WISMO

Question 1

Where can we find call flow for WISMO

Answer 1

AKB - Resource- WISMO Contacts

Question 2

First question of WISMO

Answer 2

Does shipping say “delivered” and estimated delivery date passed?

Question 3

We ALWAYS do what while locating consumer profile and order

Answer 3

EMPATHIZE

Question 4

What are the empowerment guidelines?

Answer 4

Under $300
and ______

Question 5

First steps of WISMO?

Answer 5

Find customer order is SWOOSH;
create case;
Review order

Question 6

If product shipped but not delivered, we should ________

Answer 6

track package on carrier’s website (tracking number on top of expanded order view)

Question 7

Does customer have any _____ on their profile?

Answer 7

flags

Question 8

If product has not shipped, we….

Answer 8

inform customer of status
give them next steps
inform them of emails they’ll receive
guide them on how to look at nike.com

Question 9

Is consumer’s missing item….

Answer 9

in stock in OMOBO?

Question 10

Reshipping or refunding is preferred by Nike?

Answer 10

reship

Question 11

If carrier page says they can’t deliver the product because they can’t locate the package….

Answer 11

offer to reship or refund

Question 12

The two most powerful WISMO tools

Answer 12

empathy and empowerment

Question 13

After creating the return, do these three things:

Answer 13

1) inspect the order right away
2) choose “courtesy” to trigger a refund
3) Choose “Advanced Exchange” if you comped a reship

Question 14

What reasons might a carrier not be able to deliver to a specified address?

Answer 14

*carrier attempted, but the recipient was not available/didn’t retrieve the package

• Recipient refused/RTS

*Invalid shipping address

*Nike requested RTS due to a problem with the order

Question 15

RTS means

Answer 15

Return to Sender

Question 16

When packages are RTS, package is returned to ______.

Answer 16

distribution center

Question 17

When will a refund be processed?

Answer 17

Within two days of receiving the package.

Question 18

Educate the consumer on _____ and _____ ALWAYS including the _______. why?

Answer 18

Educate the consumer on the outcome and next steps, ALWAYS including the time frame.

Why? One call resolution!

Question 19

Documentation of WISMO includes:

Answer 19

1) outlining your actions and
2) what expectations you set with customer

Question 20

If you reship or refund, you need to do what in the case details box?

Answer 20

Mark what courtesies apply

Question 21

What is the final step of a WISMO case?

Answer 21

Close case if within your empowerment
OR
escalate the case.

Question 22

If you escalate a case, what does documentation look like?

Answer 22

Include very detailed case notes.
Choose escalate and title in the case detail pane.

Question 23

What happens if you don’t click “escalate” in the case details pane for an escalated case?

Answer 23

The case will not be escalated.

Question 24

True or False? We can change the shipping address on a placed order.

Answer 24

False. Once an order has been placed, we are unable to change the shipping address.