SF - Disposition (rev. 2/2024)

cases

DISPOSITIONS & ESCALATIONS

Start

In this module, we will discuss...

Case Dispositioning

Objectives

Dispositioning to Escalate to Leadership

Dispositioning to Escalate to a Specialty Area

What is Salesforce?

Salesforce is a web-based software that is multifunctional and enhances our customer's experience with us. It is a single platform that incorporates many different Signet systems in one place.

Important Reminders

When will I use it?

Salesforce will be utilized to access your web-based phone, document every interaction with a customer or store partner, research information to assist in resolving a customer's concerns, and much much more!

What is case dispositioning?

Selecting a case disposition will be an incredibly important component of building a case. This component not only works to summarize a customer's experience with us, but it is used in reporting for the C3 team that is shared up to our CEO. For this reason it is of upmost importance, that our selections are accurate. It is also important to acknowledge, that not every customer experience has an exact disposition combination to match it. In this section we will explore the different case disposition combinations available, learn about the actions associated with each disposition and work to build our confidence in this process, so we can select a disposition combination with ease.

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

Category

Sub-Category

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first step in selecting a Case Disposition is to identify the appropriate category. Think of the Category as identifying the most basic element of your customers question or concern. When taking customer phone calls, there are a selection of Category options you will use most often. Let's take a look at each of these in a little more detail.

Category

Sub-Category

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. We will work to better understand these account types in a future module.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. We will work to better understand these account types in a future module.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"How can I pay my bill?"

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. We will work to better understand these account types in a future module.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"What is my balance?"

"How can I pay my bill?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. We will work to better understand these account types in a future module.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"What is my balance?"

"When will my statement arrive?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. It is important to remember there will be call types where the customer's credit account could be a related portion of their concern, but not the main component. Click through below to learn more.

Category

Sub-Category

Sub-Category 2

"I'm trying to place an online order with my credit account, but it won't go through."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. It is important to remember there will be call types where the customer's credit account could be a related portion of their concern, but not the main component. Click through below to learn more.

Category

Sub-Category

Sub-Category 2

"I'm trying to place an online order with my credit account, but it won't go through."

"I made a purchase with my credit account the other day, but I want to return it."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The first frequently used Category we will review is the 'Credit' category. This category should be utilized any time a customer is calling in with questions or concerns related to their Private Label Credit Card (PLCC) or Signet stay account. It is important to remember there will be call types where the customer's credit account could be a related portion of their concern, but not the main component. Click through below to learn more.

Category

Sub-Category

Sub-Category 2

"I made a purchase with my credit account the other day, but I want to return it."

"I went in store to make a payment the other day, and none of your employees wanted to help me."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The next category we will review is 'Disco/Xfer'. The most common instance where this category will be used is where we in the C3 were unable to assist the caller. This could be due a need to refer the caller to a different department within our organization, or because the call was ended/disconnected, before we could obtain any information from the caller.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The next category we will review is 'Disco/Xfer'. The most common instance where this category will be used is where we in the C3 were unable to assist the caller. This could be due a need to refer the caller to a different department within our organization, or because the call was ended/disconnected, before we could obtain any information from the caller.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

After providing our greeting, the caller is no longer there.

"I'd like to offer you some pricing information on printer paper."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The next category we will review is 'Disco/Xfer'. The most common instance where this category will be used is where we in the C3 were unable to assist the caller. This could be due a need to refer the caller to a different department within our organization, or because the call was ended/disconnected, before we could obtain any information from the caller.Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"I'd like to offer you some pricing information on printer paper."

A former employee calls in to request a tax form.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The next category we will review is 'Disco/Xfer'. The most common instance where this category will be used is where we in the C3 were unable to assist the caller. This could be due a need to refer the caller to a different department within our organization, or because the call was ended/disconnected, before we could obtain any information from the caller.Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

You need to transfer a caller to their credit provider.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The next category we will review is 'Disco/Xfer'. The most common instance where this category will be used is where we in the C3 were unable to assist the caller. This could be due a need to refer the caller to a different department within our organization, or because the call was ended/disconnected, before we could obtain any information from the caller.Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

You need to transfer a caller to their credit provider.

A store calls in for assistance with connecting to another department.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The next category we will review is 'Disco/Xfer'. The most common instance where this category will be used is where we in the C3 were unable to assist the caller. This could be due a need to refer the caller to a different department within our organization, or because the call was ended/disconnected, before we could obtain any information from the caller.Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

A store calls in for assistance with connecting to another department.

After obtaining the caller's information, the call is disconnected or dropped.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Documentation Requests category will be used in instances where a customer is requesting that we send them a document for their records. This could be a request for a copy of a sales slip or a document related to their Signet stay account. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Documentation Requests category will be used in instances where a customer is requesting that we send them a document for their records. This could be a request for a copy of a sales slip or a document related to their Signet stay account. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

"I need a copy of my sales slip sent to me."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Documentation Requests category will be used in instances where a customer is requesting that we send them a document for their records. This could be a request for a copy of a sales slip or a document related to their Signet stay account. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"I need a copy of my sales slip sent to me."

"Can you send me a letter confirming my old Signet account has a zero balance?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Documentation Requests category will be used in instances where a customer is requesting that we send them a document for their records. This could be a request for a copy of a sales slip or a document related to their Signet stay account. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"Can you send me a letter confirming my old Signet account has a zero balance?"

Mailing a gift card to a customer as compensation for their disappointing experience with us.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Call Type Examples

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"Can you help me place an online order?"

Call Type Examples

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"Can you help me place an online order?"

"My order was due to arrive yesterday, but I haven't received it."

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"I placed an order online yesterday, but now I want to change it."

"My order was due to arrive yesterday, but I haven't received it."

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"A ring I ordered online 6 months ago broke, how can I get it fixed?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"A ring I ordered online 6 months ago broke, how can I get it fixed?"

"Can you tell me how I can add a warranty to my purchase?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The E-Commerce category option will be used for any question or concern related to one of our brand websites, or an online order. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"Can you tell me how I can add a warranty to my purchase?"

"How can I determine if an item is in stock at my local store?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Call Type Examples

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Call Type Examples

"Can you tell me how much an item is currently selling for in your store?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"Can you tell me how much an item is currently selling for in your store?"

"I purchased an item last week and it has already broken, what are my options?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"I purchased an item last week and it has already broken, what are my options?"

"Can a ring I purchased two years ago be sized down two sizes?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"Can you tell me if an item is currently for sale on your website?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"Can you tell me if an item is currently for sale on your website?"

"What is the status of my ring that is in for repair?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Merchandise category will be used for questions and concerns related to merchandise. Common instances of use for this category relate to pricing of an item, item quality, or general questions about item availability. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"What is the status of my ring that is in for repair?"

"I'm having trouble reaching my local store, can you help?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

"Is my repair ready for pick up?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"Is my repair ready for pick up?"

"My ring is broken, how much would it cost to get it repaired?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"My ring is broken, how much would it cost to get it repaired?"

"I picked up my ring from repair yesterday, and it still isn't fixed."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"Who can I speak with regarding the disappointing experience I had in your store?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"Who can I speak with regarding the disappointing experience I had in your store?"

"How much would it cost to add a warranty to my item?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Repair category should be used for questions or concerns related to a repair of an item through one of our store locations. Questions or concerns may be related to the status of a repair, the quality of a repair or the pricing of a repair. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"How much would it cost to add a warranty to my item?"

"Can you help me to better understand how I can reach my credit provider?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

We will use the Service category when a customer contacts us related to an interaction or experience they had with a Signet team member. This interaction could occur with a store team member, or a member of the C3 team. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Call Type Examples

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

We will use the Service category when a customer contacts us related to an interaction or experience they had with a Signet team member. This interaction could occur with a store team member, or a member of the C3 team. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Call Type Examples

"Who can I speak with regarding the disappointing experience I had in your store?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

We will use the Service category when a customer contacts us related to an interaction or experience they had with a Signet team member. This interaction could occur with a store team member, or a member of the C3 team. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"I called into your department yesterday and am disappointed with how I was spoken to."

"Who can I speak with regarding the disappointing experience I had in your store?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

We will use the Service category when a customer contacts us related to an interaction or experience they had with a Signet team member. This interaction could occur with a store team member, or a member of the C3 team. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

"I called into your department yesterday and am disappointed with how I was spoken to."

"How can I submit a request for a donation from your organization?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

We will use the Service category when a customer contacts us related to an interaction or experience they had with a Signet team member. This interaction could occur with a store team member, or a member of the C3 team. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"Can you tell me the total diamond weight of a ring I am interested in?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

We will use the Service category when a customer contacts us related to an interaction or experience they had with a Signet team member. This interaction could occur with a store team member, or a member of the C3 team. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

"How often do I need to have my item inspected for my warranty?"

"When is my monthly payment due?"

Sub-Category 2

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

"I placed an order in store for my customer and would like to know when it will arrive."

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"I placed an order in store for my customer and would like to know when it will arrive."

"Are there any promotional codes I could provide to my customer?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"Are there any promotional codes I could provide to my customer?"

"A customer never came to pick up their repair, what steps should we take next?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

Contacts originated by a customer.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

Contacts originated by a customer.

Contacts originated by a credit provider partner.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Store Calls category will be utilized in instances where a store team member calls into the C3 on a customer's behalf, or with a request for support or assistance in resolving a customer's concern. The concerns are very similar in nature to the requests we receive from customer's, the difference being that a store team member is initiating the request. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

Contacts originated by a credit provider partner.

Contacts originated by a third party on a customer's behalf.

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

Call Type Examples

"What does my timepiece warranty cover?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"What does my timepiece warranty cover?"

"How often do I need to have my item inspected for the warranty?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn more through some call type examples:

Category

Sub-Category

Sub-Category 2

"How long is my Extended Service Agreement good for?"

"How often do I need to have my item inspected for the warranty?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

"Can you tell me how much an item is currently selling for in your store?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

"Can you tell me how much an item is currently selling for in your store?"

"Is my repair ready for pick up?"

Action

Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Begin by clicking on 'Category' to continue.

The Warranty category will be utilized for questions or concerns related to any of the warranties we offer our customers. This includes both warranties that are issued automatically with the purchase of an item, and warranties that are purchased at an extra cost to the customer. Click through the cards below to learn instances you would not use this category:

Category

Sub-Category

Sub-Category 2

"Is my repair ready for pick up?"

"Can you help me place an online order?"

Action

Now that we have identified each Category that will be utilized, select "Sub-Category" to continue.

Category

Sub-Category

Sub-Category 2

Action

Sub-Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

Category

Once you have selected the appropriate Category that summarizes your customer's concern, your next step will be to select a Sub-Category. It is important to note that the each of the Sub-Category options will vary, depending on the selected Category.

Sub-Category

Sub-Category 2

Action

Sub-Category

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

Sub-Category options are a comprehensive list of the C3's most commonly reported concerns and inquiries and help to further summarize the customer's experience they are reporting to us. As we mentioned previously, this is only one of the steps in the process of dispositioning a case and the Sub-Category you choose will ultimately determine your next step. For this example, we will continue by selecting 'Quality' as our Sub-Category. Select 'Quality' to continue.

Category

Sub-Category

Sub-Category 2

Action

So far, we have identified our Category as 'Merchandise', and our Sub-Category as 'Quality'. Select 'Sub-Category 2' to continue.

Category

Sub-Category

Sub-Category 2

Action

Sub-Category 2

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

The Sub-Category 2 field operates just like the other steps in the Case Disposition process. An important component to consider is that not every Sub-Category selection will prompt for a Sub-Category 2 selection. When prompted to select a Sub-Category 2, we will consider the options available and selected the one most closely related to the customer's inquiry or concern. To continue, select 'Concern' for your Sub-Category 2.

Category

Sub-Category

Sub-Category 2

Action

Our selections so far have been 'Merchandise > Quality > Concern'. Select Action to complete the disposition funnel.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

The Select Action field is a very important part of your Case Disposition. In part, it works to help in identifying if we were able to answer the customer's question or address their concern, or if we need to escalate the case beyond ourselves, to another area of the C3 to determine a resolution. To continue, select 'Answered Questions'.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

The Answered Questions action will be a very common selection. It will be used in instances where we are able to resolve the customer's concern and no further action is needed. In addition to some action selections, Salesforce may populate a field asking for additional information to be provided that further identify components of the customer's inquiry or concern. For this disposition combination, the additional identifier requested is the SKU number for the item. To continue, click on the field to enter the SKU number.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

Category

To complete the Case Disposition process, you will select Save answers. This adds the selections and permanently saves them to the case. Click on 'Save answers' to continue.

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

The other action available for our Case Disposition example is Escalate to Case. This option will be utilized in instances where we need to escalate the case beyond ourselves. When a case is escalated, Salesforce will reassign the case to another area within the C3 team, and they will take over the case and work it through to a resolution. It is important to remember that this will only be utilized in certain scenarios and that most Case Dispositions do not result in the option to escalate. We will take a look at what concerns are escalated more closely, later in this module. To continue, select 'Escalate to Case'.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

Just like we saw with the action Answered questions, the Escalate to case action also results in additional identifier requests. Remember that these fields are required and are our opportunity to provide our Case team member Peer with important information they will need to resolve the case. To continue, click on the SKU field to enter the information needed.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

To complete the Case Disposition process, you will select Save answers. This adds the selections and permanently saves them to the case. Now that the case has been escalated, it will no longer be assigned to you, and will instead be added to the queue for the specialty area. Click on 'Save answers' to continue.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Category

Sub-Category

Sub-Category 2

Action

Action

Escalate to Supervisor

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

There will be instances where a customer may ask to speak to a member of leadership ("Can I please speak to your Supervisor?"). This is a common request received from customers in the industry if they are disappointed with the response or information they received from a customer service agent. Here in the C3 our escalation process operates a little differently than some other businesses. The primary reason for this is the unique autonomy every C3 team member has as an ambassador of Signet. Because of this unique autonomy, C3 agents do not possess any less authority or have fewer resources than the leadership team in place to support them. This means that every C3 agent has exactly the authority, resources and ability to service every customer's need, no matter what it may be. Click through the cards below to see an example of what this conversation might look like.

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Category

Sub-Category

Customer asks: "Can I speak with your supervisor?"

Sub-Category 2

Action

Action

Escalate to Supervisor

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

There will be instances where a customer may ask to speak to a member of leadership ("Can I please speak to your Supervisor?"). This is a common request received from customers in the industry if they are disappointed with the response or information they received from a customer service agent. Here in the C3 our escalation process operates a little differently than some other businesses. The primary reason for this is the unique autonomy every C3 team member has as an ambassador of Signet. Because of this unique autonomy, C3 agents do not possess any less authority or have fewer resources than the leadership team in place to support them. This means that every C3 agent has exactly the authority, resources and ability to service every customer's need, no matter what it may be. Click through the cards below to see an example of what this conversation might look like.

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Category

Sub-Category

Work to de-escalate.

Sub-Category 2

Reassure the customer. Let them know you are here to help. Explain that you have the same authority and access to the same resources as a member of leadership to acheieve a resolution.

Action

Action

Escalate to Supervisor

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

There will be instances where a customer may ask to speak to a member of leadership ("Can I please speak to your Supervisor?"). This is a common request received from customers in the industry if they are disappointed with the response or information they received from a customer service agent. Here in the C3 our escalation process operates a little differently than some other businesses. The primary reason for this is the unique autonomy every C3 team member has as an ambassador of Signet. Because of this unique autonomy, C3 agents do not possess any less authority or have fewer resources than the leadership team in place to support them. This means that every C3 agent has exactly the authority, resources and ability to service every customer's need, no matter what it may be. Click through the cards below to see an example of what this conversation might look like.

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Category

Sub-Category

Customer resists de-escalation.

Sub-Category 2

Offer a Supervisor callback. Do not quote or commit to when the customer will be contacted. Reassure them that as soon as a Supervisor is assigned to their case and has had the opportunity to research and compose a resolution, they will be contacted.

Action

Action

Escalate to Supervisor

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

There will be instances where a customer may ask to speak to a member of leadership ("Can I please speak to your Supervisor?"). This is a common request received from customers in the industry if they are disappointed with the response or information they received from a customer service agent. Here in the C3 our escalation process operates a little differently than some other businesses. The primary reason for this is the unique autonomy every C3 team member has as an ambassador of Signet. Because of this unique autonomy, C3 agents do not possess any less authority or have fewer resources than the leadership team in place to support them. This means that every C3 agent has exactly the authority, resources and ability to service every customer's need, no matter what it may be. Click through the cards below to see an example of what this conversation might look like.

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Category

Sub-Category

Disposition your case, and then select the 'Escalate to Supervisor' button to send to the Supervisor Callback Queue.

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Category

Sub-Category

Sub-Category 2

Action

Action

Selecting a Case Disposition should be viewed as a process. To select a Case Disposition, the Salesforce application will take you through a series of guided steps, working to eliminate disposition options that are not related to your customer's concern, and efficiently identifying the appropriate disposition. For this section, we will work through each of the sections associated with these steps. Next, select "Sub-Category".

In addition to the Save answers button, there are two other action buttons that are a part of the Case Disposition process. For this next section we will work to better understand these functions and when you will use them. Click on each point below to learn more.

Save as Draft

Category

The Save as Draft button can be utilized to begin the process of dispositioning your case without fully completing it. Because when we disposition a case to escalate it the system automatically reassigns the case, there is no option to edit it or add to the case, once it has been escalated. When utilizing the Save as Draft button, you may return to your disposition as the final step in editing the case to escalate it.

Sub-Category

Sub-Category 2

Action

specialityareas

when to escalate a case

introducing

specialty areas

Here on the C3 team, the inquires and concerns we receive are classified in two groups - E-Commerce and Merchandise. To support the more escalated concerns in each of these categories, we have two teams in place that are specifically tasked with working those concerns. In the last section of this module we saw the action of how to escalate a case to a specialty area. Next, we will review what concerns are escalated and how to know which specialty team should receive it. Click on the E-Commerce Team below to begin.

CASE ESCALATION TEAM

E-COMMERCE TEAM

E-COMMERCE TEAM

The first group we will review is E-Commerce. The inquires and concerns that fall into the E-Commerce category will be anything related to one of the company's brand websites, merchandise sold therein, or customer order that originates from a website. It's important to note that every E-Commerce experience is different - but from a first look at our company's website through to a completed order and every step in between, these inquires and concerns fall into the E-Commerce category.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquiries and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Order delivered but not received

Change Requests

Late Order

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

When a customer places an online order on one of our brand websites, a confirmation email is sent to them. In addition to the order summary, Signet extends a date commitment for when they should anticipate to receive their order that is referred to as the Anticipated Arrival Date. If a customer contacts us with a status request and the Anticipated Arrival Date has passed, it is considered a late order and should be escalated to the E-Commerce team to be investigated further.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Late Order

Missing Items

Incorrect Items

Case Disposition

Late Order

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Late Order

Case Disposition

Missing Items

Incorrect Items

Late Order

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquiries and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Order delivered but not received

Change Requests

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Missing Items

Incorrect Items

Late Order

A missing items concern can occur in a few different ways. The customer could report that they received their online order box, but it didn't contain any items. Another possibility is that the customer ordered multiple items from us and some items are accounted for in the online order box and some are not. If a customer contacts us and indicates that they are missing items from their order and it includes an item that should have been delivered by the time of the contact, it is considered a missing item concern and should be escalated to the E-Commerce team to be investigated further.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Case Disposition

Missing Items

Incorrect Items

Late Order

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Case Disposition

Missing Items

Incorrect Items

Late Order

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquiries and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Order delivered but not received

Change Requests

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Incorrect Items

Missing Items

Incorrect Items

Late Order

An incorrect item concern occurs when a customer orders a piece of merchandise, but then receive an entirely different item in their online order. If a customer contacts us and indicates that they received the wrong item in their online order the customer may resolve by going in store and exchanging the item. If this is not an option for the customer, the case should be escalated to the E-Commerce team to be investigated further.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Incorrect Items

Case Disposition

Missing Items

Incorrect Items

Late Order

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Incorrect Items

Case Disposition

Missing Items

Incorrect Items

Late Order

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquiries and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Order delivered but not received

Change Requests

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Change Requests

When a customer places an online order it is not uncommon for them to contact the C3 after the fact and request that a component of the order be changed. As a general rule, changes cannot be made to items that are finished goods; however, some changes can be requested for special order items. We will explore the differences between these items and how to identify them in a future module. If a customer contacts us and requests that a change be made to their special order item, we would need to escalate the case if the request was related to a ring size change, or an engraving change. In addition, if a customer contacts us with a request to change a shipping address and the customer's request is a result of a fraudulent order or the address being entered incorrectly by a Signet team member at the time the order was placed, it should be escalated to the E-Commerce team to be investigated further.

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Change Requests

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Change Requests

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquiries and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Order delivered but not received

Change Requests

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Order delivered, but not received

Missing Items

Incorrect Items

Late Order

Our final topic for this section will be order delivered, but not received. This occurs when the tracking for an online order is updated to reflect that the package was delivered but the customer is stating it was not. If a customer contacts us and indicates that their tracking reflects delivered but they never received the package and the order total is over $500.00, the case should be escalated to the E-Commerce team.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Order delivered, but not received

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. Now we will look at some concerns that you as an agent will be able to address within your autonomy. Click through the cards below to see examples of situations that do not need to be escalated to the E-Commerce Team.

Customer calls for a status update, but the order isn't due to arrive for another two days.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. Now we will look at some concerns that you as an agent will be able to address within your autonomy. Click through the cards below to see examples of situations that do not need to be escalated to the E-Commerce Team.

Customer calls regarding an item missing from their order, but the item is being shipped in a separate box.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. Now we will look at some concerns that you as an agent will be able to address within your autonomy. Click through the cards below to see examples of situations that do not need to be escalated to the E-Commerce Team.

Customer calls in about receiving the incorrect item for their online order, but they indicate they want to go into a store and exchange the item.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. Now we will look at some concerns that you as an agent will be able to address within your autonomy. Click through the cards below to see examples of situations that do not need to be escalated to the E-Commerce Team.

Customer calls in on an online order they placed the day before and requests that we change one of their gemstones from a garnet to a ruby.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. Now we will look at some concerns that you as an agent will be able to address within your autonomy. Click through the cards below to see examples of situations that do not need to be escalated to the E-Commerce Team.

Customer calls in and says they just received their order, but when they opened the package the chain on their necklace was broken.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. Now we will look at some concerns that you as an agent will be able to address within your autonomy. Click through the cards below to see examples of situations that do not need to be escalated to the E-Commerce Team.

Customer calls in and reports that the tracking information for their $329.52 online order was updated to show delivered but the package wasn't received.

introducing

specialty areas

Here on the C3 team, the inquires and concerns we receive are classified in two groups - E-Commerce and Merchandise. To support the more escalated concerns in each of these categories, we have two teams in place that are specifically tasked with working those concerns. Now that we have covered what is and is not escalated to the E-Commerce Team, we will review similar topic points related to merchandise for the Case Escalation Team. Click on the Case Escalation Team to continue.

CASE ESCALATION TEAM

E-COMMERCE TEAM

E-COMMERCE TEAM

CASE ESCALATION TEAM

The next group we will review is the Case Escalation Team. The inquires and concerns that fall into the Merchandise category will be anything related to one of in-store purchases, repairs, or service and warranty concerns. It is important to note that a wide variety of topics fall under the merchandise category. As general rule, if a customer's concern is not E-Commerce related, it is a Merchandise topic.

When a customer calls in regarding a disappointing experience they have had that is Merchandise related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the Case Escalation specialty area. Click through each of the example concerns below, to see which topics should be escalated to the Case Escalation team.

Warranty Topics

Repair Topics

Service Topics

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Lost/Damaged in Signet Possession

One of the greatest competitive advantages that Signet offers is our repair services. Through our Design and Service Centers, Signet's jewelers will repair merchandise that is brought in through our store locations for both domestic and foreign jewelry pieces alike. This Case escalation topic is unique because there are several different scenarios and circumstances that could cause this concern type to arise. If a customer or store partner calls in and reports a concern related to any of the below, the case should be dispositioned to escalate to the Case team:

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

• Item is lost when being shipped from the store to the design and service center, or vice versa.
• Item is lost while at the store or design and service center and cannot be found.

• Item was damaged while being worked on by a store partner or jeweler.

• Item was repaired within the last 6-months and was lost during wear.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Lost/Damaged in Signet Possession

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Lost/Damaged in Signet Possession

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Custom Concerns

Custom designed merchandise is an exciting purchase option that Signet offers. It puts our company in a position where we can meet the jewelry needs of all of our customers, even if the jewelry item currently only exists in their dreams. Our custom design process is intricate and laid out with great intention to ensure every custom piece we create is exactly suited to our customer's unique needs. Custom concerns occur when the customer becomes dissatisfied with the design process or the jewelry item created. If a customer or store partner calls in and reports a concern related to any of the below, the case should be dispositioned to escalate to the Case team:

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

• Custom design process is not followed.
• Communication breakdown between customer and store during custom design process.

• Dissatisfaction with the final custom piece.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Custom Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Custom Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Switch Allegations

Switch allegation is a topic that should always be taken very seriously. When a customer brings an item into our store location for repairs or service, they entrust us with item completely, knowing that when the item returns, it will have new life and look as brand new as possible. A switch allegation occurs when a customer is concerned that the item returned to them after repair, is not the same jewelry item originally brought to them. If a customer calls in a states that their item has been switched in repair, or that they were given an item back that is not theirs originally we will need to thoroughly investigate the basis for the claim. If our resources support that the customer's item or a component of it may have been switched by mistake, the case should be escalated to the Case team.

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Switch Allegations

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Switch Allegations

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Home Office Repairs

As we mentioned previously, we offer a wealth of repair services through our field Design and Service Centers. We also offer some repair services exclusively through our Home Office Repair shops located conveniently across the United States. Home Office repair concerns are different than other concern types due to the complexity of the work being completed. If a customer or store partner calls in with a concern related to a repair being completed by a Home Office Design and Service Center, the case should be dispositioned to be escalated to the Case team:

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

• Repair completion delay.
• Home Office Repair unresponsive.

• Status request on a vendor repair.
• Unclaimed repairs sent back to Home Office.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Home Office Repairs

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Home Office Repairs

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save Answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Watch Quality Concerns

Watches are some of the more delicate jewelry items sold in Signet's collection. Watch Quality Concerns occurs when a timepiece purchase is outside of our return policy (over 30 days have passed since purchase), and quality issues present themselves that cannot be resolved through our repair processes. If a customer or store partner calls in with a concern related to a watch quality concern & the watch is not eligible for return or exchange, the case should be dispositioned to be escalated to the Case team:

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

• Watch is outside return policy and isn't working correctly.
• Watch is outside of return policy and customer is disputing warranty charge.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Watch Quality Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Watch Quality Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is Merchandise related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the Case Escalation specialty area. Click through each of the example concerns below, to see which topics should be escalated to the Case Escalation team.

Warranty Topics

Repair Topics

Service Topics

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Warranty Repair Concerns

Our next topic addresses customers who have merchandise that is in need of repair, but they are not able to visit a store location. This circumstance could vary in several different ways but includes the following:

Missing Items

Incorrect Items

Late Order

• Customer lives in an area where they cannot reasonably travel to a Signet store location.
• Customer now lives overseas.
• Customer lives in Canada.

If a customer calls in and is in need of a repair to an item that is covered under one of Signet's warranties but they do not have a store location to travel to, the case should be dispositioned to escalate to the Case team.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Warranty Repair Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Warranty Repair Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is Merchandise related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the Case Escalation specialty area. Click through each of the example concerns below, to see which topics should be escalated to the Case Escalation team.

Warranty Topics

Repair Topics

Service Topics

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Appraisal Concerns

Missing Items

Incorrect Items

Late Order

One of the service options we offer our customers is Appraisals. Through our Jared and Kay brand stores, customers can bring us their domestic and foreign purchases and have them appraised by a third party, certified appraiser. While the process of having an appraisal completed does look slightly different between both brands, concerns related to appraisals are generally the same.

Change Requests

Order delivered but not received

Damaged Merchandise

If a customer or store partner calls in with concerns about the value assigned to an item for an appraisal, the case should be dispositioned to escalate to the case team.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Appraisal Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Appraisal Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Diamond Certification Concerns

Missing Items

Incorrect Items

Late Order

Certified diamonds are a purchase option available in our stores. By investing in a certified diamond our customers receive the benefit of a timeless, beautiful diamond along with a report completed by an independent lab that tells the story of their diamond. The diamond certifications contain information related to the characteristics and creates a transparent purchase experience for our customers to truly know and understand their investment. If a customer contacts us with concerns related to their Diamond Certification and states their report doesn't match their unique diamond, the case should be dispositioned to escalate to the Case team.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Diamond Certification Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Diamond Certification Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save Answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Cash to Gift Card Refund Assistance

One of the ways the C3 team supports our store partners is in the area of refunds. For our Dallas brand store partners, their Point of Sale systems operate with restrictions. A very specific example of these restrictions comes in the form of tender for tender refunds. In the event that a customer visits a store location and selects merchandise that is only available for purchase through the website and they wish to pay with cash, a gift card would need to be purchased using the cash. Once a gift card is obtained, the online order can be placed using the gift card. If the customer should later want to return the online order item and receive a refund, the store would only have the option of refunding to the gift card. If a store partner should call in saying they need to have refund issued for an online order originally placed with a gift card, a check will need to be requested. For all contacts of this type, the case should be dispositioned to escalate to the case team.

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

Cash to Gift Card Refund Assistance

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. While there are no additional identifiers associated with this disposition, there is additional information that will need to be included in your documentation. Click on 'Escalate to Case' to view this information.

Change Requests

Order delivered but not received

Damaged Merchandise

Cash to Gift Card Refund Assistance

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Piercing Concerns

Missing Items

Incorrect Items

Late Order

Another service offered in select Signet store locations is Piercings. It will be important to remember that this service is not available for all Signet brands and the extent of piercing services will vary by location, as well.

Change Requests

Order delivered but not received

Damaged Merchandise

If a customer calls in and indicates that they are dissatisfied with their piercing experience, the case should be dispositioned to escalate to the case team.

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Piercing Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. While there are no additional identifiers associated with this disposition, there is additional information that will need to be included in your documentation. Click on 'Escalate to Case' to view this information.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Piercing Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Discrimination or Harassment Concerns

Our next topic is one that should always be taken very seriously and handled with a great deal of sensitivity. Signet has a zero tolerance policy for any and all behaviors associated with discrimination or harassment. These topics go against everything our company stands for. When concerns of this nature are brought to our attention, it is paramount that we thoroughly investigate the concern and ensure that steps are being taken to address any areas of opportunity. If a customer calls in and states that they were discriminated against or harassed, the case should be dispositioned to escalate to case. In addition for these topics, we should never offer an apology to the customer or imply a resolution. Our purpose in the interaction will be to gather the facts related to the interaction and then escalate to the Case team, so a thorough investigation can be completed.

Missing Items

Incorrect Items

Late Order

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Discrimination or Harassment Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on the additional identifier fields to complete the disposition.

Change Requests

Order delivered but not received

Damaged Merchandise

When a customer calls in regarding a disappointing experience they have had that is E-Commerce related, the concern will be resolved in one of two ways. The majority of inquires and concerns we will be able to address within our autonomy, but some specific concerns will need to escalated to the E-Commerce specialty area. Click through each of the example concerns below, to see which topics should be escalated to the E-Commerce team.

Discrimination or Harassment Concerns

Missing Items

Incorrect Items

Late Order

Case Disposition

Here is an example of how you would disposition this customer concern. Click on 'Save Answers' to continue.

Change Requests

Order delivered but not received

Damaged Merchandise

You should now be able to...

Case Dispositioning

Conclusion

Dispositioning to Escalate to Leadership

Dispositioning to Escalate to a Specialty Area

THANKS!

You may now exit this module.