Digital Ideas & Requests Portal

DF/CC Policies - to be added to the policy meeting June 2nd

Review, update and create the following policies for Digital Fulfilment and Customer Care, which can be shared and used globally to create consistency in customer experience.

-Update Sample policy - (current policy used in the EU attached)

-Review returns & reissue policy - No quibble/Photos required/info needed for feedback to DF etc

-Guidelines for sending RAK's - not to be used for marketing/are staff empowered to do this/is there a budget

-Review and align SLA's - Setting the correct expectations and using these as measurements (Link to KPI's & Reporting)

Can we create a shared place for this info so any updates can be seen and implemented quickly?

  • Becks Johnson
  • May 26 2016
  • In Progress
  • Attach files
  • Naomi Rankin commented
    May 26, 2016 11:06

    We could populate the knowledge base on Zendesk to share these policies internally with all the group countries. The first 10 European countries will start using Zen from June 1st.

  • Tanja Hofmann commented
    June 1, 2016 13:58

    Adding a couple bits to this :)

    - shipping times, shipping cost

    - freshness, naked, iconic parcel (printed assets/inserts)

    - new customers

    - Customer Care: response times, knowledge database