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MonthlyNewsletterNOVEMBEREDITION
Enjoy our monthly newsletter Announcing Award Winners & So Much MoreWe want to hear from YOU! Based on feedback from the Voice Survey, we continue to seek outopportunities to improve the communication flow in the Organization andwe are excited to share our next avenue to provide feedback, ask a questionor celebrate something. Using this Google Form, you can submit anything that you want to share -->The "Good" and "not so good" that you want to communicate with SeniorLeadership. The question sheet will be shared (view only) with everyone (similar to Slido)and the L4+ group will answer the questions weekly (Fridays)! This willenable maximum visibility into the questions/concerns/celebrations and theresponses. We look forward to the opportunity to hear from you in this forum!WELCOMEWELCOME
Table ofContentsPage # 4Page # 4Leadership MessagePage # 5 - 10Page # 5 - 10Award WinnersPage # 11Page # 11Kendra's CornerPage # 12Page # 12Community PagePage # 13Page # 13WayhealthyPage # 14Page # 14Page # 15Page # 15Recipe of the MonthClosing
Leadership MessageLeadership MessageWe had a hugely successful Wayday beating out sales expectations which isgreat news as we head into peak. We are continuing to grow our team footprint as we expand into mobilemessaging! We are building care support for the chat channel that is planned to be livein December.We lead the entire network in Phone PSCAT, Chat PSCAT, FCR and LCR inOctober. The forecast for the next few weeks of peak weeks continues to go up! Flex Chat MM Innovation Lab Hello Digital Team! I hope everyone is looking forward to spending time with their loved ones andenjoying a much deserved day off for Thanksgiving. We have a lot to bethankful for around here! We truly appreciate everyone on this team. The support we give to ourteammates, the hard work that we put into helping each and every customerand effort you put into all the feedback about what matters to us and to ourcustomers is extremely impressive. I am so proud to be a part of this teambecause of how amazing you all are. The next few weeks are going to be hugefor our team and all of Wayfair. Thank you so much for everything that you do.Take a few minutes to check out the recognitions from last month and showthese folks some love! Please have an amazing Thanksgiving, really cherish the time spent with yourfriends and family, enjoy the food and be sure to have some fun. <3, Khaled, Keach, JT, Charlie
Nicole LittleAmethyst AwardAmethyst AwardNicole has continued to impress her customerswith her amazing assurance and personalizedcontacts. She receives great CSAT comments ona daily basis and has finished with days over 15perfect 5's for the entire day. Here are a fewexamples of the CSAT comments received forNicole and her personalized contacts. "She did anawesome job getting this problem taken care of.Love her service!" and "Nicole was amazing andhelpful. she heard me out and the unfortunatestate of my order" show that she goes above andbeyond on a daily basis and is making adifference for all of our customers. Way to go Nicole!
Hannah CastleAmethyst AwardAmethyst AwardSuperlative customer service. Hanna was sofriendly, understood my question from the start,was able to solve my issue quickly andthoroughly. It's wonderful customer service likethis that keeps me coming back to Wayfair." and"The chat was very satisfactory and Hannah C.was very prompt answering my questions to mysatisfaction. It was a very convenient method toresolving my inquiry and I am very pleased, andwill be happy to recommend Wayfair customerservice to my friends." are just two examples ofhow amazing Hannah is towards all of ourcustomers that have the pleasure of interactingwith her. She is amazing!
Chris MarrenGlass Lamp AwardGlass Lamp AwardWith Chris, it is hard to choose which People's Principleshe shines at. He started the month with two weeks ofPCD assignments and returned to the queue withtremendous numbers. He saw a decline in his FCR lastmonth, but after looking at his orders and transactions,he made the necessary adjustments and implementedthe feedback given to him to turn his numbers around.He is an excellent example for his team. With such anincredible turnaround, Chris shared the best practiceswith his team. An EU manager even requested him tohelp his team with some FCR best practices. He also gotrecognized on the recognition wall for helping by themanager and the associate he helped. Chris isimpacting the org in many ways. He got a perfect scorewhile helping on his last training cohort. He helps hispeers and team but does not shy away from sharing hisfindings and is always willing to pilot or implement apractice to deliver results.
Taylor PotterManager of the Month AwardManager of the Month AwardTaylor continues to find ways to lift othermanagers up around her and is an activeparticipant in each of our calibrations. I amgrateful to have a team member that we can allrely on for best practices that worked for herwhile working as a Digital Service Consultant.She has done nothing but grow as a managerhere in Digital and I can't wait to see what elseshe does!! Thanks Taylor!
Award NomineesAward NomineesMegan YardleyJhyanna SatchwellChris SchenkTehreem FatimaAmethyst AwardAmethyst AwardManager of the MonthManager of the MonthGlass Lamp AwardGlass Lamp AwardJoy NelsonShonna SheltonDeborah GimbelTiffanie Dudley
Top PerformersTop PerformersMarian MirzaMarian MirzaJennifer BurgessJennifer BurgessTiffanie DudleyTiffanie DudleyCody MareniusCody MareniusShonna SheltonShonna Shelton95.23% to Bonus Earned88.41% to Bonus Earned90.68% to Bonus Earned92.05% to Bonus Earned90% to Bonus Earned
Let's Talk About The STAR Method!! What is the STAR Method? The STAR method is a structured manner of responding to a behavioral-based interviewquestion by discussing the specific situation, task, action, and result of the situation youare describing. Is the STAR Method effective? Have you ever found yourself giving a long-winded, rambling interview answer? Then yes,you will absolutely benefit from learning the STAR interview method. It's been around foryears and it's one of the best tricks to effectively deliver a concise and compellinginterview answer.I know, it can be a bit confusing! Let's see it in action. This video by Richard McMunn, from the interview training website PassMyInterview.com will further assist you with understanding this great interview method by: Explaining the STAR method and how to use it to answer difficult behavioral questions Provide a list of possible behavioral questions you may encounter in interviews Give several examples of top-scoring answers to help you succeed Kendra's CornerKendra's Corner
Community PageCommunity PageVirtual VolunteeringVirtual VolunteeringInterested in learning more aboutvirtual and in-person volunteeropportunities? Visit the Virtual Volunteering Toolkitfor more information and involvementideas.
WayhealthyWayhealthyLife WorksLife WorksJoin LifeWorks Today! Designed to help you and your family with all of life's questions, issues,and concerns. LifeWorks offers support with mental, financial, physical,and emotional well-being 24/7/365. Through LifeWorks, you have accessto a range of services, including expert tips and strategies, suggestedresources and referrals, as well as a wealth of online articles, toolkits, andmore! Anytime, anywhere, someone is ready to talk to you. Want to find out more? Visit our webpage.
Recipe of the MonthRecipe of the MonthZuppa Toscana6 oz. bacon, chopped1 lb. Italian Sausage, The "Hot" variety1 head garlic, 10 large cloves, peeled &minced or pressed1 medium onion, finely diced4 cups chicken broth/stock, (32 oz.) Directions:In a large pot or dutch oven (5.5 qt), over medium-high heat, add chopped bacon and sauté until browned(5-7 mins). Remove bacon to a paper-towel lined plate and spoon out excess oil, leaving about 1 Tbsp oil inthe pot. Add Italian sausage, breaking it up with your spatula and sauté until cooked through (5 min). Remove topaper towel lined plate. Finely dice onion and add to the pot. Saute 5 min or until soft and golden then add minced garlic and saute1 min. Add 4 cups broth and 6 cups water, and bring to boil. Add sliced potatoes and cook 13-14 min or untileasily pierced with a fork. When potatoes nearly done, add chopped kale and cooked sausage and bring everything to a light boil. Stir in 1 cup cream and bring to boil. Season to taste with salt and black pepper then remove from heat.Garnish with bacon and grated parmesan.6 cups water, (48 oz.)5 medium russet potatoes, peeled & choppedinto 1/4" thick pieces1 kale bundle, stripped and chopped (6 cups)1 cup whipping creamSalt and black pepper to taste Instructions:Parmesan Cheese, Optional Shared by: Giselle Wainwright - Service Team 5 (Flex) Have a recipe you love? Share it with us HERE to be featured in an upcoming newsletter
Made it this far!? We have a surprise for you. Click HERE to answer a trivia question for achance to win a prize.Thanks for Reading!Thanks for Reading!