General Notes

TK: TKG8KOB
Std PW: BsA456do

BPO – Business Process Outsourcing

Purpose (Kohls): To inspire and empower families to lead fulfilled lives
Goal: To be the most engaging retailer in America
Greeting: Welcome to Kohl's where you can expect great things, My name is...

Pillars:
– amazing product - personalized connections -easy experience
– winning teams - incredible savings

Highlight savings in calls

Avoid asking customer to call back if possible
DCCC: Digital Commerce Customer Care

Bold Moves (Talking to Customers)

(1) Amazing Products – excite customers and lead in being the prime destination for wellness
lifestyles, reassure customer “I understand completely”
(2) Easy Experience
1. i.e. can reorder for people for missing items
2. Share info on current sales (not on future sales)
3. Never save/record cvv
4. Can't hold items for customers
(3) Personalized connections
1. If system down, tell customer and transfer
2. Win new customers with savings and word of mouth
3. Positive re-enforcement
(4) Incredible savings
1. Round up $98 to Kohl's cash
2. 100 Y2Y pts = $5
(5) Winning Teams
1. Winning attitudes and teams
2. Dev/organize great teams

Kohl's Values

(1) Put customer first

1. No-hassle return policy
2. Yes-we-can attitdue
3. See customer as someone to inspire and guide
4. Support causes and events customers care about
(2) Acting w/ Integrity
1. Earn trust and live up to commitments
2. Treat others with respect and fairness
3. Make decisions to support the reputation of the company
(3) Build Great teams
 1. Communicate openly and respect/embrace diverse opinions
2. Actively promote empowerment, engagement and continued development of all associates
3. Recognize and celebrate greatness

(4) Driving Results

1. Results-oriented
2. Work with urgency and accountability
3. Seek out info to reach smart conclusions
4. Offer new ideas and solutions beyond the status quo

EARN Model

Also see DC3 Quality Phones Definitions

E – Engage
A – Assess and Address
R – Resolve and Refine
N – Notify and Close

Earn
Getting the attention, actively speak and involve with customer, build rapport and correct tone while
connecting with tone to customer

Interactive Impact
Actions Words Tone
Face-to-Face 55.00% 7.00% 38.00%
Not Face-to-Face 0.00% 13.00% 87.00%

Connect with Tone

Attitude can be perceived by others, tone is contagious
Make the customer feel at ease

Professional Language
Instead of Use Instead
Cheaper, thrifty Discounted
You need to Suggest, Recommend, What has worked in the
past is
Lots of bright colors Vivid, vibrant, flashy
Loud, busy print Fashion forward, trendy, graphic, unique
As I already said/already told you May summarize, Let's review/If I may reiterate,
What we can do is, If I may intervene, I can
explain this as follows
You placed the order Order has been processed/placed
Your CC was denied (GS2) Not accepted, do you have another card available
 Address and Assess

Close-ended questions: Those with simple yes/no or short word response

Open-ended questions: Those with more subjective and long-winded replies
Simplify for customers
Connect with customers on brand, value and convenience

Benefits of Kohl's shipping account

-access to tracking
-deals
-create registries
-shipping label access
-order detail knowledge
-see bargains
-view and print K$/pts
-make wish list

Power Words
They draw in and assure customers
i.e. Gorgeous, wonderful, amazing, terrific, breathtaking, outstanding, remarkable

Shipping Rates

3-6 days (Ground) 2d 1d Same-day

< $75 $8.95 $19.95 $29.95 $19.95* select
$75 - $99.99 Free $19.95 $29.95 $19.95*
$100.00 Free $9.95 $19.95 $9.95*
Gift Cards Free $9.95 $14.95 N/A
• select cities only

BOPUS
In CSC, click find when entering SKU, pick up in this store
7 days returned as of 11:59pm, then returned
Statuses include ready, pick up
Usually available in 6-8 hrs

SNAP (Connect)
Verifies contact and issues cases

File – Contact to pull up screen

Install Java every time needed to load
Can search by email/name/incident #
Confirm First Name (FN)/Last Name (LN)/Email/Phone (If no email then physical address)
Need new account for SNAP/CSC if no account found
If no order involved than NA
Remember to turn message tab private (Private Note)
First Box: Contact details of person
Second Box: Locked (must unlock in both CSC and SNAP) / Pts/ K$ balance/Has shopping
account/CC # yes/no / loyalty linked
Third Box: Case Details (category/private note/order number)
Fourth Box: CSC link/Relevant Guides

eSource
Google Gmail – Apps (9 p

CSC
Place order, review previous orders (accommodate/appease), create virtual gift cards, assist with
registries, password reset

ID: tkid724
PW: kohls123

May need to create account in both SNAP and CSC (Order – New)
Need to search in CSC separately from search in SNAP
Can help un-lock accounts (next to pw reset) (click update afterwards too)
May need to read script for (Y2Y) Loyalty Rewards program installation, customer must finish
Can link CSC to loyalty with SNAP (get loyalty ID)
If only checking order status, no need for new case
If add CC, add note to SNAP saying as much
Can see order ticket history in CSC
Can reorder but payment will be processed a second time while the refund for the first item is
processing (usually up to 7 days)
Cannot process without permission
CSC can cancel/update orders via email
Can search for items on CSC with SKU
Get SKU by adding item to cart on kohls.com, check view shopping bag
Can choose 2 different shipping addresses (BOPUS/alt address), or alt person to pickup
Can enter promos
After done, upper left button (play/stop) and unclick share with customer
Ask customer if they want sales emails y/n
When adding items, scroll up add to cart, scroll back down to continue, will need to pick at least 1
color/size
Need permission to save address/CC or payment option/process order before going forward
Say order processed/savings/points/K$ earned
30 min from submitted status to modify (decrease, apply disc, cancel etc)
Utilities (check K$, virtual gift card)

Verifying
If third party – FN/LN/Phone/Email/Relationship

Loyalty Lab
Loyalty Points add/subtract
Customer must be the one to finish signing up
E-Journal (Sales Audit)
Help with verifying transactions by looking up purchases

K$ (Kohl's Cash)
If expired, 10d useful in stores, Y2Y points once expired no good anywhere

Price Matching
14d price guarantee
Only up to 15% discount on top of price match
If price match with store, need copy of advert with current date, need store associate to honor (store
associate # and store ad)
If with mobile, store discretion (has to be in stock/coupon)
With competitor – must be in stock, excludes prestige brands and cannot be bogo/previous bogo

Price Match Process

(1) Verify competitor (must have both brick/mortar, online and not clearance or wholesaler)
(2) Verify exact same item being sold
(3) Verify price of competitor

Price Match Scenerios

Type of retailer
Price of an item
Online exclusives
Previous orders

Cases (Damaged/Missing/Incomplete)
Missing Case

Check if ordered, cancelled, 2+ packages, part of set or separate items, delivery date
If <$25, donate or keep
If >$25, pickup schedule

Damaged Case
Consider if dangerous/hazardous, cost, can return to store?

If happens:
(a) Apologize
(b) Check price
(c) Credit back
(d) Offer reorder item (charge again, if fault of Kohl's give free standard ground ship)

If returns to store, SNAP note not case, if changed ship, create accommodation

Incorrect/Misship Case
Check retail price of incorrect item not missing item

1. Apologize
2. See if dangerous
3. Say if return to local shop for immediate refund
 4. Offer reorder at sales price plus free standard ground shipping

Used if incorrect item, < $25

When pkg shipped to incorrect addy not listed on order
Used if ship time has passed

Consider who received incorrect items and total retail price, fault of address, info for tracking #
Check too for incorrect item prices, if asked for credit,
Do ask for wrong items back

Pickup
Pickup when ship to incorrect addy, price is > 25 and not hazardous
When item received, incorrect and >25
When damaged item, not hazardous, >25

Consider who's at fault, return to local store. Return credit for merch picked up is issued once merch is
received back to our ecommerce fulfillment center

Package Trace
Order not delivered in ship time with status delivered

CICSP1

Convert SKU/UPC and Review status of gift cards (balance/status)

Blue Zone – Production Icon – type CICSP1

user: Your TK ID
Pass: BsA456do

6 – Cash Refund (Gift status)

9 – Convert SKU/UPC
Shift+F2 – enter
F3 – back

Date / Store # / Terminal # / Transaction #

KPEP
Kohl's Promo Event Planning
mykohls – bottom of page to applications – page 2 to kohl's business application
Click flashlight and search promo price enquiry
Only click 3 days back after getting SKU
If price dropped within 14 days, accommodate
Customer must reveal customer not DC3 loyalty / promo codes
“Go online and try to find a code for me”

user: TK ID
pass: BsA456do
download java as needed
E-Journal Job Aid

Verifies purchases and returns in store or online

Verifies K$ and Kohl's Rewards
Look up receipt info to calculate Kohl's reward points

Store # / Terminal-Register #/Transaction #

mykohls – bottom of page to applications – page 2 to kohl's business application
Sales Audit Main Menu, Sales Audit – Transaction – e-Journal
Adjust pts if returned something
If no receipt, cannot help
Can accept e-commerce ID
Need for online transactions Transaction #/ EFC center store # (873/809/819/829)

user: TK ID / pw BsA456do

GS2
Green Screens 2
Allow for CC/Kohl's Charge info to be displayed
Cannot change info or take payment information
Say if limit/stolen/blocked
Can get info on Kohl's Charge card
Only check if transaction didn't go through or status of Charge card

Verify name + 3 Private Data Elements

PDE include: email/account-CC #/last 4 SSN digits/DOB-birthdate/(last statement balance/purch
location/purch date/payment date/last payment amount/last 4 digits of bank balance on file)
Phone #/physical address not PDE

Verification Authorized 3rd partyusers: acnt # / last 4 SSN / primary account holder name

Info found on GS2: acount # look up/balance amount status/addy/card

status/amounts/statements/authorizations/memos/fraud referral codes

Make sure you see “Transaction Completed Successfully” at bottom of screen

Add 99 at end of Kohl's Charge for processing due to 14-digits only not 16, not add for lookup

Access with Credit App on desktop - GS2

Login: TK ID (no TK in front, just G8KOB)

PW: 235XYZ14

When searching customer, look for LastName, FirstName, Name, Phone

Remove 639305 when using with CSC

When searching card status, under keyI, L is locked, C is closed

Transaction format:
Date XXXXXXXXXXX amount etc
Click buttons in blue on left hand side to navigate

If referral code, fraud case

1 – monitored
5 – CDN ID needed
6 – photo ID needed
7 – residental zip / po box
Exp 99-99 means never

Verint
Schedule/coaching sessions

POS – Point of Sale

-cancelled item/not in warehouse
-split tender (multiple payment methods)

Giveaway Item Principles

1. Service #1 priority
2. Attitude
3. Consistency
4. Teamwork

CSC: Utilities can be used for virtual gift cards

Order statuses

Submitted: CC hold on it, order can be cancelled, can remove items from order, decrease quantity, add
promo code or adjustment

Canceled: Per customer request, item out of stock. Email confirmation will be sent

In fulfillment: Order being prepared, cannot be cancelled, items cannot be removed, if earned during
K$ event, earned K$ is is sent in this status, efc is working on assigning tracking # to the order

Complete: Order shipped and tracking info should be available. All items shipped or cancelled, now
charged for the order, pending charges removed, payment reflected in customer payment method

Rejected: Payment not accepted and cc may have a pending authorization

Returned: All items returned to store/efc

Blocked: Order challenged by Red Fraud Detection – usually fulfilled or cancelled

Missing Case: Do not create case if < 10 days so far

Damaged Item: Dangerous item, just replace

Need payment info again if reordered

Pickup case in snap

For Pick-up cases: fault/can deliver item/return credits

Missing item from set: create case, check ordered/set/cancelled, check retail/price/2+ packages

apologize, go to store right away, no exchange or reorder for free

Can issue new gift card with return

KMC with split tender
Create case only after 5d passed from efct return and no refund issued