Wayfair Words!

3. If a customer calls in asking for a manager, we should attempt to do what before transferring to CARE?
5. This KPI's expectation is 89%
7. A great way to impact CSAT is to _____ the item.
12. We can't add these post order
14. When setting up a refund, we should offer this method to increase customer loyalty.
15. This KPI's expectation is 94%
16. The number of days for the customer to wait for an item to be deemed Lost in Transit (Small Parcel).
17. The customer can view this in their My Account

1. This KPI's expectation is 65%
2. Wayfair: a zillion things _____
4. A ____ Label item is when Wayfair's product has a different name than the manufacturer's name for the same product.
6. Sometimes a full unit replacement isn't the best option. If available, we should offer this instead.
8. The customer can find their invoice here.
9. When you show the customer that you understand and validate their feelings
10. If the customer is asking when they will receive their package, we should run this wizard
11. This KPI's expectation is 81%
13. Before ending a call, we should ask the customer if they have any additional ____