Customer Service Manual
Contents
1. FURNITURE YOUR GREAT SOLUTION ranafurniture com Customer Service Manual Table of Contents Customer Service Guidelines Customer Service through the Phone Answering the telephone Communicating with an Unsatisfied Customer In Person Customer Service Front Office Reception Regulations Sales Orders Sales contract Deliveries Delivery confirmation Delivery Guidelines Dispatch Track Most Frequently Asked Questions Pick ups Processing Pick up Most Frequently Asked Questions Types of Cases How to open a Case Solving the Customer s Problems Miscellaneous Financing amp Paymen Locations amp Staff Webpage Online Orders Instruction Manual We believe everyone deserves a beautifully furnished home It is our mission to provide quality furniture at a price that anyone can afford and dedication to build lasting customer relationships Who are our customers Our customers are individuals and families that want to pay a fair price for the best quality service and products As a furniture company we welcome from the couple that just got married and moved into their new home and want to start off with a new bedroom set to the family that is looking to renovate their home with a modern living room set Our customers are our priority and so is the service we provide them Customer Service Guidelines In order to improve and maintain our organization s reputation for2. The bottom will include the following tabs a o g F o man ve 0000 neo Items All items purchased description availability of each price commitment to order and status of item back order fulfilled invoiced etc Page 7 of 28 Confidential Shipping Shipping address and contact information for delivery confirmation Sales Team Sales representative s Communication E mail communications with customer events files and user notes Related Records Related documents generated by an action on the order Item fulfillment invoice etc and support cases section to open follow up on cases System Information Author s of actions on sales order edits additions etc Please take some time to carefully read our Sales Contract and always have it at hand ASSEMI iD will be per om by Cory F IBLY AND DELIVERY be First Choice and fl de n A confirmation and should be received in the time frame given to the Customer If the Customer oars te comes a y hr Page 8 of 28 Confidential Deliveries Delivery confirmation Deliveries are confirmed on a daily basis Our responsibility is to confirm a specific date and address of delivery Before confirming a delivery you must look up the order in Netsuite by the sales order number customer number customer name customer phone number or by the Order Pending Date Verification page Check that all the items are available and information nec
3. Hay algo mas en que lo pudiera ayudar No hay problema yo le dar su mensaje a Maria lo m s pronto posible para asistirla con su pregunta Bueno Ms Lopez espero tenga un excelente d a y gracias de nuevo por llamar a Rana Furniture Communicating with an Unsatisfied Customer Sometimes it feels as if nothing is anybody s fault or is in anybody s department This is poor customer service Good customer service means accountability responsibility and taking action to satisfy the customer If your customer is unsatisfied for just or unjust reasons you will have to use some of the many techniques of the customer service professional to win their support and continued loyalty e Listen It is of primary importance when dealing with an unsatisfied or complaining customer to listen attentively to his her complaint gripe frustration or grievance Be patient attentive and friendly Page 4 of 28 Confidential e Express you are sorry We are sorry for this mistake problem Lo sentimos mucho por este error problema We are terribly sorry for this inconvenience Lo sentimos mucho por esta inconveniencia How can we work to solve this problem together Como pudiera asistirlo para resolver este problema I can imagine the inconvenience this has caused for you Me puedo imaginar la inconveniencia que esto le ha causado e Do not argue a
4. Saturdays Only Order must be placed 2 days in advance Same rules a Regular Delivery Time can range from 8 00 am until the end of day late at night Next Day Delivery After 5 00 pm Before Midnight Delivery Minimum delivery cost of 199 00 Additional fee of 20 applies Some zip codes are excluded Available until store closing time with prior approval Consult your sales representative Monday thru Saturdays only Will be between 5 00 pm and before midnight Date chosen must be the very next day Things to Consider Except Saturdays or Sundays were it can be offered Delivery may arrive as early as 5 01 pm at your home and for Monday as late as 11 59pm if that time frame is not convenient please choose our Regular Delivery It s your responsibility Time can range from noon until midnight to inform your Sales Representative if your area of residence has delivery time restrictions Regular amp After 5 00 pm Before Midnight Delivery Sale Day or Date Change Request Earliest Available Ship Day Monday Wednesday Tuesday Thursday Wednesday Friday Thursday Saturday Friday Monday Saturday Tuesday Sunday Wednesday Universal Rules for all Deliveries You can choose the day but not an specific time the time window its automatically assigned by your delivery address and the time frame of wait time will be 3 hours Delivery ship DATE and ADDRESSS are confirmed to 2 days in advanced If we can t confirm the date before the cut
5. 11 00 am hasta las 8 00 pm aproximadamente Thank customer Thanks again our authorized shipping company will give you another call to inform you a 3 hour timeframe for your delivery please have your phone close by as it is very important that you confirm the time Gracias nuestra compa a de entregas autorizada le llamar de nuevo para informarle un lapso de tiempo de 3 horas en el cual se efectuar su entrega por favor mantenga su tel fono cerca de usted ya que es muy importante que confirme su horario Calls for timeframe confirmation are done by Cory Deliveries the day before the delivery e Ifthe customer requests a specific time frame Unfortunately we cannot promise a specific time frame you could reschedule your delivery for a more convenient date Your time frame will be arranged by Cory based on you address in a specific route Desafortunadamente no podemos prometerle un horario especifico sin embargo usted puede aplazar su entrega para otro d a m s conveniente para usted su horario siempre ser acomodado por Cory tomando en cuenta su direcci n y las dem s entregas en la misma ruta AA e Ifcustomer s home has any time restrictions Condominiums buildings etc Since it is a condominium I am going to put a note with the time frame permitted in your area for consideration when scheduling your delivery I cannot promise that the time frame allowed will be av
6. confirmation and number as well as confirmation e mail 1 SHIPPING 2 PAYMENT 3 REVIEW amp PLACE THANK YOU FOR SHOPPING WITH US We received your order and will process it right away Your order number is 992 50134236 ve an email v CONTINUE SHOPPING Thani you for shopping at Rana Furniture Your order no 991 50134236 has been received Description Chrome Whie Dis Chrome Whee Dini Chrome Whie Dining Tae Base White Side Chair White PU Side Chair Subtotal Order shipping Information Milly Granade 7821 NW67 ST Miami FL 33166 United Stator Phone 3054714706 Order Biting information Milly Granade 7824 NW67 ST Miami FL33166 United Stater Ship va Regular Delnery W you would keto track the status of your order please go to http shopping netssite com apofsitefquery austomercenterredirect nlc ACCTE79S48n 1kext T to acces your accourt Log in using the email address and passwerd you provide during checkout thant you for your business Rana Furniture Page 28 of 28 Confidential ACKNOWLEDGEMENT OF RECEIPT OF CUSTOMER SERVICE MANUAL T have received the current company Customer Service Manual and I have read and understood the material covered I have had the opportunity to ask questions about the policies and procedures in this manual and I understand that any future questions that I may have about this manual or its contents will be answered by Rana Furniture s designated representative s upon r
7. however there are some exceptions to this matter Please consult with your Manager before iving answer Let me find out with my supervisor D jeme consultarlo con mi supervisor Can a family member or friend pick up the merchandise I purchased Anyone authorized can pick up the order as long as they bring the original sales order If the sales order is not available the person whose name the sales order is under must be present and would be able to pick up with a valid ID Cualquier persona autorizada puede recojer la mercancia con la orden de venta original Si la orden de ventas original no est disponible la persona cuyo nombre aparece en la orden tiene que estar presente y podr recoger su orden con una identificaci n v lida here Absolutely we can schedule the delivery date here and process the payment Claro sin ning n problema aqu pudi ramos aceptar el pago y fijar la fecha para su entrega My merchandise does not fit in my vehicle can I have it delivered and pay the fee gt IMPORTANT All first orders financed through Synchrony Financial Bank Wells Fargo Retail Bank TD Bank and rent to own through Own it 4 Less Crest Financial and Progressive Finance must be DELIVERED and under no means can be picked up All other orders second third etc financed by the same account may be picked up It is extremely important that the payme
8. Choose edit change shipping information then choose delivery method CHOOSE SHIPPING ADDRESS Milly Granado 7821 NW 67 ST lt A EDIT ADDRESS CHANGE ADDRESS Check shipping e ORDER SUMMARY Has wl Chrome White Spc Set Qy 599 00 CONTINUE 844 93 CHOOSE DELIVERY METHOD SHIP TO Milly Granado EDIT ADDRESS CHANGE ADDRESS DELIVERY OPTIONS Before Midnight 97 00 Mothers Day Free Shipping Next Day 199 00 a Regular Delivery 77 00 Confidential ORDER SUMMARY IRH chrome WhiteSpeset 5609 0 A 699 00 Subtotal 1 item 699 00 824 93 continue Page 25 of 28 Step 2 Enter your customer information or register _ FURNITURE YOUR GREAT SOLUTION Bedroom Living SIGN IN Returning customer Sign in below to checkout with an existing Email Addres Password req Dining ify FORGOT PASSWORD sian in Use your login informacion previously registered or sign it with your Facebook account gt Confidential E too Mattresses New customer First Name required Last Name required Company Email Address requires Re Enter Password required Accents Outlet f faster checkouts and other great Ifyou are NOT a returning customer please create anew account me up for Rana Furniture exclusive offers and CREATE ACCOUNT Page 24 of 28 Step 4 Choose payment method CHOOSE PA
9. ID The pick up process takes an approximately two hours to complete and you will need two people to properly handle larger items Chairs table bases coffee tables or any other items consider difficult to assemble will be assemble by us with NO EXCEPTIONS You must supply your own adequate protection and necessary transport materials inspection of your own merchandise its mandatory You will not be allowed to take any items without proper inspection first as merchandise that is picked up is not subject to any type of warranty Por favor presente la copia de su orden en la recepci n sila copia de la orden no est disponible la persona cuyo nombre aparece en la orden de venta tiene que estar presente y podr recoger su orden con una identificaci n v lida El proceso para retirar su orden tarda aproximadamente dos horas necesitara al menos 2 personas para cargar art culos grandes Sillas bases de mesa mesitas de centro o cualquier articulo considerado dificil para ensamblar ser a ensamblado por nosotros sin excepciones Debe traer su propios materiales para proteger y asegurar su mercanc a Inspecci n de su mercanc a es obligatorio y no podr llevarse ning n art culo sin inspeccionarlo antes ya que la mercanc a recogida no esta sujeta a ning n tipo de garant a Iniciales Confidential Page 16 of 28 Cases All customer cases are evaluated and given a response even if there is no solution
10. If additional information is given another reponse will be given within 48 business hours 2 7 days transportation damages a Explain to the customer that all merchandise damaged during transportation must be reported at the time of delivery and returned with the truck However we will provide a solution T am sorry to hear that transportation damages must be reported during delivery Nevertheless don t worry we will assist you Lo siento da os de transportacion deben ser reportados al momento de la entrega de todas maneras no se preocupe que nosotros le asistiremos b Open case on NetSuite and let customer know The case will be evaluated and a response will be available within 48 hours have opened a case for you in our system This is your case number Please call us in three 3 business days and we will have a response for you He abierto un caso para usted en nuestro Sistema Por favor ll menos en tres 3 d as h biles y le tendremos una respuesta Page 17 of 28 Confidential c Ask the customer if the damages reported can be seen in photos Can all the damages reported be seen through photos Se pueden apreciar los da os reportados a travez de fotos e Ifyes _ Rana Furniture relies on a third party company for product inspections This company charges a 55 fee to send a technitian to your home If you are able to send us a photo of the damage we could waive
11. YMENT METHOD PAY WITH GIFT CERTIFICATE PAY WITH CREDIT DEBIT CARD cont SD visa Credit Card Number Enter the payment information please remember that paypal is also Expiration Date required puattable 5 2015 v Security Number required Name on Card required ENTER BILLING ADDRESS Please double check Same as shipping address billing address for errors or changes lt Please know that the ADD NEW ADDRESS billing address and shipping addres MUST be the same Rana Furniture Milly Granado 821 NW 67 ST EDIT ADDRESS 3 06 USE THIS ADDRESS Confidential ORDER SUMMARY hy Chrome White 5pc Set A 699 00 Subtotal 1 item 699 00 582493 Page 26 of 28 Step 5 Review and place order REVIEW YOUR ORDER BILLING ADDRESS ORDER SUMMARY ies Subtotal 1 item 699 00 824 93 Please remember that by placing the PAYMENT TYPE Double check the order you are amp Conditions to our Terms billing ang shipping agreeing to the terms gt VISA Ending in 3812 lt a ce as and conditions of y Rana Furniture Also Milly Granado indoranier aon faite Ase PLACE ORDER Expires 11 2016 promo code if you have any SHIPPING ADDRESS Milly Granado 7821 NW 67 ST mi Florida 33 United States 4706 SHIPPING METHOD Regular Delivery Total Chrome White Spe Set 699 00 699 00 Page 27 of 28 Confidential Step 6 Receive order
12. ailable on this date but we will do our best and keep you informed Ya que su direcci n es en un condominio voy a colocar una nota bajo su orden en el sistema con el horario permitido para que se considere a la hora de colocarlo en ruta No puedo prometerle que el horario permitido estar disponible para este d a pero trataremos lo m s que podemos y lo mantendremos Ninf nformado J We are responsible for assisting our customers with any questions or concerns to be addressed to Cory Deliveries e Ifcustomer needs to change address of the delivery Addresses must be changed before a timeframe has been confirmed by Cory Deliveries There are two ways to change a delivery address In person Customer must submit a completed Shipping Request form to the sales representitative By email Customer must send an e mail from e mail address provided on the sales order to the person confirming delivery and or sales representative including all details of the new address Note We cannot add an E mail address at the time of confirmation for secutity reasons Tf the new address causes the delivery fee price to increase then the extra amount must be paid before a date can be confirmed Page 10 of 28 Confidential Please review Delivery Guidelines sheet for more information FURNITURE Delivery Guidelines a a Monday thru Friday only Additional fee of 15 00 applies
13. ar a su hogar dentro del lapso de tiempo informado ellos lo llamar n cuando est n en camino a su hogar Ellos tambi n le notificar n de cualquier inconveniente que se presente y pueda afectar su entrega Tambien puede rastrear su orden el mismo d a de la entrega en nuestra p gina web es bien simple solo visite www Rana Furniture com desde su computadora o tel fono inteligente haga click en Track Today s Delivery en el rinc n derecho de la p gina introduzca su informaci n y encontrar el rastreo actu l de su entrega MO The timeframe of my delivery is up and cannot longer wait what is going to happen We are very sorry to hear that and sincerely apologize for this inconvenience let me try to track the truck and find out what happened Can I place you on a bried hold while I find out Lo sentimos mucho y nos disculpamos de este inconveniente permitame ubicar el cami n y averiguar que paso Puedo colocarlo en una breve espera mientras que averiguo onsult With your supervisor before informing the customer of the issue and possible solution T had an emergency and will not be home at the timeframe confirmed what is going to happen We are very sorry to hear that Cory will arrive at your home and wait 15 minutes for you to arrive if you are unable to then we will need to reschedule the delivery and a re delivery fee will apply Sentimos mucho su inconveniente C
14. assembling Veo que viene a recoger un juego de comedor le gustar a su juego ensamblado o en caja No hay algun cargo extra por ensamblado Some items may come assembled if you are not sure please consult with your supervisore before offering the customer to give item in box 5 Advise customer to wait Pick ups may take up to two 2 hours to dispatch suggest customer to wait for the merchandise to be ready I have now processed your order and sent to our warehouse please have a seat and I will let you know as soon as it is ready Y a he procesado su orden y ha sido enviada a nuestro almacen por favo tomo asiento y le informaremos una vez este lista 6 Dispatch merchandise Inform customer where to pick up the merchandise and thank for their business Ms Lopez your merchandise is ready for inspection and pick up please go to door 6 where a warehouse associate is waiting for you Thank you for shopping at Rana Furniture Ms Lopez su mercanc a esta lista para ser inspeccionada y recojida por favor pase por la puerta de despacho 6 donde uno de nuestros asociados del almacen la esta esperando Gracias por comprar en Rana Furniture Page 14 of 28 Confidential Most Frequently Asked Questions Pick up instruction sheet should be given at the store What are the pick up hours Pick up hours are Monday Thru Saturday 9 45 am thru 3 45 pm Remember to r
15. ation defects I will assist you with this Lo siento mucho toda la mercancia vendida y entregada por Rana Furniture cuenta con una garantia durante los primero 90 dias la cual cubre reparaciones de danos de materiales o defectos de f brica Yo le asistir al respecto b Open case on NetSuite and let customer know The case will be evaluated and a response will be available within 48 hours Thave opened a case for you in our system This is business days and we will have a response for yo nuestro Sistema Por favor ll menos en 3 d as h biles ur case number Please call us in 3 He abierto un caso para usted en le tendremos una respuesta c Ask the customer if the damages reported can be seen in photos Can all the damages reported be seen through photos Se pueden apreciar los da os reportados a travez de fotos _ I e Ifyes Rana Furniture relies on a third party company for product inspections This company charges a 55 fee to send a technitian to your home If you are able to send us a photo of the damage we could waive the fee if not then a case has been open in our system but cannot be processed until an inspection fee has been paid I need you to please send the photos to case ranafurniture com and include your case number on the subject Once received the case will be evaluated and a response will be provided in the system in 3 business days Rana Furnitu
16. de what needs to be done 7 Express sympathy and full understanding Page 21 of 28 Confidential Miscellaneous As a customer service representative you must be prepared to assist on a number of different subjects here are a few of the most frequently asked questions A Financing amp Payments Please refer to the Agenda for assistance on this information e I don t know who is financing my furniture e Ihave not received a bill for my purchase e I cannot pay for my furniture anymore e I need to make a payment to my credit card e I need more information about my financing plan For all of the above Look under the customer s SO and find what company is financing their furniture this information is under the TERMS section on the left side of the order Explain to the customer that we are not the ones that bill and give the contact information for the company in question e I need to make a payment on my layaway order Refer the customer to the store where the layaway was placed At the same time inform sales representative and manager so that they know that the customer needs assistance e What forms of payment does Rana Furniture accept At our stores we are currently accepting cash all major credit and debit cards in addition to different financing options For online orders we accept all major credit and debit cards in addition to paypal B Locations amp Staff Please refer to the Agenda fo
17. efer to our Pick up instructions sheet beforehand Si desea recojer sus muebles nuestro almac n esta abierto de Lunes a S bado entre 9 45 am y 3 45 pm Le aconsejamos que revise nuestra hoja de instrucciones para recoger antes de venir How long do I have to wait for my merchandise Your merchandise will be prepared by our staff if merchandise needs to be assembled it will take extra time While approximate wait time may differ it could take up to two hours Su mercanc a ser preparada por nuestro personal si la mercanc a tiene que ser ensamblada se tardar m s tiempo El tiempo de espera puede variar y podr a tomar hasta dos horas at happens if my merchandise is damaged There is no warranty on pickups it is very important that you thoroughly inspect all pieces any damages or defectiveness should be taken care of by our personnel before the merchandise leaves our warehouse Mercanc a que es recojida no goza de garant a es muy importante que usted inspeccione detalladamente todas las piezas cualquier da o o defecto debe ser reportado a nuestro personal antes de que le mercanc a salga de nuestro nac n If there has been any inconvenience with the customer s merchandise or waiting time please refer to manager for assistance I forgot to purchase an extra item at the store could I purchase it here While all the merchandise is stored at our warehouse we do not conduct sales here
18. equest I agree to and will comply with the policies procedures and other guidelines set forth in this manual I understand that Rana Furniture reserves the right to change modify or abolish any or all of the policies and procedures contained or described in this manual as it deems appropriate at any time with or without notice I acknowledge that neither the manual nor its contents are an express or implied contract regarding my employment This manual is Rana Furniture s property and must be returned upon separation Employee Signature Date Employee Name Printed
19. essary is completed If the is any issues with the sales order please let your supervisor know prior to confirmation The Order Pending Date Verification page will show you a list of all deliveries to confirm you can filter the list by date and ship via type and also choose to see the deliveries already confirmed EZER Cases Reports Documents Setup Suitesocial Support Orders Pending Date Verification Results DBo0 65 E Ea E SONETSER AMIDA Rafal icp amaer plc cheat ol 7S MOSSwISTer APR ams Ne Vague Please follow these guidelines to confirm Good morning my name is Maria I am calling from Rana Furniture to confirm the address for your delivery for tomorrow Saturday Piet etc Ji Buenos d as mi nombre es Maria lo Perfect thanks that is the information that we have can you confirm that you want your aeien for onore gauda a etc JS Perfecto Lee esa es la informaci n que Customer confirms date If the delivery is After 5 pm Before Midnight I see that you purchased a After 5 pm Before Midnight delivery during this period deliveries start as soon as 5 00 pm and could extend until 11 59 pm Is there any time related restrictions Page 9 of 28 Confidential If the delivery is Regular or Saturday Regular deliveries start as soon as 11 00 am and could run until 8 00 pm Entregas con horario regular comienzan a las
20. hear that the warranty per Rana Furniture has expired Nevertheless let me ask one of our specialized technitians how we can provide further assistance Lo mucho la garantia de Rana F j b Open case on NetSuite and let customer know The case will be evaluated and a response will be available within 48 hours ave opened a case for you in our system This is your case number Please call us in e 3 business days and we vu have a Tesponse for you He gbimo un caso pam c The case will be evaluated and will be concluded a response within 48 business hours The manager will be responsible of contacting the customer within 24 hours after a response has been concluded d If additional information is given Customer Support Manager will be responsible for having one of her team members contact the customer The case will be evaluated and will be given a response within 48 hours after additional information How to open a Case 1 Search customer by name sales order or phone number on the Search bar on Netsuite Q 2 Under the Support tab click on New Case CATEGORY Rana Customer tion Web Activity Cases STAGE AWAITING SUPPORT REPLY VIEW All Al v Default w View History Customize View EDIT SUBJECT NUMBER STATUS LAST MSG DATE No records to show Back Accept Payment El i gt Actions Page 20 of 28 Confidential 3 Fill out all requested information
21. n t know No se PU find out D jeme averiguar No What I can do is Lo que podr a hacer es That s not my job Ese no es mi trabajo Let me find the right person who can help you with D jeme conseguir la persona indicada para ayudarle You re right this is bad Tiene la raz n esto esta mal I understand your situation Entiendo su situaci n That s not my fault the computers the governments etc No es mi culpa de la computadora del gobierno etc Let s see what we can do about this Vamos a ver que se puede hacer al respecto I can t do that No puedo hacer eso Pll try my best Har mi mayor esfuerzo Calm down C lmese Pm sorry Lo siento P m busy right now Estoy ocupado ahora mismo Lo atiendo en un momento Pl be with you in just a moment Call me back Devu lvame la llamada I will call you back Yo le regresar la llamada Confidential Page 2 of 28 Answering the telephone The telephone is often the first or last place a customer comes in contact with an organization or company The correct phrase said in the right order in a positive tone leaves a good impression and start
22. nager will be responsible of contacting the customer within a response has been concluded 3 Accidents covered by GBS Protection Plan If our customer purchased GBS Coverage all accidents that occurred to the furniture can be reported within 30 days after accident for coverage Refer customer to GBS Coverage and explain how to open a case with them TI be glad to assist you in this case you would need use your protection program and contact GBS directly at 1 888 585 9488 and give them your protection which you should have received in the mail you provided us If you can t find it I can gladly assist you It is very important that you report the accident no more than 30 days after it occurred Le asistir con mucho gusto en este caso usted podra gozar de su programa de protecci n y contactar a GBS directamente a 1 888 585 9488 y darle su numero de proteccion el cual usted debio haber recibido por el correo que usted nos dio Si no puede enconcontrar el n mero con mucho gusto le asistir Es muy importante que reporte el accidente no mas de 30 dias despu s de que haya ocurrido The GBS protection can be found in the customer s sales order Page 18 of 28 Confidential Damages within 90 days of delivery a Explain to the customer our 90 day warranty I am sorry to hear that all merchandise sold and delivered by Rana Furniture is backed by a 90 day warranty against material or fabric
23. nd do not interrupt This will only worsen the situation especially if the customer is angry Let him speak before you try to discuss with him what has happened Do not lose your self control If you stay relaxed customers will calm down Point out facts Listen carefully and write everything down Do not make any comments until the customer is finished talking e Admit the problem If you can suggest a solution do it If not tell the customer what actions you will take and what actions will follow Never make the mistake of promising something you are not able to do Involve the customer in problem solving Suggest the customer alternative solutions if they exist Customers appreciate the opportunity to choose the ways of problem solving In Person Customer Service In person customer service is the most personal kind Follow these 5 steps in order to leave our customers with a great and comforting impression Smile amp Greet Set a positive tone before you even say a word by giving the customer a smile it s a simple thing to remember but it really does make a difference Then greet the customer e Watch your body language Be conscious of your body movements when engaging with a customer Dealing with an upset customer can easily drive your body language to become defensive and sometimes offensive Page 5 of 28 Confidential Do s Don ts Keep a straight posture Cross your arms Nod as if yo
24. nt terms of the order are reviewed before fulfillment This is a Rana Furniture policy implemented to prevent fraud Page 15 of 28 Confidential _ FURNITURE YOUR GREAT SOLUTION ranafurniture com Distribution Center 7821 NW 67th Street Miami FL 33166 PH 305 471 4706 Pick Up Hours Monday thru Saturday 9 45 am thru 3 45 pm Coming from Palmetto Express Way FL 826 Take the NW 74th St Exit Turn to the west at NW 74th St Turn left onto NW 77th Ct 4 Turn right at NW 67th St The bulding will be on the right YPN Coming from Florida s Turnpike 1 Take the NW 74th St Exit 2 Turn to the East at NW 74th St 3 Turn Right onto NW 77th Ct 4 Turn right at NW 67th St The bulding will be on the right NW 66th Se Viniendo desde el Palmetto Express Way FL 826 LS Tome la salida NW 74th St 2 Cruce en direccion al oeste en NW 74th St x Cruce a la izquierda en la NW 77th Ct 4 Cruce a la derecha en la NW 67th St Encontrara el edificio a mano derecha Viniendo desde el Florida s Turnpikes 1 Tome la salida NW 74th St 2 Cruce en direccion al Este en NW 74th St 3 Cruce a la Derecha en la NW 77th Ct 4 Cruce a la derecha en la NW 67th St Encontrara el edificio a mano derecha PICK UP INSTRUCTIONS Please present the copy of your sales order at the front desk if the sales order is not available the person whose name the sales order is under must be present and would be able to pick up with an valid
25. off time of the chosen date the delivery will be changed to the following available day Actual time frame confirmation calls will the day before between 9 00 am 5 00 pm Except for Next Day deliveries which would be confirmed the day of delivery if for any reason we cannot contact you to confirm the delivery time during the confirmation time window your store manager and sales rep will have last chance until 8 00 pm to confirm with you If not able to confirm the delivery will be postponed for the next available date Usually between 2 or 3 days All contact numbers provided might be used to confirm the time frame only provide numbers of person with permission to confirm delivery After a delivery time frame is confirmed it might not be cancelled changed or moved If nobody is at home during the time frame confirmed a re delivery fee will apply Once a delivery is confirmed or attempted the delivery fee is non refundable Page 11 of 28 Confidential Dispatch Track Dispatch Track is a service software that offers us real time tracking of scheduled deliveries Dispatch Track can be accesed directly through Netsuite for easier tracking elated Records System Information ess Shipping Address SHIP TO ass Yazenia Izquierdo 67 St 3419 Sw 25 Terr 33166 Miami FL 33133 tates Map United States Map Track You can access tracking of a delivery directly from a sales order go to the Shipping tab and click on T
26. ory llegar a su hogar y esperar 15 minutos si usted no logra llegar durante ese tiempo necesitaremos fijar una nueva fecha para su entrega y tendr que pagar un costo de re envio Page 13 of 28 Confidential Pick ups Processing Pick ups 1 Greet the customer Greet customer as she he walks in the door DO NOT wait for the customer to do so Good morning how may 1 help you Buenos d as como lo puedo ayudar asistir 2 Ask for sales order If the customer does not have it at hand ask for ID and look up sales order by the customer s information If the person is not the purchaser verify authorization from the purchaser Pl be glad to assist you May I please have your sales order Seria un placer asistirle Pudiera por favor entregarme su orden de compra 3 Look up the sales order on the system Check for all items availability if item is not available ask customer if she he is aware Give me just a quick minute while I look up your order Deme un segundo mientras qu busco su orden en el sistema 4 Process sales order If all items to be picked up are available to process ask customer if she he prefers merchandise assembled or in box if applicable After processing return sales order to the customer and add to the pick up list I see that you re picking up a dining set would you like all the pieces assembled or in the box There is no extra charge for
27. r all locations addresses and phone and extension numbers C Webpage www RanaFurniture com While we count with an E commerce Specialist we will need to assist our customers on some webpage inquiries Here are some of the most frequently asked questions e Where is the Chantelle 7 Piece Dining Room set in display Within the items specification section there is a tab named Displayed at with a list of the locations where the item is currently displayed Page 22 of 28 Confidential e Ineed assistance placing my online order Transfer the customer to our E commerce Specialist if available otherwise assist the customer guiding yourself with the Online Orders Guide If you cannot further assist the customer with questions regarding inventory shipping etc please transfer to any available store representative e What forms of payment are accepted online Paypal and all major credit and debit cards are currently accepted How to place an order online Online Orders Guide Step 1 Select item to purchase IN FURNITURE a es YOUR GREAT SOLUTION Living Dining Mattresses Accents CONTINUE SHOPPING SUBTOTAL ORDER SUMMARY Subtotal 2 items 1 398 00 Chrome White Spe Set 699 00 o Estimated Total 1 640 86 Make cure the item s and atys are correct e then please click on Proceed to Checkout PROCEED TO CHECKOUT CONTINUE SHOPPING Page 23 of 28 Confidential Step 3
28. rackOrder or DeliveryReceipt Service Order Ashley R Maldonado 50131841 Job Details Ordert smsan Status Service Type gt Regular Delivery Service Unit coo Payment type Once logged into Dispatch Track you can Access lists of deliveries by status wether scheduled delivered etc and more You can enter the sales order Payment detail Order Detail rs 709 018 Name Ales Maldonado Email iy number and find details on the delivery Phone 1 780 510 0809 Phone 2 786 709 0618 eel a K 8 Phone 3 LEUI such as Delivery time duration of ases ico Address 2 hot E ERMA delivery items delivered customer EN doc gt A ates amp Times va TEO survey on Cory s service damaged gt Date From To items not rendered and more a An A ste ee Scheduled 1197 a Has AN ara Window nom mom S tE Act caos 105040 ns As poe soe foe min 18 af Amount S Pieces 5 pas ue gt Location Quantity Amount Volume Service Time Detivered gt Confidential Full Frame 81 2167 cst ul Full Bunk Bed B2 eT Inderbed Storage One Side so or 3 mo va 3 o w B 2 ins vw B Imas w a Page 12 of 28 Most Frequently Asked Questions Please take into consideration that all deliveries are carried by Cory Home Deliveries Rana Furniture is only responsible for setting and confirming a date with the customer Cory is responsible for timeframes scheduling tran
29. re cuenta con una tercera compa a que inspecciona los da os la cual cobra 55 por enviar a un t cnico a su casa Si usted puede enviarnos fotos del da o s donde se pudiese apreciar pudi semos evitar el cargo si no entonces abriremos un caso en nuestro sistema pero no podr ser procesado hasta que la inspecci n se pague Necesitamos que nos env e las fotos a case ranafurniture com e incluya su n mero de caso en el t tulo Una vez que recibamos las fotos el caso ser evaluado y roveeremos una respuesta en el sistema en 3 dias An inspection fee will always apply for Matresses since photos will not necessarily show the damages defectiveness The manager will be responsible of contacting the customer within 24 business hours after a response has been concluded e Ifno Please call us with your case number in 3 business days and we will have more information the case will be evaluated and a response will be provided in the system within 3 business days Por favor ll menos con su n mero de caso en 3 d as h biles y le tendremos m s informaci n el caso ser evaluado y le tendremos una respuesta The manager will be responsible of contacting the customer within 24 business hours after a response has been concluded Page 19 of 28 Confidential Damages after 90 days of delivery a Explain to the customer that the warranty per Rana Furniture has expired Lam sorry to
30. s the customer client relationship off on the right foot 1 Greet the caller Good morning thank you for Calling Rana Furniture 2 Give your name My name is Maria 3 Ask the customer if or how you can help How may I help you Put it all together and you have the perfect greeting Good morning iets BEE for calling Rana a Rite wo mania is Moria kow may I help gt IMPORTANT Use your phone headset at all times speakerphone is prohibited In some situations you might not be able to assist the customer right away if you need to put a customer on hold transfer a call or take a message here is how Putting a Customer on Hold Ask the customer if you can put them on hold wait for them to say yes or no and then explain it will only be for a short period of time Explain to customers why you are putting them on hold Thank customers for holding Example Transferring a Call Ask the customer if they mind being transferred wait for them to say yes or no and explain why they are being transferred and to whom Example Would you mind if I transfer your call Okay I will vae Jou to someone who can assist Page 3 of 28 Confidential Taking a Message Explain your co worker s absence in a positive light but do not be too specific Explain that your co worker is in a meeting conference briefing or training Do not say he or she is gravely ill is too h
31. service we must follow these beneficial great customer service guidelines Treat the customer the same way you would like to be treated Anticipate and accommodate your customers needs Make the customer feel at home Allow the customer to get the best value for their money Act to solve any and all complaints and problems to the customer s satisfaction Always be willing to do a little extra Always smile be friendly and courteous and make eye contact when speaking to the customer Never argue with the customer Listen and handle all customer problems in a professional manner If you cannot assist a customer direct them to someone who can Page 1 of 28 Confidential Customer Service through the Phone The moment you pick up a telephone body language and visual perceptions disappear and your tone of voice becomes dominant Almost the entire message you project to the customer over the phone is derived from tone of voice and attitude For example A flat tone of voice says to the customer I don t like my job and would rather be elsewhere Slow pitch and presentation say I am sad and lonely do not bother me A high pitch rapid voice says I am enthusiastic and excited A loud voice says I m angry and aggressive It s not what you say it s how you say it Here are some do s and don ts to consider Wrong amp Negative Answers Polite amp Friendly Alternatives I do
32. sportation assembling etc Refer to Sales Contract for further information When is my delivery At the time of purchase a delivery date is set After this date is confirmed by the customer Cory Home Deliveries will make a second call to confirm a time frame TIl be happy to assist you let me place you on a brief hold while I look up your information Thank you for waiting Your delivery will be this Thursday the 10 our authorized shipping company will confirm a 3 hour time frame the day before the delivery Le asistir con mucho gusto dejeme colocarlo en una breve espera mientras busco su informacion en el sistema Gracias por esperar su entrega ser este Jueves 10 Nuestra compa a autorizada de entregas le confirmara un horario con un lapso de 3 horas de espera el dia antes del delivery I was given a timeframe how do I know exactly at what time my delivery will be Cory will arrive at your home anytime within the timeframe given they will call you once they are on their way to your home They will also notify you if any inconvenience comes up that will affect your delivery You can also track your delivery online its very simple the day of the delivery you can visit our website www Ranal urniture com from your computer or smartphone on the top right corner click on Track Today s Delivery enter your information and you will have a real time tracking of your delivery Cory lleg
33. the fee if not then a case has been open in our system but cannot be processed until an inspection fee has been paid I need you to please send the photos to case ranafurniture com and include your case number on the subject Once received the case will be evaluated and a response will be provided in the system in 3 business days Rana Furniture cuenta con una tercera compa a que inspecciona los da os la cual cobra 55 por enviar a un t cnico a su casa Si usted puede enviarnos fotos del da o s donde se pudiese apreciar pudi semos evitar el cargo si no entonces abriremos un caso en nuestro sistema pero no podr ser procesado hasta que la inspecci n se pague Necesitamos que nos env e las fotos a case ranafirniture com e incluya su n mero de caso en el t tulo Una vez que recibamos las fotos el caso ser evaluado y An TESEO fee will away apply for Matresses since photos will not necessarily show the damages defectiveness The manager will be responsible of contacting the customer within 24 business hours after a response has been concluded e Ifno Please call us with your case number in 3 business days and we will have more information the case will be evaluated and a response will be provided in the system within 3 business days Por favor ll menos con su n mero de caso en 3 dias h biles y le tendremos m s informaci n el caso ser evaluado y le tendremos una respuesta e ma
34. to the problem Cases are classified by the following criteria 1 Damages on pick ups closeout merchandise a Explain to the customer that picks ups and closeout merchandise are not covered by Rana Furniture s warranty I am sorry to hear that this type of case is not covered by Rana Furniture s warranty since the merchandise was picked up or a closeout product Nevertheless let me ask my supervisor if it can be covered by the manufacturer s warranty Lo siento este tipo de casos no esta cubierto por la garantia de Rana Furniture ya que la mercancia fue recojida o es un producto en liquidaci n Sin embargo dejeme preguntarle a mi supervisor si su b Open case on NetSuite and let customer know The case will be evaluated and a response will be available within 48 hours T have opened a case for you in our system This is your case number Please call us in three 3 business days and we will have a response for you He abierto un caso para usted en nuestro Sistema Por favor ll menos en tres 3 d as h biles y le tendremos una respuesta c The Customer Support Manager will be responsible for having one of her team member s contact the customer ood afternoon my name is Maria and I am calling from Rana Furniture regarding the case you opened on __ Buenas tardes mi nombre es Maria y le estoy llamando de Rana Furniture en referencia a el caso que abri el d
35. u understand the customers Shake your head point Keep a friendly facial expression Make forceful hand gestures Make eye contact with sensitivity Tap your shoes Raise your eyebrows Roll your eyes e Stay focused In an in person setting it s easy to be distracted by other employees ringing phones etc Make an effort to focus your full attention on the person you re helping regardless of who else might need your help or what else is going on your surroundings e Proactively offer assistance If a customer looks confused aimless or in need of help don t wait for them to call your attention Offering assistance proactively will make a positive impression on the customer e Keep a pleasant appearance Appearance is the first thing customers notice about you and the first step to making a good first impression Y Clothing You may have to sacrifice your personal style to please others but your appearance at work needs to fit your business Otherwise you may have to work harder for customers to become comfortable with you v Hygiene Make sure you are groomed Being groomed means your hair and fingernails are clean and neat as well as your face body and teeth Keep a pleasant but soft smell some customers could be allergic to a certain cologne or perfume or uncomfortable by the smell of tobacco if you smoke Front Office Reception Regulations All of the tips mentioned above are critical for Rana F
36. ung over to come to work never called in today can t be found that you do not know where he or she is or that he or she was just here Give a reasonable estimate of when the co worker will return Offer to help the caller take a message or transfer to another staff member If a co worker is on holiday and will not return to the office for some time it is permissible to say that he or she is on holiday However avoid details such as Raymond is at the beach and I am sure he is having a great time While such details may seem innocent and even humorous they give the wrong impression to those seeking service Example I apologize for the inconvenience but Maria is out for lunch she will be back in about an hour I ll be glad to take a message for her if you d like Le pido disculpas por el inconveniente pero Maria est en su hora de almuerzo y regresara dentro de una hora si desea con mucho gusto yo pudiera tomar su mensaje Ending the Call This is the final step in good telephone etiquette A good customer service representative ends the call on a positive note repeating any actions agreed to be taken and what is going to be done to help or serve the customer Example Is there anything else I can assist you with Okay I will give Maria your message as soon as possible so that your inquiry is addressed Well Ms Lopez have a great day and thanks again for calling Rana Furniture
37. urniture s great customer service as well as applying the following regulations e Do not have personal calls during work hours e Never argue with your colleagues supervisor especially in front of customers e Never use indecent language with anyone e Never stand in groups at the counter e Avoid conversing with your neighbors talk only when necessary e Do not eat or drink while servicing customers Only eat or drink during your coffee break or lunch break Page 6 of 28 Confidential Sales Orders A sales order contain all details of a purchase Before answering any questions regarding a customer s purchase confirming a delivery processing a pick up etc you need to undertand and know how to read all the information in a sales order All sales orders start with the letters SO followed by the number e g SO127504 The top part of the order will contain Customer s information date of purchase sales representative and store financial information downpayment financing information and open balances ship via and ship date fk Sales Order a 0127504 A94134 Janay Diaz PENDING FULFILLMENT ED e 2 ro Primary Information Shipping information suoma 3 37 00 TRANSACTION DISCOUNT 2 00 Te 21958 m uppmic cost 243 00 stead Fuminure Retsil Warehouse TOTAL 359959 nance we uwawan Y wanact Paso meno Financial Information 183660066 3 356 ERROR Field custoodyt Not Found
38. which you can find in the sales order and click Save Case Reset cancel Customer Information Incident Information DELVERYOATE peuvervTme B a z ic TAE y EM HAS PROTECTION es A a Communication Incoming from Custo a ing from Support Rep ESS view ae Ae Type text and format at using the toolbar Once the case is created a case number will be provided which you can use to access all the details for follow up Sales Relationships Commur Address Preferences Fin ES Bank Payment Details Debit cases STAGE AWAITING SUPPORT REPLY VIEW All Y ba Defaut v Newcase view History Customize View tom sumet NuMBER status LAST VSG DATE PRIORITY ASSIGNEDTO contact MANUFACTURER TRUCK DRIVER Edt 50125699 cA6015 In Progress 4 9 2015 11 44 am Low Adriana Garcia Rane 10 Solving the Customer s Problems When you listen to the customer s complaint you take responsibility to solve the problem Here are a few tips to help C Listen without interruption and with full attention D Ask necessary questions to get more complete information and completed picture of a situation E Find out exactly what the customer needs you to do for them 4 Behave without aggression and without arguing 5 Do not extend excuses for the problem and thank the customer for drawing their attention to it and helping solve it 6 Discuss in detail all opinions and then deci
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