Ulta Call Flow

Authored by: Support.com Tech Pro Team

1. Ulta Call Start

Expert Greeting: Thank you for calling ___, my name is _____, how can I help you?

If the customer has not responded to multiple readings of your greeting within 60 seconds, clearly state that you are disconnecting the call because it appears no one is on the line and follow standard practices on closing the ticket as a ghost call.

Acknowledge & Own: Provide a statement that shows that you can relate to why the customer called in and assure them that you are there to help.

Example: Oh no! That happened to me once and I know how frustrating it is. I'm here to help!

Ensure Understanding: Paraphrase the issue back to the guest to ensure understanding.

Example: Ok Mr. Smith just so I am 100% sure I understand the issue correctly, you're having trouble getting your new Cover Girl order?

Collect Customer Info

1. Click "Customer: []" at the top of this session window

2. Enter the Customer Email, First Name, Last Name, and callback number, then click Save. 

2. WISMO Resolution

In order to track the customer's order, we need to determine which region the product was purchased in.

3. Order Lookup - West

Follow the steps as defined here to look up the customer's order in the correct system.

1. Ask the customer for their order number and enter it into the system. If the customer does not have an order number, look them up using available options (name, email address, etc.)
   

1. Validate the customer's information
2. Relay to the customer the status of their order. If the order is late, ensure that you use an empathy statement that shows you relate to the customer's issue
   Example: That happened to me once and I know how frustrating it is. The system shows that your order should arrive by Tuesday.

4. Customer Retention

Inform the customer that they cannot cancel an order once it has shipped. If the customer wishes to return the item after they have received it, follow the steps for issuing a RMA label to the customer.

Please attempt customer retention using techniques covered in training before processing a RMA request. 

5. Brand / System Lookup

In order to help the customer with RMA processing, use the correct system that is associated with the brand of product they were sent. Each brand has its own system that we will use to resolve the customer's issue.

6. Ulta System RMA

Follow standard process as defined here to issue a RMA to the customer.

Ulta System RMA

7. Ulta Call End

Summarize the Call

Re-iterate to the customer what they contacted you about and what the resolution was, ensuring they agree the issue is resolved.

If the customer's issue could not be resolved on that call, ensure the customer understands any pertinent next steps they need to take, or that will happen, including when to expect an RMA update (if applicable).

 Offer Additional Assistance

Ask the customer whether there are any other issues you can help them with.

1. Provide the session ID to the customer for future reference
2. Offer the customer the ability to take the phone survey
   "Thank you for being a valued Ulta customer. Your feedback is important to us and we'd love to hear from you. Would you be interested in taking a brief phone survey? Perfect, please hold while I transfer you to the survey. Thank you for calling and have a wonderful day."

If the customer declines the survey, thank them for calling and end the call.

8. Cover Girl System RMA

Follow standard process as defined here to issue a RMA to the customer.

Cover Girl System RMA

9. Other System RMA

Follow standard process as defined here to issue a RMA to the customer.

Other System RMA

10. Order Lookup - Southwest

Follow the steps as defined here to look up the customer's order in the correct system.

1. Ask the customer for their order number and enter it into the system. If the customer does not have an order number, look them up using available options (name, email address, etc.)
   

1. Validate the customer's information
2. Relay to the customer the status of their order. If the order is late, ensure that you use an empathy statement that shows you relate to the customer's issue
   Example: That happened to me once and I know how frustrating it is. The system shows that your order should arrive by Tuesday.

11. Order Lookup - Northwest

Follow the steps as defined here to look up the customer's order in the correct system.

1. Ask the customer for their order number and enter it into the system. If the customer does not have an order number, look them up using available options (name, email address, etc.)
   

1. Validate the customer's information
2. Relay to the customer the status of their order. If the order is late, ensure that you use an empathy statement that shows you relate to the customer's issue
   Example: That happened to me once and I know how frustrating it is. The system shows that your order should arrive by Tuesday.

12. Incorrect Product Delivered

In order to help the customer with incorrect purchases/product delivery issues, ask the customer which brand of product they were sent. Each brand has its own system that we will use to resolve the customer's issue.

13. Ulta System Lookup

Use the Ulta System to look up the customer's order, and process a refund or issue an RMA (if applicable)

14. Ulta System Refund

Follow standard process as defined here to issue a refund to the customer.

15. Cover Girl System Lookup

Use the Cover Girl System to look up the customer's order, and process a refund or issue an RMA (if applicable)

16. Cover Girl System Refund

Follow standard process as defined here to issue a refund to the customer.

17. Other System Lookup

Use the Other System to look up the customer's order, and process a refund or issue an RMA (if applicable)

18. Other System Refund

Follow standard process as defined here to issue a refund to the customer.