Transfer SOP

Table of Contents

• 1. Purpose

• 2. Context

  • Transferring

  • General transfer rules

• 3. Procedure

1. Purpose

This SOP covers the process of rerouting and escalating customer queries within the Bash Support Space. The SOP will not state when a transfer/escalation is necessary; this will be covered in the specific customer query SOP that you are following.

2. Context

When customers reach out, customer-facing agents will attempt to resolve the customer query. In instances where the customer query needs further support from a different team, we may need to transfer the customer in order to get their issue resolved. 

Transferring:

Transfers (AKA rerouting) refer to the process whereby the customer-facing agent is not skilled (trained) to handle a specific customer query. These queries are then rerouted to the team that is skilled to deal with the specific customer query. The team/agent that receives the transfer will assist the customer further

General transfer rules 

• We should avoid transferring a customer back and forth when there is uncertainty regarding who should handle the query. If you are uncertain whether you should handle the customer query or whether you should transfer, reach out to a lead or QA for further guidance.

3. Procedure

Scenario A - Bash CS Transfer

Customers may reach out to JD Sports CS with a Bash-specific query. In these instances, we need to redirect the customer to BashSupport in order to be assisted further.

A1) Advise the customer that they can reach out to Bash directly by sending an email to support@bash.com, or they can chat with Bash support by following the steps on the Contact Bash Support Help Page.

Scenario B - TFG CS Transfer

Customers will often reach out to JD Sports Support, seeking assistance on a query related to their TFG account. JD Sport Support is unable to share any account information or make changes to a customer’s TFG account. In this instance, we will need to guide the customer to contact TFG CS.

B1) While we are able to view certain information regarding customers' TFG accounts, we are unable to make any changes to their TFG accounts. JD Sports Support only assists with TFG account queries linked to a JD Sports order. If the customer has any other questions pertaining to their TFG account, we may need to redirect the customer to TFG customer services. Here are a few examples where the customer will need to be redirected to TFG CS:

• My Rewards card is lost or stolen. What should I do?

• How do I get my statement?

• How do I apply for an account?

• TFG Money statements, balance and debit orders

• How do I change the limit on my TFG Money Account card?

• How do I activate the zero-interest 6-month payment plan?

• Do I qualify for a TFG Money Account?

• What is the status of my account application?

• How do I replace a lost/stolen/damaged store card?

• How can I update my personal details on my TFG Account card?

• How do I close my TFG Account card?

• How do I re-activate my TFG Money Account card?

• What are the benefits of having a TFG Money Account?

• I can't afford to pay my account. Can you help me?

• Can I cancel my debit order?

• How do I pay my account from outside South Africa?

• I suspect fraud or want to report a lost or stolen account card

B2) Advise the customer that they will need to call or email TFG CS directly on 0860834834 or customerservices@tfg.co.za.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.