H*N Tips/Tricks **HOW TO LOG INTO H*N**

[angelmom]

Finding the "Daily Special" for the following day:

In the CL*C screen, click on the CL*C icon in the top right corner... it will bring up the H*N sales site... in the right column click on "specials". It will show you the daily specials for the week! ((thanks Sherry))

Finding what the Show Host is wearing:

In the W*st sales site, click on "Show Host".. it will show what the host is wearing and if it's H*N's or their own.

To find a customer quickly:

Go to the the "service" tab... click the left magnifying glass and put the customers telephone number in the "phone number" space (without the dashes)... verify their name and zip code... and it will bring up the customer orders.

To cancel an order already placed:

Proceed with the directions just above.. it will bring up the order screen for that customer... highlight the order to be canceled... go up to "actions" and then pick "cancel order"... give the reason for canceling. Confirm the cancelation with the customer and end the call.

To find the next show schedule for the future weeks or month:

Go to the W*st sales page... on the right click on "show schedule"... you can choose the show the customer wants from alphabetical list or from the host name. It will give when the next show (that your customer wants) is to be aired.

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If any of you veterans have some "tips and tricks" please post them! But only "Tips and Tricks"... no "off topic" items please.

Thanks!
Karen

[angelmom]

How To's of H*N


How to LOG a call (FlaMom)

Go to the A** screen, hit Log Calls button..it will say "disconnect call" click it then hit the 'next' button on the bottom of the screen.. it will then give you a list of choices (sale, no sale, transfer), click the appropriate button, hit the 'next' button again and you are done! Don't forget to hang up your phone!

How to Transfer a Call (RaeVynn)

On the A** screen, choose transfer. It'll pop up another screen with different places to transfer, choose the correct option then click next. A screen with a script and the cust service number p*ps up with a button to use to actually send the call, click that, then next. Then log the call as a tranfered call.

How to Transfer a customer applying for H** Card (RaeVynn)

[Transfer them to G***C]
G**C Specialists support the H** private-label charge card (PC)
-Help customers apply for the H** charge card
-Bootyist with Club Card statement questions

** How to Add a New Customer ** (Tekmommi)

When you enter the phone number [for the customer] a window will pop up, you can click on new and you will be prompted from there.

How to Cancel a Previous Order ( petunia228 )

Hi when I have a customer call that wants to cancel an order I use the check on an order option. when you click on sales tab when the call first starts then the down arrow on the box where it says 'place an order', I choose check on an order. When the screen appears click on the left magnifying glbooty and I usually enter the cust. phone # with the * after it and click on the right magnifying glbooty. This brings up the customer info screen and below will be the orders they have placed. Verify cust info-name, address, etc. the click on item tab and locate the item cust wants to cancel and click on the item to highlight it. The actions will appear in the menu line at the top of the screen. click on actions and choose cancel an order. A box will appear verifying that you do want to cancel this item. I advise the customer that I am canceling their item and that it cannot be undone. Wait a couple of seconds and scroll to the right and it should show that cancel is pending

How to convert a check payment to cc ( bunnyslippers )
1. when you are looking at the orders under order details line items,

2. highlight that order,

3. then click on the payments tab on the
bottom of the screen

4. go up to the Actions menu and you should see change method of payment, just select change check to cc

5. the cc screens you see next should look familiar


How to Cancel a Record Line (THtweety)

1. Highlight the record line of the order to be cancelled in the Line Items list applet.

2. click on the down pointing arrow button in the Methods field to display the dropdown
picklist.

3. Select "Cancel Line" from the picklist by clicking on it with your mouse, or use your
up and down arrow keys and press Enter or Tab when "Cancel Line" is highlighted.

4. Press the "Go" button to the right of the Methods field using your mouse, or press
Tab and Enter.

5. The status in the Line Item Status column in the Line Items list applet will change to
"Cancelled" and the order will be cancelled. If the order cannot be cancelled, an
informational message will indicate the reason.

6. click the Resume SmartScript icon, and press Enter or Tab to continue.

How to Change the Ship To: Address (Amy)

click on the item line and tab over to the shipping address, click on the drop down bar and it will let you choose a different address if they have it on file or add a new ship to address. Then click on the 'resume smartscript' button and continue with your call.

Show host & guest items - How To Find! (Amy)

In the metaframe, click on the 'We*t SALES' icon. When this opens, look to the right and it will say 'SHOW HOST ITEMS'. click on this link and it will open up with all the info you will need. It shows the host items and the guest items.

There is also an icon on the metaframe that says 'SHOW HOST' but this only came up correct for me 1x. Maybe it was a glitch, but I know I can get to it the other way.

How to find the QUANTITY of an item

click the "finds" button. Enter the item number. When the item comes up, at the bottom of your screen there will be a bunch of information about the item. At the bottom right corner, there is a button that says "Display Qty". click that and a box will pop up telling you how many they have left in stock.

By FlaMom & Storm:

How long can people wait to send their check in before the item is automatically cancelled?

Their check must be received within in 10 days or the item is automatically cancelled (don't remember if it's business days or not), their item will be shipped within 10 days after their payment is processed (after the check clears).

When you cancel an item do you get a cancellation #?

Nope, no cancellation number, but the status changes to "cancelled". You have to arrow right to see the new status.

Can you expedite delivery for all items? I clicked in the line item applet and went to the Rush box and changed it to Y...however the item was on extended delivery so it couldn't be rushed...is this the right procedure though?? **

That's absolutely the right procedure; Some items cannot be rush delivered. For items that can't, the sytem will not allow the "N" to be changed to a "Y". For example, certain items that are fullfilled by the vendor can't be changed to rush delivery.

How to Check on an Order (Storm)

1) click on the top applet to activate it and search for the customer by hitting the left hour glbooty (to clear the fields), and enter your search criteria (I usually just use their phone number (w/area code no dashes). Then click on the right hour glbooty to perform the search. Once you have the account visable go to/click on the 2nd/middle applet...

2) click "clear" (on the left side of the middle applet), to clear all the fields and then either enter their order number, and/or select the month and year and then hit the "retreive" button on the right side of the middle applet. This "should" fill up the 3rd/bottom applet with their orders...

!!WARNING!!! You may get NO results, IF, they gave you the wrong month, or they ordered VERY recently, like today. If no item(s) appear, I xfer them to Customer Service (with their permission, of course)

Now, if the order/item(s) they're calling about do show up. click the 3rd/bottom applet to activate it, and arrow down to the correct order. Then, either cancel it (by clicking the "cancel order" buttom), or provide them w/the info they need.

NOTE:
Each item must be cancelled individually, AND, the item will NOT disappear from the screen, but it's status will change to cancelled (you just have to arrow to the right to see the new status).
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General TIPS (Storm)

1). Always have H**.com up. I've found items and item number quicker and faster there. I only use the "finds" screen for the past shows.

2). I always also keep H**tv up. It's were you can watch the show live. I turn the volume down only during calls. It really helps when people don't have their item numbes, or say things like "I want what's on now". Remember, the think you're there in the back of the studio somewhere taking calls (lol).

3) When I look up a customer (to check on or cancel an order), I use their telephone number more than their lastname* asteristk* etc. because there may be 10 John Smiths, but the telephone number (more than often) unique. Also, if the know it, I'll use their customer number to search.

4) Tip #4...Don't panic! This is probably the most importan one. Most of the H** callers are patient, and they also appreciate you looking up item/item numbers for them. You can always cancel the order and start over if you've reached a point where you can't go back and modify something. They don't have to know you're cancelling it.

5) Upsells...sometimes you'll get the same upsell more than once...here's why and an example. The caller ordered 2 sweaters (a red one and a green one), the upsells is matching pants...you'll get an upsell for to offre them pants for each sweater ordered. If they say no on the 1st one, I don't read the 2nd one. Don't let that freak you out...I say that because it confused me the 1st time.

6) I keep a teeny-tiny spiral notebook & pen next to me. This helps in a few ways...If I have to cancel/start over, I don't have to frustrate them by asking the item(s) number(s) again. I also try to get, verify (using H**.com), and jot down all the items/item numbers up front...for me it makes the workflow go smoother and faster; and you don't get 1/2 way through a call/order and they say "Oh that's not want I wanted".

7) I know this was covered in training, but I completely forgot it on my 1st 2 shifts...the Item currently on the show, is the item number that shows up when you select "place an order", and the item name is in the top right corner of the screen. I could have saved myself sooooo much time if I'd remembered that.

Items number that begin with "00" (zero-zero), USUALLY are entered with just the last 4 digits. For example...item number 001234 would be entered 1234. I spen 10 mins on my 2nd shift 'cause I thought the lady was giving me the wrong number...If I had checked H**.com OR the "finds" screen, the 4-digit item number would have been right in front of me.

9.) If you someone tells you they want something that they just saw on a show but do not have the item number then you can use the finds button and when you click on it, it will bring up all the items that have been and will be showed in that hr. You can also do a search for a paticular hr or day by inserting the date and time in the fields.

[Stkydesrt]

I am adding what was once only available through PM. I've updated the information and hope this helps those of you loggin in for the first time. I decided to post it on the board for a few reasons, but mostly because I know I wasn't getting it out to everyone who could use the information, but don't post on the board. So here ya go :

Welcome to H*N! Hope this helps a little :

Do you have all your downloads? The authorization certificate and the Citrix? Look for answer ID # 105 for instructions on the Citrix download on the .net site under help/support. The authorization download is answer ID # 174.


I always start my sign-in by opening the H*N.com site and minimizing it..then I open another internet explorer to sign in....

Ok, if you've done that then you will need to go to the metaframe page.

Note: you cannot sign in until 10 minutes before your shift starts.
htpps://c#nnect.work#thome#gent.net

Use your regular West name and password on the first page.....


Once you are in you can poke around at the West Sales Site icon (tool box)....I would recommend you keep it open and while you are on a shift you can browse around and get familiar with the information available. I always look at the TS/Upsell located on the left and make note of what the today's special is (and you can see what tomorrows will be too...handy if you ever work the shift where the Today's special changes...12am est).

Ok...once you have made note of the TS and whatever information you want to know you can minimize it and then you should next open the H*N Portal icon.....this is where you will sign into the H*N part of the system. Use your given log-in name and password....you will need to change your password when you get in.... Next you will open the Clic icon....type in your Log-in user name and password for that.... you will also need to change that password once you get in. Don't worry if you get an error messge pop-up, this is normal and doesn't mean anything...just click OK. I always click on "Sales" so the greeting screen is ready to go and adjust it to be where I want it. (upper right hand when un maximized works best for me) There, you are ready for the next part....

You can close the clic log-in page and go back to the metaframe page. At this time I usually make note of the type of show I'm working...if its a clothes show I open the "what the host is wearing" and minimize it. (it's also located on the WSS so if you leave that open, you can quickly access it) Anyway...next you need to sign into the West site....click on Call Taking Site icon....log into the site using your usual West name and password.....be sure to read the Message pages ....if you are 5 minutes or closer to your shift starting, you can click on the start work button. ADE will launch. I always adjust it so it's not so huge and annoying...lol You can close the contractors page and then metaframe page if you want to. When you are ready hit the sign on button and the make ready button.....your phone status will change from 'waiting for call' to 'incoming call' when you are getting a call in. As soon as the words change I maximize the clic screen and click on the arrow for the drop down menu so it's ready to go when I answer the call..... DO NOT PICK UP THE PHONE UNTIL IT RINGS!

When your phone rings answer it and good luck!!!!! Don't forget there will be a recording that says "H*N" before you can speak, so hesistate when you first pick up the phone. This will happen on every call.

After the call is done you will need to make sure you advance past the good bye screen. then click on "sales" again so you'll be ready for the next call...un max the clic and log your order in ADE....you are now ready for when the next call comes in....

A few helpful tips:

On H*N.com look in the left menu....click on weekly product review. You will see the last 3 items aired and a list of shows....you can click on the name of the show (not on the item's link) to see all the items scheduled to appear in the current show. I make note of the numbers so they are easy to access while on a call. Sometimes items will be on the show that are not scheduled...just keep an eye out on the clic in the upper right hand corner(if you are working a slow show hitting cancel and "sales" again periodically will refresh the "on air" item information, so you can catch any items not on the H*N.com site or any Matrix items that come up)...if a number Pops up that is not on your list already, you can quickly jot it down (I also make a quick note of each of the item names so you can find them). If you happen to miss an item you can hit refresh on the weekly review page and usually find the missing item that way....

Feel free to ask any questions you have once you get going...clic can be confusing, but give it a serious month before you decide if you like this line or not...each shift gets easier

[Stkydesrt]

The following is an ongoing compilation of posts from the board with tid-bits of information. Thank you to all members for your participation!!


~The ALC question-

-I just don't make any extra conversation if at all possible. Some customers will talk your ear off no matter what you do, and when I get those, I say something along the lines of "Ma'am, I'd love to get this order completed for you, I'd have to have a system problem or something" and that usually works.

-
My best advise...
1. learn quick script
2. talk fast and CLEARLY-- MOST IMPORTANTLY SMILE AND BE FRIENDLY!!
3.leave very little room for them to start up conversation- streamline (get a rhythm or flow to the call)- If you get a chatter it's perfectly ok to interrupt with something like "I apologize, I hate to interrupt, however I do need to complete your order. May I have your telephone number please?"
4. Know where and how to find/perform every function you can possibly learn
5. Know policies and procedures off the top of your head
6. Basic- straight forward orders are your friend (A straight basic order usually takes me around 60-70 seconds and I still hit all the points... Value statement, upsell, FP, R&C, Probe etc.)
7. Learn the H*N.com site like the back of your hand...also watch the channel whenever you can... this really helps when you watch the airing of the show you can answer simple questions without having to click anything to find it
8. The WSS is a great place to have read at least once front to back... you will find so much information there it's crazy

So basically... knowledge is power, control the conversation, and don't forget to SMILE!!!

There are just going to be some calls that take a long time... I have calls that last 20 minutes or so and there is no way to prevent those... you just have to make up for them with other calls. Some shows are going to bring you those assassins one right after the other, but there are also shows that will bring you nothing but short and sweet orders. Working more hours will help balance everything out.

-if you don't get an order placed within certain time limit, the order "times out" which means you have to start all over again. I don't know what the time limit is on it before it does that, but you could politely tell the long-winded customer that you need to continue with the order before it times out and you have to start all over again and ask them the same questions all over again...That is a pain to do, believe me.
-Clic will time out after 10 or 15 minutes (If I remember right)

Rule of thumb... complete an order after every 10 items or 10 minutes, so you don't lose the current order then start again.

-I also sometimes tell the customer that if I don't complete the order quickly, it might sell out. Now, normally, once you start the order process, it reserves it for your caller, but if they yack on and on and the system times out, then they will have to start over and might not get the product. I also make appropriate noises (sympathy, agreement, amusement) and steer the call right back to business. If there are too many questions, I refer to the website or the manufacturer. I tell the customer that we are really busy and calls are backing up so I need to move on. I discuss nothing personal about myself, beyond that I am in a call center in TX.

-I have learned to anticipate the clic screens. Confirm Custy info and MOP found on The Dashboard (Top of clic)


~ When you get the "CC on another account" pop-up:

- there are 2 things you can do.. After you have established that they do infact have another account (there are several reasons people will deny they have an account already the most popular reasons are they've forgotten or they are trying to pull a fast one and use a "new customer" coupon for a discount) you will need to make the call to 1)transfer them to CS or to 2)update the account yourself. If they are nice and I don't feel they are going to be an issue and the item they are ordering isn't selling out, I'll update the account.
To update the account yourself you will need to write down the phone number on the old account. Cancel the current order (not doing this will make it impossible for you to change anything....even after you have used actions and "go to customer"). Reorder items...enter old phone number, tell that pop-up "no" Update all information and continue with order updating CC as you go. It does take extra time and I'm pretty selective in who I will update the information for.
If the item they want is selling out fast I'll put it on check hold, so they don't lose the item. I let them know I'm going to transfer them to CS so they can have the accounts updated and merged without losing the item and they will still be able to use the CC. I have them write down both acct numbers just to make life easier for CS.

-If you were attempting to order on an established account and ran into the CC being on another account, then you would, again, locate the old account...verify all info etc etc. If that one needed to be updated, then you would cancel item (depending of course on if the item was selling out or not..if it is then do the check hold and send them on their merry way to CS), this time instead of reordering, you would click on update customer account... find the old account, update all info...go through goodbye. Now you would replace the order, enter updated phone number...there should now be 2 accounts ..tell pop-up no.. this is when you will be able to see both account information at once...scroll across and make sure ALL info matches exactly. Then call SA and ask them to merge the account... go back to customer and finish order.
As you can see there is no easy way out of things once you see that dang "CC exists on another acct" pop-up.... Thankfully they allow us to send to CS... for a while they wanted us to fix it. So, unless you can hold up to the ALC hit, just let them know the situation and explain that CS will be able to update, merge and straighten out the accounts

~ Merging Accounts:

-When you type in the updated phone number after you have made the old one updated (or any time you have 2 accounts that need to be merged) you will tell the pop-up no... it will bring you to the page where you can update the info... the 2 (sometimes 3 UGH) accounts will be in separate lines in the upper applet.. I just scroll across and double check that everything is the same... anything that needs to be changed you just click on that area and update the info needed in the lower applet... continue until all info is the same.. you will then call SA... ask them to merge the accounts... they will ask for the phone number... then they will merge them, give you the account # they kept... you will then select the account they kept and go back to the customer and complete the order.

~ What is a "check hold" ?

-This is when you place an order for someone with check as the payment option. You do need to complete the order before going back to fix any issues.

Doing this keeps that item for the custy for 10 days. They can change payment type within that time...or even just after you get their problems fixed.

-I tend to do the check holds a lot. From what I have read though, if an item oversells the check orders are the first to get canceled.

-If someone is calling to order a different size of a shirt they ordered. Always go and make sure the new item is available first, and start placing the order before you cancel the first item. I forgot to do this early in my *** experience, and ended up with a customer who didn't get the new item and lost the original item they ordered.

~How to move columns in the Line Items Applet:

-When you are in the applet that you want, right-click in that area and you can rearrange the columns however it suits you

It will remember your settings every time you log on (until they do a mass-upgrade, then it resets everything to default and you have to do it again.)

~ Value Statement help:

-Great price!
Good choice!
Pretty color!
A quality product!
It's been really popular!
Amazing product!
Beautiful outfit!
That's gorgeous!
That is sooo beautiful!
It's a great product!
What a value!
Can't beat this price!

-"That's a very popular item today"
"That's the wigamajiggy for $12.50? Wow, that is a GREAT price, how many would you like?"

-Great Chioce!
I love that color!
I can't believe that price (only if I know it really is or this opens a huge can o' worms)
if I know nothing about the item:
That is very popular!
Once in while I say
Wow, that is beautiful
Oh! I love that!
If they tell me its a gift, I say something along the lines of.. they are going to love it! If its something strange I will change it to, what a great gift idea!




~Have more questions?? Post them on the board!! If I've missed something already on the board that should go here, let myself or one of the Mods know.. and we can add it! This will be an ongoing reference of tidbits from our wonderful knowledgeable members!!

[Gwenefar]

~~Could you please provide information on the Autoship Replacement program.


- The autoship replacement is there when the customer is ordering an item similar to one they currently have on AS. A screen will pop up and you'll need to ask the caller if they are wanting to replace the current order, or receive it in addition to the current AS-ment. You will also be able to change the frequency of the shipments if they choose. This is the only time you will be able to do anything other then enroll the person in any AS program. At any other time you will need to either transfer them to CS or give them the AS number (located in the FAQs in the training).

[Stkydesrt]

~Ranking:

There are 2 tiers. T1 will get more calls then T2. You are rated against your peers on a sliding scale.. this means that no matter where your stats are you could be in T1 or T2 depending on how many other agents have better stats then you do. Ranking is based on the last 14 days of stats. (this is important to keep in mind when looking at the performance page which shows the last 30 days!)
This is how they place agents:
1. ALC- The alc makes up 45% of the ranking weight. The goal for this line is 220 seconds (little under 4 minutes). Alc stands for average length of call. This is your total TT, plus routing and wrap time divided by the number of calls you've taken.
2. Upsell %- the upsell goal is 15%. Your upsell % counts for 30% of your ranking status. Upsells are figured out by the number of items ordered. (not by the number of orders taken). For every 100 items ordered you will need to have 15 of them come from the upsell screen to make goal. Only items ordered from the upsell screen count as upsells.
3. QA Score- The QA score (more commonly known as the Feedback Score) makes up the last 25% of how you are ranked. The QA goal is 4. Feedbacks are (supposed to be) done for every 10 hours of TT. (this is very different from 10 hours of log-in time). A PAL will review a call, fill out a form and give you a score. The score is posted to your performance page and the form is emailed to you. If you happen to get an email without a score or a score without an email, call the PALs and request that it gets fixed.

I hope this has cleared up a few questions. Keep them coming!!!

[sencathome]

You can set the A*E window to full height, and the CL*C window to just below full height. Have the A*E window set where you can see the ANI number on the incoming call. When the call is incoming, before it rings, highlight the ANI number with a left click and drag over it, and then using a CTRL C keystroke to copy it. Then answer the call as normal and while in CL*C, you can right click and paste the number into the any box for the telephnoe number. Then verify it while the custy gives it. This can save a bunch of ALC, if you have a custy that is mumbling the number.