer updates where applicable

The Sears Customers are the 4th stop or beyond…

Advise the Sears Customer that they will be called 30 minutes before actual arrival.


30 Minute Call Ahead Process

• The “30 Minute Call Ahead” process is intended to keep the Sears Customer informed, reduce Sears Customer concerns / calls during the delivery day and further improve completions.

• Effective June 2012, the Carrier Agreement is being updated requiring Delivery Teams to call each Sears Customer 30 minutes prior to arriving at the Sears Customer’s premises, unless otherwise specified.

• NOTE: The first 3 Sears Customers will not require a “30 Minute Call Ahead” if those Sears Customers were contacted and advised during the “Pre-Call” process.



• Sears Customers (4th stop and beyond) that were reached during the “Pre-Call” process will just need to be advised by the Delivery Team that they (the Delivery Team) are 30 minutes from the Customer’s premises.

• If any Sears Customer was not contacted or left a voicemail during the “Pre-Call” process, then the Delivery Team will need to advise the Customer that they will be arriving within 30 minutes with the purchased merchandise listed on the delivery manifest.• Advise the Customer as follows:

“Hello, Mr. / Mrs. Customer!

My name is (your name) and I expect to be arriving at your address (provide Customer address, City, Zip & Cross Streets) within 30 minutes to deliver … (provide the quantity and merchandise description for all items being delivered)

Do you have any questions or concerns?



IF… THEN THE DELIVERY TEAM WILL…

The Customer can’t be contacted with a 30 minute call ahead…

Proceed to the Customer’s home as scheduled

The Customer has an issue once contacted during the 30 minute “Call Ahead”…

Work with Carrier and/or CCN to resolve

The Delivery Team falls behind during the day and the time window cannot be met…

Carrier will ensure Customers are notified that the Delivery Team is running late and give them the new estimated arrival time.

Delivery Team cannot complete all of the stops on the route and the Sears Customers require a new delivery date

• LCM advises MDO and CCN

• MDO owns DOS inputs: F10 Note updates and working “TBR” DOS PCK Excepts

• 3PLs and Non DOS MDOs will coordinate with their DOS MDO to make updates

July Monthly Theme Shiftstarter – Entering the Customer’s Home

Week Four

July 2012


Shiftstarter – Entering the Customer’s Home

Entering the Customer’s Home:

Greet each customer in a manner that makes the customer comfortable inviting us into their home.

Discuss the importance of the greeting and practice demonstrating genuine greetings for each customer.



Wait with a smile and demonstrate positive body language

Greet in a genuine and personalized manner.

Enter the customer’s home and explain what you’re going to do.



Related PREDICT Vital Behaviors include:

• Rapport

• Explanation

• Video clips for the above Vital Behaviors from the PREDICT Model video can be used to reinforce discussions of the “Entering the Customer’s Home” Shiftstarter.

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