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{"sheet":"Validation","index":1,"n_rows":20,"n_cols":9,"rows_kept":20,"cut":false,"hidden":false,"merged":[]}
["Score","Cause","CE","Dispositions","PCS","ScoreDNA","Adverse","Purpose of the call","Evaluators"]
[4,"WOW","4-6 mins","Account","Yes",4,"Yes","Rewards","Charlie Tanglao"]
[2,"Met","6-8 mins","Cancel","No",2,"NA","Sales","Erwin Mendoza"]
[0,"Coaching","above 10","Change Order","DNA",0,null,"Customer Service","Theresa Pagarigan"]
[null,"DNA","8-10 mins","Coupon",null,"DNA",null,null,"Camua, Lala"]
[null,null,"DNA","Customer Education",null,null,null,null,"Ederlyn Velasco"]
[null,null,null,"Customer Experience",null,null,null,null,"Velasco, Ederlyn"]
[null,null,null,"Documentation",null,null,null,null,"Alimurung, Jan"]
[null,null,null,"Financial",null,null,null,null,"Taguinod, Romeo"]
[null,null,null,"Other",null,null,null,null,"Roa, Timothy"]
[null,null,null,"Other Dept./Group"]
[null,null,null,"Place Order"]
[null,null,null,"Price Match"]
[null,null,null,"Product"]
[null,null,null,"Rebate"]
[null,null,null,"Return"]
[null,null,null,"Rewards"]
[null,null,null,"Store"]
[null,null,null,"Tax Exempt"]
[null,null,null,"WiMS"]

{"sheet":"CSI","index":2,"n_rows":28,"n_cols":29,"rows_kept":28,"cut":false,"hidden":false,"merged":[]}
["AddedCoupon2Order","AddedPurchaseRDB","AdviseCxToCB","CancldStopDlvRqst","EducOnPolicy","EducatedOnWebsite","IssuedCourtesyCoupon","IssuedRefund","IssuedRewardsCoupon","ModifiedOrder","LogAlert","Other","PlacedOrder","ProcessedReturnExchange","CreditReturnUpdate","InvoiceBillingInformation","ProvidedETA","ProvidedProductInfo","ProvidedRebateInfo","ProvidedStoreInfo","ResentInvoiceConfirmationPS","ResentReturnLabel","ReshipMissingItem","ReshipMissingItemOrderContainer","ReturnExpectations","SubKMForm","UpdatedAccount","Reason1"]
["Forgot to add during checkout process","Other","Required department closed","An item scratched, customer no longer wants order","BOPIS inquiry","Customer needed help with online return","Other","Customer charged in error","Expired Rewards coupon","Changed / Resubmitted MOP on order","Credit not posted","Other","Not able to complete online (customer had a price match, imprint, or custom order)","Customer error (order wrong item, ordered too many, changed mind)","Cancel return","Customer wondering when a credit will apply","Order not received (post to expected DLV)","Check availability for delivery","Customer inquiring on status of rebate","Customer needed store location","Customer did not specify reason","Customer lost original return label","Customer is missing an item from their box","Customer is missing an entire order/box/container","Other","Complaint about driver","Account information update (delivery hours, address, phone number, etc)","Added coupon to order","AddedCoupon2Order"]
["Other","Placed order under wrong account",null,"Customer cannot accept backorder delivery date","Can I return to the store?","Helped customer with navigation","Poor experience in store","Customer did not receive correct pricing","Other","Customer needed to add, change, or remove an item","Customer disputed POD",null,"The customer wanted to place an order (no attempt online)","Staples/Quill/Vendor/Carrier error (received too many, wrong item, damaged, redrop rtn paperwork, defective, misrepresented on","confirming ORC rcv'd/processed","Questions on an invoice / credit card statement","Order not received (prior to expected DLV)","Check availability in store","Deleted communication","Needed store hours","Customer lost/misplaced original","Customer never received original return label",null,null,"Pickup timeframe","Customer complaint about store","Created new customer #","Added purchase to rewards account","AddedPurchaseRDB"]
["Received coupon after placing order","Store did not enter rewards card at time of purchase",null,"Customer cannot accept delay","Coupon(s)/promotions/other discounts","Login Issue / Password Reset","Poor experience through delivery","Damaged or Missing, no reship/reorder","Payout was not correct","Other","Customer is missing an item from their box",null,"The customer wanted to place an order (non-phone contact - email or chat)",null,"Customer did not have to send merchandise back but has not received credit",null,null,"Check price","Not included with order","Needed store phone #","Customer needs for billing/ reconciliation",null,null,null,"Questioning refund amount (Coupon / Discounts)","Customer compliment about driver","Linked rewards accounts","Advised customer to call back during hours of operation","AdviseCxToCB"]
["Valid coupon, did not work online",null,null,"Customer changed mind/buyers' remorse","Expired Rewards coupon","Other / other web issue",null,"Delivery fee charged in error","Promotion didn't apply correctly",null,"Customer missing box/container from order",null,"The customer wanted to place an order (Unsuccessful online)",null,"Customer sent merchandise back but has not received credit",null,null,"Complaint about product","Other","Other","Needed for rebate",null,null,null,"Store set incorrect pickup expectation","Customer compliment store","Linked/unlinked customer accounts","Cancelled / Stop Delivery Request","CancldStopDlvRqst"]
[null,null,null,"Customer error (order wrong item, ordered too many, changed mind)","General tax exempt inquiry",null,null,"Other","Rewards - Ink recycling confusion/question",null,"Customer needed to change shipping address",null,null,null,"Other",null,null,"Couldn’t find product online","Rebate rejected","What services are available at the store?","Needed for warranty purposes",null,null,null,"Wondering who will pick up the order?","NSP quote requested","New user profile needed / updated user profile","Educated on policy","EducOnPolicy"]
[null,null,null,"Customer needed to add, change, or remove an item","Other",null,null,"Price match to competitor","United Ink/Toner purchase not credited to Rewards",null,"Order delayed",null,null,null,"Staples cancelled/scratched part of an order",null,null,"Looking for a product recommendation","Unclear promotion details",null,"Other",null,null,null,null,"Other","Other","Educated on website","EducatedOnWebsite"]
[null,null,null,"Customer needed to change shipping address","Price Matching",null,null,"Price match to Staples.com",null,null,"Order on hold",null,null,null,null,null,null,"MSDS request",null,null,null,null,null,null,null,"Product information online incorrect","Tax exempt status change","Issued courtesy coupon","IssuedCourtesyCoupon"]
[null,null,null,"Customer purchased at local store","Return - General policy inquiry",null,null,"Return not credited",null,null,"Other",null,null,null,null,null,null,"Other",null,null,null,null,null,null,null,"Requesting SAM program","Updated Rewards account detail","Issued refund","IssuedRefund"]
[null,null,null,"Customer purchased elsewhere","Return - Product covered by warranty (past return policy)",null,null,null,null,null,"Payment issue - OPS assistance required",null,null,null,null,null,null,"Product compatibility question",null,null,null,null,null,null,null,"Required department closed",null,"Issued rewards coupon","IssuedRewardsCoupon"]
[null,null,null,"Customer requested different delivery date","Return - Product past return policy (Return refused)",null,null,null,null,null,"Return not picked up",null,null,null,null,null,null,"Product information unclear",null,null,null,null,null,null,null,"UPS intercept form required",null,"Modified order","ModifiedOrder"]
[null,null,null,"Didn't qualify for coupon/promotion","Rewards - Did not receive expected payout",null,null,null,null,null,"Tax charged in error",null,null,null,null,null,null,"Wanted to know if store has stock",null,null,null,null,null,null,null,null,null,"Notified another group (Log or Alert)","LogAlert"]
[null,null,null,"Other","Rewards - General policy inquiry",null,null,null,null,null,"Tax Exempt not set up, or not set up correctly",null,null,null,null,null,null,"Wanted to know when we were restocking",null,null,null,null,null,null,null,null,null,"Other","Other"]
[null,null,null,"Price match denied","Rewards - Ink recycling confusion/question",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Placed order","PlacedOrder"]
[null,null,null,null,"Customer needed help with online return",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Processed Return / Exchange","ProcessedReturnExchange"]
[null,null,null,null,"Explained how to place online order",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Provided credit/return update","CreditReturnUpdate"]
[null,null,null,null,"Helped customer with navigation",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Provided customer with invoice/billing information","InvoiceBillingInformation"]
[null,null,null,null,"Login Issue / Password Reset",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Provided ETA or Delivery Status","ProvidedETA"]
[null,null,null,null,"Other / other web issue",null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Provided product info","ProvidedProductInfo"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Provided rebate info","ProvidedRebateInfo"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Provided store info","ProvidedStoreInfo"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Resent invoice / confirmation / packing slip","ResentInvoiceConfirmationPS"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Resent return label","ResentReturnLabel"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Reship missing item","ReshipMissingItem"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Reship missing order/container/box","ReshipMissingItemOrderContainer"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Set return expectations","ReturnExpectations"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Submitted KM form","SubKMForm"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,null,"Updated account","UpdatedAccount"]

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["Customer Interaction"]
[]
[null,"Domain: Customer Interaction (CAUSE)",null,null,null,null,"This domain focuses on the customer interaction and evaluates each component (Connect, Assess, Understand, Solve, and Engage) of the CAUSE Interaction Model. Elements should be evaluated, therefore, within the context how a CSR interacts with a customer."]
[]
[null,"Elements -Descriptions",null,null,null,null,"Elaboration"]
[]
[null,"Connect: Offered assistance, built rapport, expressed empathy, conveyed a confident and “can-do” tone.",null,null,null,null,"Does the CSR form a quick, but effective, relationship with the customer? Was the CSR able to flex to different personality types?"]
[]
[null,"Assess: Acquired/confirmed key information, asked essential probing questions, reviewed/verified key information.",null,null,null,null,"At the outset of the call:                                                                                                                                                         1. Did the CSR obtain and verify key information?                                                                                                                 2.  Did the CSR ask probing questions necessary  to understand the nature of a customer's inquiry? This elements evaluates the whether a CSR asked the questions necessary grasp the range of issues prompting the customer's inquiry."]
[]
[null,"Understand: Understood customer’s inquiry; confirmed understanding of problem with client; expressed appropriate sense of urgency; communicated a sense of ownership and responsibility.",null,null,null,null,"The element addresses four key components: (a) understanding, (b) confirming an understanding, (c) expressing a sense of urgency, and (d) taking ownership. Active listening is essential to understanding. Requires listeners to fully concentrate, comprehend and remember what is being communicated."]
[]
[null,"Solve: Suggested and implemented a solution tailored to customer’s request and offered alternative solutions as necessary.",null,null,null,null,"A distinguishing consideration of this element is whether or not, at the outset of an interaction, did the CSR demonstrate the ability to formulate a solution to a customer's initial inquiry or propose an alternative solution responsive to the nature of the customer's inquiry. "]
[]
[null,"Engage: Reviewed actions taken with customer; ensured customer understands next steps; provided customer with accurate information; offered a pleasant closing.",null,null,null,null,"End the interaction by confirming the solution, acknowledging customer's decision, and expressing appreciation of the customer (i.e. patience, understanding). End the call in as emotionally engaging manner as practicable."]

{"sheet":"Tools-Processes","index":4,"n_rows":15,"n_cols":7,"rows_kept":15,"cut":false,"hidden":false,"merged":[[13,1,13,5],[2,1,2,4],[0,0,0,4],[8,1,8,4],[10,1,10,5]]}
["Use of Tools and the Application of Processes"]
[]
[null,"Domain: Tools & Processes",null,null,null,null,"This domain evaluates two key elements: (a) the use of systems, tools, and resources and (b) the application of processes and procedures. "]
[]
[null,null,null,null,null,null,"(1) As to the use of systems, tools, and resources the technological capabilities of a CSR with respect to knowing what tools to use, when to use them, how to use them, and to use them with speed and dexterity. There are two essential elements of this domain: (a) the effective use of tools and (b) the efficient use of those tools. While both concepts (effectiveness and efficiency) are related they nonetheless different."]
[]
[null,null,null,null,null,null,"(2) As to the application of processes and procedures, this domain addresses the breath, depth, and correctness of executing a series of actions designed to generate a desired outcome. Procedural errors tend to produce a result other than what was intended."]
[]
[null,"Elements -Descriptions",null,null,null,null,"Elaboration"]
[]
[null,"Systems, Tools, Resources: Correctly accessed and utilized all of the necessary tools, resources, and systems to resolve the customer’s inquiry in an efficient, orderly and streamlined manner.",null,null,null,null,"(1) In the context of tool usage, effective use addresses correctness. It is about correctly using the right tools in the right way. Essentially, is the CSR using tools and resources to achieve a desired result. A task can be performed correctly but not done so efficiently. "]
[null,null,null,null,null,null,"(2) In the context of tool usage, efficient use addresses optimal use of a tool. Efficiency is about minimizing waste, time, or effort. Just as a task can be performed effectively but not efficiently, a task can also be performed efficiently but not effectively."]
[]
[null,"Process Application: Correctly applied all of the proper processes and procedures when responding to a customer’s inquiry, including completing the CSI form.",null,null,null,null,"(1) This element addresses the breath, depth, and correctness of executing a series of actions designed to generate a desired outcome. Procedural errors tend to produce a result other than what was intended."]
[null,null,null,null,null,null," (2) An error occurs because of a mistake, omission or something wrong that the person performing the procedure might have done such that the intended results are not realized. This can be caused easily with any detail that is missed or done wrong."]

{"sheet":"Outcome","index":5,"n_rows":15,"n_cols":7,"rows_kept":15,"cut":false,"hidden":false,"merged":[[12,1,12,5],[14,1,14,5],[0,0,0,5],[2,1,2,5],[6,1,6,5],[8,1,8,5],[10,1,10,5],[4,1,4,4]]}
["Outcome"]
[]
[null,"Domain: Outcome",null,null,null,null,"This domain evaluates the several outcomes or results of the overall customer interaction."]
[]
[null,"Elements-Descriptions",null,null,null,null,"Elaboration"]
[]
[null,"Results: Achieved outcomes consistent with those desired by the customer and/or business (Staples).",null,null,null,null,"Demonstrated the ability to balance the needs of the customer and the requirements of the business to achieve intended results. Serves as an advocate for the customer while not compromising the interests of the business.  Also, demonstrated sensitivity to on-going customer comments during the course of the interaction and was able to adjust responses and solutions to accommodate the customer."]
[]
[null,"Overall Customer Experience: Created a positive, productive, efficient customer experience.",null,null,null,null,"Demonstrated the capabity to adjust to the personality of the customer and a comfort level when interactng with the customer. From the start of the customer contact to the end of it, managed the entire customer interaction experience leading to a productive and engaging outcome."]
[]
[null,"Customer Effort: Achieved outcomes in a manner that minimized the level of effort a customer needed to assert to achieve desired results. ",null,null,null,null,"Kept things easy, simple, and convenient for the customer."]
[]
[null,"Next Issue Avoidance: Took the necessary steps to ensure the customer does not have to call back for a related but unanticipated issue.",null,null,null,null,"Addressed issues not articulated or expressed by the customer. Demonstrated critical thinking skills in diagnosing, segmenting, and addressing unanticipated issues."]
[]
[null,"Self-Service: Appropriate self-service offer made, benefits outlined as necessary, communicated in a conversational tone.",null,null,null,null,"Fundamentally, the question to be asked when evaluating this element is: Did the CSR suggest the use of self-service if the appropriate opportunity presented itself? The failure to offer self-service will not result in a \"0\" or \"Adverse\" score."]