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EXCHANGE AND RETURNS (POS COUNTER QUEUE (1 SERVE, 5 WAITING, BACK OFFICE…
LEFT ITEMS
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IKEA PAID ITEMS
-WRITE IN SAF (+)
-INPUT IN LEFT ITEM CRM
-VIEW CCTV WHEN NECESSARY
-RECEIPT NEEDED DURING COLLECTION
-WRITE IN SAF (-) TO TALLY WHEN COLLECT
-IF CUSTOMER DECIDE TO RETUN, MUST ALSO WRITE IN SAF (-) TO TALLY
RETURNS
NORMAL RETURNS
-NORMAL PROCESS
-CODE 1, 2, 3, 4 AND 5
REFUND VIA CASH, EGRC OR CARD (CREDIT AND DEBIT)
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RETURN LABELS
-COMPLETE WITH ITEMS TO PASS TO RECOVERY TEAM
-CHECK HOLDING JOURNAL DAILY
-MISSING / INCOMPLETE TO BE CHECKED WITH TL OR MANAGER
IKEA FAMILY
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TO ASSIST WHEN CREATING IKEA FAMILY MEMBERSHIP HAVE AN ISSUE SUCH AS ELDERLY NEEDING HELP, SYSTEM ERROR
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CHECKLIST
DAILY CHECK TO BE COMPLETED, SIGN BY TL OR MANAGER AND COMPILED ACCORDINGLY
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SPARE PARTS
CHECK RECOVERY
IF AVAILABLE, DEPENDS ON SITUATION FOR CUSTOMER TO PAY OR NOT
IF NOT AVAILABLE, TAKE CUSTOMER DETAILS (PDPA), CREATE CASE AND PASS TO TL TO ORDER FROM A.S.A.P.
EGRC
CURRENT PRACTICE IS CUSTOMER TO PURCHASE AT CHECKOUT, ASSITED BY CHECKOUT TL
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POS COUNTER QUEUE
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TEAM LEADER, MANAGER AND CR MANAGER ARE ALL TRAINED TO ASSIT WHEN NEEDED
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