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Induction revamp (The LEGO Group (blue) (Tone of voice (FRKE, Call…
Induction revamp
The LEGO Group (blue)
LBR
Corporate training
Welcome
HR & H&S
ERGO TOOL
KPIs
Coaching
Policies & Procedures/Brick Promise
Tone of voice
FRKE
Call handling
NPS
Writing skills
Donations & Charity
The Advisor Role
Data protection & PCI
ITD
Trademark
LEGO.com/service and online Shop
Website issues
COPPA
Safety
Orders (yellow)
Tracking
Shop
Paid parts and Online Parts Payment & FAQs
Order review
Consumer requests assigned to OST
Returns
Refunds
Exchanges
Shop/Parts Order follow-up
Payment methods
Invoice
FOC orders
Shop order policies
Missing / faulty / wrong parts
Products (red) & Elements
Product introduction
Intro to parts
Parts policies
MINDSTORMS
LEGO Education
LEGO Boost
Apps
Dimensions
Video games
Core & Licensed products and Story lines
TECHNIC and Power Functions
RPM Policy
Support (orange)
Fraud team
OST
L2ST/OSS
IT/Service Desk
WFM
Team leaders
Evaluations
Live App
Side-by-sides
Listen-ins
Monika
Tools (green)
Bricktionary
Email handling
Reply emails
Templates
Transfers
CRM intro
Intro to consumer requests
Consumers
Brickopedia
Verint
BCM intro
Call backs
Presence codes
Outbound calls
Warm transfers
Letters and Parcels
Matrix
Resending mail
PayPal refunds
Card declines
Loyalty programmes (light blue)
VIP
LEGO Life (Club?)
LEGO ID
LEGO ID Admin Tool
Catalogue
Fansites activity (cheatsheet)
LEGO Ideas
AFOLS