Brand Building Building Loyalty Interaction Manager Experience Engineer

6. Was there an opportunity to Build Her shopping bag?

13. Did the agent focus on what they CAN do, by not dwelling on negative aspects but instead reinforcing what IS possible and offering choices?

1. Did the agent acknowledge the customer's reason for contact and assure the customer they can help?

17. Did the agent provide a personalized, professional experience?

7. Did the agent make a connected recommendation based on the customer's current or previous order, such as a new product launch?

14. Did the agent confirm and enter all information accurately as provided by the customer?

2. Did the agent ask appropriate questions and inform customer what they were doing as they progressed through the interaction?

18. Did the agent clearly explain the actions that have been taken with the order/account and what actions are being completed based on the current contact?

8. Did the agent make a connected recommendation for each opportunity throughout the interaction?

15. Did the agent proactively provide relevant order information and share accurate timeframes?

3. Did the agent utilize the correct process/procedure on this call? (Accurately completes the correct process/procedure—credit reason, claims, override?)

19. Did the agent apologize, when necessary, show empathy and/or recognizes customer emotion?

9. Did the agent make a “Best At” Recommendation?

16. Did the agent leave clear, accurate notes whenever information was provided, promises were made, and/or action was taken?

5. Did the agent accurately verify the customer's information and complete required scripting during verification?

20. Did the agent let the customer know that we have "heard" them, that we genuinely care, and did the agent remain engaged throughout entire interaction?

10. Did the agent compliment the customer's selections, reassure about the fragrance choices and/or give general positive reinforcement about the items?

21. Did the agent fully resolve the immediate situation by providing the customer with all details of the order/account in order to prevent the need for an additional contact?

11. Did the agent demonstrate product knowledge by showing an understanding of the products and/or by showing awareness of new launches?

11a. Did the agent present the client required marketing offers on this call?

12. Did the agent make an effort to save the order?

Connected recommendation Tips & Tricks!

• Introduce the Product – Use linking phrase to transition into the recommendation! Choose a specific product from a Best At collection(Signature body care or Signature Home fragrance), a new product/fragrance launch, or personal testimony from a product you have tried. “Since you love…., I know you’ll love….too!”

• Demonstrate Product Knowledge & Be Confident! Share features and benefits.

• Hydration/Exfoliation

• Burn Time

• Special ingredients like essential oils

• Review product details for special benefits or unique features! “My favorite is the Body Cream because it gives 24 hours of hydration!”

• Ask for the sale! Ask to add to her current purchase of ask to place a new order! Remember “No” is not personal. Recommend a different kind of product or a different kind of scent to help her find something she’ll love but hasn’t tried!

Brand Builder BONUS Question 8 –Did the agent make a connected recommendation for EACH opportunity throughout the interaction?

5 Bonus points!

• After the initial connected recommendation when the opportunity presents itself make additional connected recommendation!

• If there are no other opportunities (more than likely there will always be) this will not negatively impact your overall Brand Builder score.

• “Since you love Into the Night, you will love A Thousand Wishes, it is a festive blend of pink prosecco, sparkling quince, crystal peonies, gilded amber & amaretto crème! This fragrance mist nourishes skin for the lightest, most refreshing way to fragrance. How many can I add to your bag?”

Bath and Body Works does not want to lose a sale over a shipping charge or a 20% discount!

• This does not mean to proactively offer free shipping or 20% discounts on every call!

• When the customer is unwilling to place an order without a discount or is requesting a discount to place an order you can use the internal discount options to save the sale!

• Use ZCR and ZCO options before offering ACRE.

• Offer 20% and shipping ACRE if customer would like to keep an order which she is requesting to cancel.

Compliment her selections

How to score on this question?:

• Address the current or previous selection of the customer’s shopping experience and turn it into a compliment

• Example: “ I see that you ordered the ___________. That is an awesome fragrance, I especially enjoy the _________(fragrance notes) of that fragrance and have had multiple compliments when I wear it. If I may ask, what was it about the fragrance that you enjoyed? “

• Use the website to your advantage or the feedback that is under the fragrance for scents that your business may not be familiar with.

• Turn the compliment into building her bag for alternate fragrances that the customer may also enjoy!

Body Lotion

• Infused with fluffy shea and cocoa butters

• Skin soothing aloe and essential oils

• Dermatologist tested

• 24 hours of moisture

Highlight the differences between similar products! This allows the customer to make a more informed decision on which product works best for her!

Ultra Shea Body Cream

• Infused with shea butter and coconut Oil

• Vitamin E and essential oils

• Absorbs quickly into skin, so it feels noticeably softer after use

• 24 hours of nourishing moisture

BBW is "best at" body care! Recommend a Shower gel, Body cream, Fine fragrance mist, or Body lotion to bank an additional 2 bonus points!

Use the top offers section of BBW.com to present the caller with the Marketing offers of the day!

• “Since you are buying 2 body care products you get 1 free, but were you aware if you buy 3 you will get 2 free?”

• “I know you are going to love the 4-gentle foaming hand soaps you have picked out! Did you know there is an even better sale if you buy 6 soaps you would get them for just $27!”

• Present any new Product launches!

Build her shopping bag?• This question is used by the call auditors to determine if there was an

opportunity to build her shopping bag. If marked yes, the remaining Brand Builder questions will apply to the call and be scored.

• Did you make a recommendation and ask for the sale ?

• Was she placing an order and was there a recommendation made to compliment what she is purchasing ?

Adjustments to verbiage

Words to avoid using

• Can’t

• Won’t

• Unfortunately

Words to use instead

• Can

• Unable

• Happy to

Your use of the preferred verbiage will directly affect the caller’s emotional state and create a more positive customer experience! Dwelling on what you can’t do sets a negative tone and does not provide resolution for the customer. Focusing on what you CAN do by offering the customer choices allows the customer to choose which resolution that fits best for them.

How to score on this question?

Enter the information the customer provides you accurately!

01Actively Listen to the caller! Active listening refers to a pattern of listening that keeps you engaged with your conversation partner in a positive way. It is the process of listening attentively while someone else speaks, paraphrasing what was said, and withholding judgment and advice.

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How to score on this question?

Give accurate time frame information!

Provide relevant order information about items, and charges!

If you are unsure take time to verify!

Which products did you ZCR or ZCO?

Use the blue shipping info truck on GGD homepage

Use the #shipping-timeframes channel in Slack!

When will customer receive confirmation email for your ACRE, ZCR, ZCO request?

When can the customer expect to receive the package?

Gingham search “time frame quick sheet” or ask in Slack for the PDF version!

How much is the total acre you have requested? Guessing on time frames will cause mistakes!

Take the extra time to verify the information you are providing is accurate and relevant!

How to score on this question?

• Make a note ANYTIME promises are made, or action is taken!

• If you waive shipping, apply 20% discount, or adjust merchandise on any new order you should note this in Epiphany and in OOBO customer service notes box during checkout.

• Be sure to leave clear notes, no abbreviations, no life story, no customer emotional state information.

• Short shipped, line 10 quantity 3, out of stock ZCO submitted #123456, standard shipping

Example Note:

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How to score on this question?

AGENT SHOULD STATE BACK/PARAPHRASE THE REASON CUSTOMER CALLED

01AGENT SHOULD PROVIDE AN ASSURANCE STATEMENT LETTING THE CALLER KNOW THEY CAN HELP

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• “I am sorry you didn’t get the package that shows delivered today. I am happy to assist you with that.”

• “I sincerely apologize you received damaged candles. I would be happy to get replacements sent out at no cost to you.”

What is Guiding the Interaction?

• Informing her what you are doing every step of

the way

• Keeping to the point when answering questions and

not giving lengthy explanations.

• Leveraging the BBW website and resources to help

you with resolution

• Shop along online to assist with answering

questions to help you identify what the customer is

buying

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How to score on

this question?

• Use correct claim time frame for claiming packages.

• Take the time to verify the ACRE, ZCR, ZCO you have requested is accurate prior to submitting the request.

• Stop recording while taking customer’s payment information. Then start recording after collecting payment information.

• Note ALL actions taken and any promises made to customer.

• Utilize the correct appeasement option order.

1. ZCR

2. ZCO

3. ACRE

4. EGC

How to score on this question?

• Agent should ASK for the customer’s information. Please do not give the customer this information!

• Agent must ask for the SHIPPING address!

• Agent should state correct & complete verbiage for verification and read legal scripting for CASL and verify that required scripting is stated correctly and clearly.

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How to Score on This Question?

PersonalizedDesigned to the customer’s needs

Concerned with emotions that the customer is providing instead of just providing a resolution

Making the customer feel like they are the only one that matters at that time

Paraphrase back to the caller what she has said to you. This lets her know you are actively listening

ProfessionalDemeanor of respectable individual

Providing educated response and interaction

Speaking with the skill and knowledge of what you are talking about

Showing the customer that you are competent and qualified to assist their needs

Efficiently taking care of the customer’s needs in a timely manner (no long pauses)

How to Score on this

Question?

• Interacting with the customer and stating what is being done as it is being done

• Being clear about what is being done and providing accurate time frames to what is being done

• Giving concise and specific Client mandated information as provided by the client

• (This means Checking GGD Newsfeed and the Blue truck for any updated information from the client)

• “ I sincerely apologize that your items arrived damaged….”

• “ I understand how frustrating it can be….”

• “ I apologize for the inconvenience and take full responsibility for the error that has occurred, let’s go over the options that we have for you today to make this experience right. ”

How to get the points?

Caring

Points

• I want to certainly apologize for this experience …..

• I would honestly like to rectify this situation as soon as possible…..

• I would like to resolve this situation without a doubt and in every way possible …….

• I positively am concerned with the way that you were treated and promise that I will be doing everything in my power to rectify the situation, as we value you as a customer and as a person ……

• I will be happy to rectify this issue in a timely manner …..

One Call Resolution

• Meaning all questions that were asked and not asked, were answered!

• Meeting all the customer's needs that were presented!

• Resolving all issues, and any underlying issues!

• Utilize the correct appeasement options and provide accurate time frames!