Using ATG Commerce Service Center - Self-Study Course

This course introduces call center agents to the ATG Commerce Service Center, teaching them how to manage customers and orders, process refunds and exchanges, issue credits, track customer interactions, and manage gift lists and wish lists. Students will also learn how to use ATG Commerce Service Center to increase sales via up-sells / cross-sells and promotional offers.

Learn To:

• Submit orders
• Process returns and exchanges
• Track customer interactions with calls and
• Drive up-sells / cross-sells and promotions
• Manage customer information

Audience

• Sales Consultants
• Sales

Course Topics Introduction

• Commerce Service Center (CSC) functionality and feature overview
• Call tracking

Working with Customers

• Finding registered customers
• Linking customers to tickets
• Creating new customer accounts
• Editing existing customer information
• Responding to customers by email

Working with Orders

• Order status
• Finding existing orders
• Creating new orders
• Editing orders

Processing Returns and Exchanges

• Initiating returns
• Initiating exchanges
• Processing returned merchandise

Working with Gift Lists and Wish Lists

• Creating gift lists
• Adding items to lists
• Purchasing from lists

Appendix A: Ticketing Appendix B: Keyboard Shortcuts
Course Objectives

• Describe the features and benefits of ATG Commerce Service Center
• Perform basic call tracking
• Locate and maintain saved customer information
• Manage new and existing orders
• Process returns and exchanges