Notes

EVALUATING THE CALL:

QUALITY ASSURANCE
-review recorded calls
-standard list of what they are looking for ( calls,email,chat)
-each item is defined ( calibrated
-enhanced rider( estimation of liv's reaction


KEYS TERMS:

GHOST CALL:
-no customer on the phone
-pocket dials: hang ups, etc

HOLDING TIME
-ask permission
-provide reason
-max: 2.5 minutes
-thank her for patience
-here is what you found

DEAD AIR:
-ask liv questions( ask her about loyalty)
- +20 SECONDS when there is no conversation


Wrap Time: from her hang up of call to your “ready” status. Part of AHT.

AHT: Average Handle Time. From “ding!” to “ready”. Includes hold time and wrap time.

CSAT QUEStions
- did we answer your question to your complete satisfaction
-care agent was knowledgeable
-care agent was enthusiastic and engaged
-care agent really listened to me
-comment section( tell us a little more about why you choose the rating you did.

also: ask if she would like us to call her back to discuss this.
( score a 1 if yes , a 0 if no.)

who enter the QA and CSAT surveys?
QA- TP QA ANALYST
CSAT-LIV

what is the highest possible CSAT score? NET PROMOTED SCORE (NPS)
csat:31 points
NPS: 10 points

NET PROMOTER SCORE
-allow-

detractor-( 0-6)
neutral- (7-8)
promoter- ( 9-10)

NPS= promoter- detractors
what is the ultimate question?
" how likely are you to recommend maurices to a friend or colleague

why is this question so important?
SCALE ALLOWS across -industry comparisons and across time comparisons
- Measures why we are here : to help her so well she wants to tell others

WHY are passives so important?
IT easier to convert a passive to a promoter than a detractor. Also, it is unfortunately very easy to turn them into a detractor ( no loyalty)

LOYALTY- LIV WANTS THIS
-we appreciated livs loyalty ! onw way we show her this is through our rewards programs
-with the mymaurices rewards program , she can earn points while shopping in store online.



she can view her points balance via an app on her phone
-you have a role in sharing the benefits of the programs with LIV during her contact with you.
and hey,,, its's free

THE rewards program increases traffic and sales ND PROVIDES A PPLATFORM TO SPEAK TO liv MORE OFTEN, thus keeping her favorite store in the porefront of her mind.
YOU can Lead with loyalty by educating liv!
-57% of rewards members don't even know their points balance
-38% are unaware of their point's balance

POINTS BALANCE/REWARDS ISSUANCE

points are posted 7 days after original purchase
-1$ = 1 point 100 points = 5$ reward coupon
-each reward is valid for one time use, either store or online
-liv can redeem 6 rewards coupon per transaction
-reward coupon are valid for 90 days


HOW TO REDEEM
-certificates valid on a regular price , POS sale , and clearance merchandise
-rewards certificate can be combined with all other coupons an promotional offers, unless

WHAT is a mymaurices VIP?
- a customer with both a reward accounts AND a mymaurices VIP credit card
- VIP earn points faster with double point weekend & extra offers



-EARENING rewards faster with double point [opportunities ia a great way to sell the credit card to mymaurices rewards members
-customers are not automatically enrolled in mymaurices upon credit card approval, so they need sign up for loyalty

BENEFITS OF SIGNING OF MY MAURICES
-10% off every purchase in store & online when she used her mymaurices VIP card
-FREE SHIPPing 365 days a year
-100 points sign up bonus when she enrolls in mymaurices rewards
-double points events /weekends online and in a store
-10$ birthday rewards

PARTICIPATION & USAGE REQUIREMENTS
customer must provide
-legal name-( not shortened or nicknames
-addresses( optional but preferred)
-email addresses
-phone number
-customer must also agree to receive points status, programs updates , and reward certificates via email

why is email capture so important?
-Liv's email address is the only way we reach her to offer rewards and other members benefits
-we have 5.3 million active customers today
+ 1.9 million don't have a valid email on file
+ she was points and rewards that we cant deliver

verify accuracy of her information:
- LIV's full name
-email( 1.prio) rewards and points always in her inbox
-mobile (2. prio) liv stay connected and can access instant rewards

HOW DOES LIV SIGN UP FOR MY MAYU
-online at matrices
-text option and mobile app

ONLINE ENROLLMENT
-go to maurioces.com
-click on sign in

INDEPEMNENT TEXT OPTION
( text STYLE to 82344)

WHY SIGN UP ? BENEFITS LIV?
- instant sign up offer - liv received 15% off her next regulars opens purchases if she sign up
- liv can opt out anytime by replying stop
-live will receives coupons and bonus offers via text

If Liv is not a mymaurices Rewards member does not wish to be one , she can still sign to receive texts containing marketing coupons and promotions. Liv can also do this by selecting text only and entering her phone number .

2 THINGS LIST UNDER THE TYRACKING COLUMN
- 0rder shipped in multiple packages
- Liv redeemed rewards on the order. You can see this to help assist LIV if she dies not believe that she has redeemed her rewards

Monitoring for maurices

1. Opening/Greeting
- Opening Spiel
5 sec should answer the phone but if not, it will be deduct.
Associate offered a positive statement of assistance ()

Loyalty Tool: KOBIE
What can you do in Kobie?

• Manually enroll Liv into mymaurices.
• Check her points total.
• Add or remove points.
• Check on her Reward certificates.
• Edit her name, phone #, and Email.
• Have an alternative look-up for Liv outside OMS.

•Activity Tab / Rewards: Lists promo code for Rewards. Click “end call” when done with it.
•Activity Tab / Transaction History: lists purchases, returns, when Rewards issued.
•Activity Tab / Profile Activity: which Agent has made changes in her account.
•Summary Tab: Rewards summary, points balance, # points needed to next coupon. Can edit her info (Email, opt in, DOB, etc.)

enroll liv
1 st first name
2. last name

base: how many points have been earned through purchases
Bonus: b o from promotional; offers
goodwill: point provided by appeasements
total points: combo of all if the above
points to next certificate how many points are still needed

rewards summary
available: all rewards currently available to liv
redeemed:rewards redeemed by LIV
Expired: all rewards that have expired - system does not denote the difference between redeemed/not redeemed.
Lifetime cert: all rewards LIV has earned since the enrollment of the program



EDIT : SUMMARY

first name
address
postal code
last name
city
country
email
state
home province
account status info
(SAVE INFO)

(OPTIONS)
ACTIVE
INACTIVE
OPT OUT
RETIRED


(ACTIONS TAB)
where you can adjust points for LIV
- TIER 1 CAN ADD 200 POINTS
- TIER2 CAN ADD 500 PINTS
- Sup's can add 800 points
-loyalty sup can add 800+ points

(REASON'S)
ASSOCIATE ERROR
CUSTOMER APPEASEMENT
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