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MonthlyNewsletterNOVEMBEREDITION
Enjoy our monthly newsletter Announcing Award Winners & So Much MoreWELCOMEWELCOMEWe 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!
Table ofContentsPage # 4Page # 4Leadership MessagePage # 5 - 7Page # 5 - 7Award WinnersPage # 8Page # 8Kendra's CornerPage # 9Page # 9Community PagePage # 10Page # 10WayhealthyPage # 11Page # 11Page # 12Page # 12Recipe 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
Amethyst AwardAmethyst AwardKimberly has over 211 CSAT survey's so far inOctober and is exceeding the goal at 93.84%!Customer consistently comment that she is "Veryhelpful" and "Super helpful" and "Kimberlycompletely understood all details of the issue andreacted with all solutions that corrected myexperience with Wayfair. Knowing that acompany has this type of customer service whichis almost impossible to find, will ensure me tocontinue to purchase items from Wayfair.". Thepositive comments go on for pages and pageswhen we pull her csat results. She creates a greatexperience for every customer she assists.Kimberly Shulkin
Amethyst AwardAmethyst AwardKatie's consistent and relentless customer focus isto be commended! She uses a combination of FlexChat Flow templates and personalization toprovide an outstanding customer experience! Sheregularly connects to the customer using the "Feel,Felt, Found" method when dealing with an upsetor escalated customer which leads to a profoundlevel of service! Our customers survey commentsreflect a high level of satisfaction after interactingwith Katie! Just a few of the comments this monthwere: "Katie was super willing to help, I had agreat experience with her customer service!" "Katiewas kind and understanding and made it rightwhen the part I needed wasn’t available aspromised! "Thank you for making it so easy toreport the issues and to resolve it!" "Yay! Thankyou Katie soo much for helping me today. I justneeded 3 bolts to finish putting our bunk bedtogether and she is sending them out quickly tome. I appreciate it very much!"Katie Lasky
Jessica FrazierGlass Lamp AwardGlass Lamp AwardWhy do you think the nominee deserves the Glass Lamp Award?To build the best team possible, Jessica has worked well with the othermembers of our team. She consistently exemplifies respect for all Wayfariansand leads an authentic life, freeing others to follow suit. She regularly engagesin our team chat, huddles, and meetings and never fails to inspire andmotivate her team members. She has helped to make everyone who hasjoined our team feel welcome and supported while also pushing her ownmetrics and improving the team's performance by utilizing her bestperforming techniques. She is an important asset to Wayfair! Describe a specific instance(s) where the nominee exemplified this PeoplePrinciple Pillar.Jessica's teammate was having trouble getting high CSAT scores andexpressed that they had tried everything, yet their CSAT ratings haveremained low. As their KPIs dropped, the teammates' irritation level increased.Jessica personally contacted her teammate to provide her with advice on howto deliver exceptional customer service and make a lasting impact. Jessica alsodiscussed the difficulties she had previously had with her CSAT. Jessicacontinued by imparting to her coworker, whose CSAT increased by 4.6% andmade them eligible for a bonus, her favorite templates and CSAT workshoptechniques. In an effort to raise the team's general take rate and PCSAT,Jessica consolidated her templates and shared them with them. What impact does their exemplary demonstration of this People PrinciplePillar have within the site, NA Service and/or Wayfair?Because of Jessicas dedication to building the best team, with the sharing oftemplates and tips an tricks, all consultants were able to meet and exceedminimum requirements for PCSAT chat.
Kyle TrippManager of the Month AwardManager of the Month AwardNomination #1: Kyle is always available for concerns and to find ways to uplift theteam. I recently had an issue with scheduling and he was right on top of telling memy options and providing me support to resolve the situation. He is the bestcheerleader and coach a team at Wayfair could ever have. Nomination #2: Kyle is one of the best managers that I have worked with. Kyle hasa cheerful attitude, a calm presence, and a can-do attitude. He has been a rock ofstability during the recent unexpected changes. He is a key resource for assistancewith any issues, whether assisting with deep dives or training agents on newdashboards. Kyle also takes tremendous care of “his people", by taking the time toknow their likes and dislikes both professional and personal. More than anythingthough, his helpfulness during this transition back to Athens makes him stand outfrom his peers. His leadership is unmatched and puts Wayfair in a position tosucceed. Kyle is completely dedicated to making the lives of those he works witheasier and for that, he is my employee of the month nominee. Nomination #3: Kyle has done a great job demonstrating our People principleValues, especially as it relates to how "We Win Together". Kyle took on helping usdrive our Full refund rate and partnering with his peer to lead out in presenting infront of leadership and helping us understand how we are improving and where andhow we can make future improvements. Kyle also stepped up and help present hisPeers WBR and was articulate and made sure to speak to wins and opps. Nomination #4: There are many actions that took place during the month ofOctober where Kyle showcased his ability to Collaborate Effectively, Build the BestTeam, and Respect Others! -Stepped in proactively and presented a colleague'sMonthly Business Review without hesitation -Stepped in and proactively completedexceptions from the Exception Sheet for a colleague without being prompted -Supported a colleagues team while they were out of office on multiple occasionsand multiple days throughout the month -Rolled out Customer Templates inServiceHub to Flex and recorded a session to share across the organization -Continues to drive down and improve NRA1 with his team (Sept: 12.7% to ~9.5% inOct.) Kyle is always willing to help, is proactive with his actions, and doesn't hesitateto support his fellow Flex L2s! Thank you Kyle!
Award NomineesAward NomineesPearson DeLaraDanna ButcherBeka KannenbergAngela JohnsonEvian JohnsonSeth WilsonGiselle Wainwright Amethyst AwardAmethyst AwardManager of the MonthManager of the MonthGlass Lamp AwardGlass Lamp AwardSandra BraithwaiteRenota CliftonBrenda ArellanoJim ReedTrisha WilsonNathan Churchill Krystal GillfillianJohn LurieDyshanna Person Sarah FlemingCurtis HelmerBonita Nieto Tamara DelleraMarika GibbsBeka KannenbergDonna EcclestonDeborah GrassoTrisha Wilson
Top PerformersTop PerformersKasondra GomezKasondra Gomez Jim ReedJim ReedAmber DostAmber DostTitianna CalhounTitianna CalhounWillow DavisWillow Davis
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!