Table of Contents

LOYALTY.......................................................................................................................................................2
Place an order............................................................................................................................................10
DAMAGE PACKAGE....................................................................................................................................10
ZCR........................................................................................................................................................11
ACRE......................................................................................................................................................11
lost/page package.....................................................................................................................................11
Order still shows as In Progress, with no shipping confirmation...........................................................11
Order has not Arrived, but Shows Shipping Progress............................................................................12
 Delayed scans in transit: {bcdelayr}...............................................................................................12
 Delayed in transit and past commitment date: {bcdelayes}..........................................................12
 Package is late, but still in transit:.................................................................................................12
 Package is late, past the EDD per Carrier, and does not display a scan within the past two days: 13
 Delayed in transit and past commitment date customer is emotionally charged: { bcdelayes1}. .13
 Package shows delivered, but the customer hasn't received it:....................................................13
Weather/Impacts that will Delay Orders {bclateway} {bcdeliver} {bcweather}.....................................13
SHORT SHIPPED.........................................................................................................................................14
Split shipment-......................................................................................................................................14
Not split shipment.................................................................................................................................14
Mailing List................................................................................................................................................15

1
LOYALTY
“I’m happy to assist you with checking to ensure your loyalty points have been applied to your recent
purchase.”

Or “I am so sorry to hear your loyalty points/rewards are not reflected on your BBW loyalty account. I
am happy to assist you with looking into your missing loyalty points/rewards”

“Before we get started with checking your loyalty account, I would like to verify your information to
ensure I have it correct.”

What I can do to get this resolved for you is to check the status of your
account to see why those points/rewards are not reflecting for you”
“Is it ok if I place you on a 2–3-minute hold while I get your loyalty
account pulled up for you?”

POINTS

1. Did they log in to their account when placing an order?

2. Has their order shipped yet?
3. Has it been 72 hours since the order shipped or was the purchase
made in store?
4. Was the receipt linked to another account by accident?
5. Do they have more than 1 loyalty account?
6. Did the order cancel or partially cancel?
7. Was the order a BOPIS Order that was not picked up in time and
cancelled?

“Thank you so much for holding!”

I have processed the adjustment to your loyalty account, you will
receive reissued points/rewards within 72 hours.”
Selling recommendations
1.“Have I answered all your questions, or Is there anything else I can assist you with today?”

2. “I want to thank you for choosing Bath & Body Works, and I hope you have a wonderful day!”

2
The scripted selling recommendations no longer include a compliment. You are
responsible for using a compliment at an appropriate time in each contact.
Review Complimenting Your Customer for tips and example verbiage.

How it might sound:

Luminous

Eau De Parfum & Mini EDP

How it sounds, "[Customer's first name],

you would love our brand-new fragrance
Luminous. We have it in the popular EDP
(Eau De Parfum), full size and travel size
just in time for the holidays! It has
fragrance notes of ruby currant, gilded iris
and praline amber. Can I add this amazing
new product to your bag?”

Luminous

3-Wick Candle

How it sounds, "[Customer's first

name], you will love our newest
fragrance, Luminous. It is sweet decadent
and sparkling and makes the perfect
Holiday gift! I love it in our 3-Wick
Candle that is infused with natural
essential oils. Can I add this amazing new
product to your bag?”

Chat Macro: bcrec1

3
 Luminous

Car Fragrance Refill

How it sounds, "Are you looking for the

perfect new scent to keep your car feeling
refreshed for 4-6 weeks? Check out our
latest and greatest scent Luminous. It turns
any area into a luxurious space. Would you
like to add a car fragrance refill to your
order today?”

Luminous

Wallflower Fragrance Refill

How it sounds, "Luminous is a special

new fragrance that smells great in a
wallflower! Our wallflower refills provide
30 days of continuous fragrance! Would
you like to add some to your shopping
bag?"

What customers are saying...

"It smells mysterious and different....like a

luxurious blend of everything I love about
having a night on the town with someone
special."

4
Luminous

Gentle Foaming Hand Soap

How it sounds, “If you’re shopping for

gifts, our foaming hand soaps are always
a great choice. They have light, luxurious
foam infused with the good stuff! Can I
add some in our new scent, Luminous, to
your bag?”

Luminous

Body Wash

How it sounds, “Have you tried our new

fragrance called Luminous yet? It’s a lovely
decadent scent and it comes in a body wash
which is gentle and non-drying; would you
like to purchase it in our body wash?”

Chat Macro: bcrec2

Luminous

Hand Cream

How it sounds,"[Customer's first name],

our new luxury fragrance Luminous in the
shea butter hand cream is the perfect
stocking stuffer this holiday season! It
absorbs quickly and is perfect for on the
go! Would you like to add a few to your
bag?"

5
 Luminous

Fine Fragrance Mist

How it sounds, "[Customer's first name],

you would love our latest fragrance launch
Luminous. It comes in a delicious fine
fragrance mist that is super layerable with
our other body care products! How many
Luminous products can I add to your bag?”

Chat Macro: bcrec3

Luminous

Moisturizing Body Wash

How it sounds, “We have a new sweet

and sparkling scent that I know you’d
love. It’s called Luminous, and it is
available in one of our most popular
forms, the Moisturizing Body Wash. It
moisturizes your skin after one shower!
Can I add some to your shopping bag
today?”

Luminous

Concentrated Room Spray

How it sounds, “Are you looking for a

sweet scent that can be used in your home?
Check out our new scent Luminous that is
available in our concentrated room spray!
It instantly fills any room with incredible
fragrance for up to 2 hours. Which would
you like to try it today?”

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Luminous

Anti-Bacterial Hand Spray

How it sounds,"[Customer's first name],

our new luxury fragrance Luminous in the
anti-bacterial hand spray is a perfect
stocking stuffer this holiday season! It
kills 99.9% of most common bacteria and
is perfect for on the go! Would you like to
add a few to your bag?"

Luminous

Body Lotion

How it sounds, “Are you excited to try a

new sweet fragrance just in time for the
holidays? Check out our latest fragrance
Luminous in a 24 hour continuous moisture
body lotion, it is the perfect addition to your
collection! Would you like to add one to
your cart today?"

Luminous

Exfoliating Glow Body Scrub

How it sounds, “If you’re shopping for

luxurious gifts, our body scrubs are
always a great choice. They are the glow
up in your body care routine needs. Can I
add some in our new scent, Luminous, to
your bag?”

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 Luminous

PocketBac

How it sounds,"[Customer's first name],

our new luxury fragrance Luminous in our
award winning Pocketbac Hand Sanitizer is
a perfect stocking stuffer this holiday
season! It is effective against 99.9% of
bacteria species commonly found on hands
and it's perfect for on the go! Would you
like to add a few to your bag?"

Luminous

Shea Butter Cleansing Bar

How it sounds, “If you’re shopping for

gifts, our Shea Butter Cleansing Bars are
always a great choice. They have a rich,
creamy lather infused with the good stuff!
Can I add some in our new scent,
Luminous, to your shopping bag?”

Luminous

Ultimate Hydration Body Cream

How it sounds, “Our Ultimate Hydration

Body Creams can give your skin 24-hour
hydration. Can I help you order a body
cream in Luminous, our special new
fragrance?”

8
Luminous

Glowtion Body Butter

How it sounds, “Luminous is a great new

scent and it’s available in the brilliant and
shimmering Glowtion Body Butter. May I
add this item to your shopping bag?"

Woodlands

Men’s Body Spray

How it sounds, "[Customer's first name],

"You would love our new men’s
fragrance Woodlands! The body spray is
an all over spray designed for great
coverage with a fresh, woodsy scent.
Would you like to add this to your shopping
bag?”

Woodlands

Ultimate Hydration Body Cream

How it sounds, "[Customer's first name],

"You would love our new men’s
fragrance Woodlands! The ultimate
hydration body cream is infused with good
stuff with a rich, luxe texture leaving skin
hydrated. Would you like to check this off
your holiday shopping list and add this to
your bag today?”

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Place an order
“I’m happy to assist you with placing an order today.”

Or “I am so sorry to hear you are having issues placing an order on the website. I am happy to assist you
with getting an order placed today”

CAN I HAVE YOUR EMAIL ADRESS PLEASE

Before we get an order started for you today, I would like to verify your information to ensure I have it
correct.”

When verifying information for placing an order. You do not have to verify prior to starting the process.
You can verify when gathering information when placing the order.

What I can do to get this resolved for you is assist with getting an order placed over the phone for you”

Is it ok if I place you on a 2–3-minute hold while I get this order started for you?”

I have processed the order, you should receive (a confirmation email to confirm the order) within (24
hours).”

Selling recommendation

“Have I answered all your questions, or Is there anything else I can assist you with today?”

2. “I want to thank you for choosing Bath & Body Works, and I hope you have a wonderful day!”

DAMAGE PACKAGE

I am so sorry to hear that your product/package arrived damaged. I am happy to assist you with your
damaged product/package”

Can I Have your order number please

“Before we get your damaged product/package taken care of for you, I would like to verify your
information to ensure I have it correct.”

“What I can do to get this resolved for you is reship the damaged product/package if everything is in
stock.

If the items are not available, we can credit back the out-of-stock items. If you would like to order
alternate items, we can absolutely honor the sale price and waive the shipping on a new order for
you.”

“Suzy, I see that everything is still in stock. I will reship your whole order and you will get it in three
business days!”
“I love those candles you ordered, they’re a great fragrance. Do you use them in your living room or
bathroom?”

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“They smell so good! I use them all over the house.”

“I’m glad you love them. Speaking of smelling good, have you seen our Mahogany Teakwood 3-
Wick Candle? It’s amazing, so fragrant and it fills the entire room with a woodsy scent. How many
could I add to your bag for you?”

Is it ok if I place you on a 2–3-minute hold while I take care of this for you?”

ZCR “Thank you for holding while I completed your reshipment. I was able to get your damaged
product /package sent back out to you at no additional cost. You will receive a confirmation email within
24 hours confirming the reship has been completed. This order will be the same order number as the
original order since it is an extension of that order. You will receive a second email alerting you that the
reshipment has shipped at no cost. You will receive the replacement item(s) in 3-7 business days.”

ACRE “Thank you for holding while I completed your credit. I was able to get your damaged
product /package credited back to your original form of payment. You will receive a confirmation email
within 24 hours confirming the credit has been completed. You will receive your” refund within the
allotted timeframe 3-5 business days.

“Suzy, I’ve got your new package taken care of, enjoy those candles! It’s been nice talking to you. Is
there anything else I can do for you?”’

lost/page package
I’m happy to assist you with your lost/late package.”
Or “I am so sorry to hear that your package has not yet arrived. I am happy to assist you
with seeing where it is.”
Can I have your order number please
Before we get your lost/page package taken care of for you, I would like to verify your
information to ensure I have it correct.”
I am taking a look at the latest tracking information for your order”.

Order still shows as In Progress, with no shipping confirmation

 HOW IT SOUNDS:
"[Name], I completely understand what you are saying and I apologize you haven't received your
shipping confirmation. Due to heavy volume, we're still processing orders. Once your order ships,
you will receive a shipment confirmation with the details of how to track your package. Then, you
can sign up for text alerts to receive all the status updates."

 If there is a delay in processing, our Distribution Center may choose to adjust the shipping, to get
it to your customer as quickly as possible

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Order has not Arrived, but Shows Shipping Progress

1. Apologize up front and express empathy throughout the contact

2. Reassure them the package is still moving within the carrier network even with a delay in seeing
scans
3. If they're not satisfied with the delayed delivery explanation, use the below retention options:

 Offer one-time-use-appeasement code for future order ($10 off of $30, 20% and FS etc)
 Offer to credit the shipping fee on the order
 Offer to send them a new order, or their favorite item, at a great discount using a BEBB code
 Offer $10 - $20 EGC (negotiate amount as needed for their loyalty)
 Offer partial credit back on the order (emotionally charged option; only offer if not satisfied by
any of the options above)
 Offer combination of these options, as needed, to save the customer experience!
 If your customer is still concerned, please reassure them that they will still receive their package -
even if it's delayed

 If we reship their order, it will put more work into the DC and they will receive both packages,
putting more effort onto the customer because they will need to return the 2nd package
 If they're still not happy, please use the retention options above, within your approval levels to
negotiate a resolution

 HOW IT SOUNDS:

 Remember to allow an additional business day after the last scan. However, do not wait more than
4 business days past the "EDD per Carrier" displayed within the CCC Tracking Tool

 Delayed scans in transit: {bcdelayr}

I understand the urgency of wanting to get your order as quickly as possible and know that your
package is taking longer than it usually would during other times of the year. You should still receive
your order(s) within the timeframe given on the website when you checked out with us! However, the
carrier network is seeing some delays due to heavy volume in the network. We appreciate your
patience. We are hopeful your package will arrive as expected on [EDD per customer date in tracking
tool].

 Delayed in transit and past commitment date: {bcdelayes}

Due to delays in the carrier network, some order tracking is showing 3 - 6+ days in between
scans. If we were to reship your order at this time, it would result in receiving a second package,
and it would take the same amount of time as your original order to arrive. If you were to receive
a second package, then that would result in you reaching back out to us to return, and we want
this to be as effortless as possible for you. Thank you so much for your patience as the carrier
works to get your package delivered.

 Package is late, but still in transit:

"[Name], I apologize and really wish that your package had arrived by the expected delivery
date. I see from the tracking information that it is in transit to you, it was scanned today.
Congestion in the carrier network may result in a 1-3 day delay for packages. Since it's on its
way, my best advice is to allow an additional day, as long as the package is still moving. That will

12
 get it to you faster than I can have a replacement package delivered. We really appreciate your
understanding."

 Package is late, past the EDD per Carrier, and does not display a scan within the
past two days:
"[Name], I apologize and really wish that your package had arrived by the expected delivery
date. I see from the tracking information that the package hasn't been scanned in a couple of
days. So, we can make things right, would it be okay if replaced the order for you? We can have it
to you within 4-8 business days."

 For claims, suggest the same shipping your customer had on the original order. With the already-
congested carrier network, we do not want to automatically upgrade the ship type to congest it
further. This approach also keeps that shipping upgrade option as a tool to use, should your
customer become emotionally charged

 Delayed in transit and past commitment date customer is emotionally charged:

{ bcdelayes1}
I understand your frustration and certainly apologize for the delay. I am happy to refund your
standard shipping costs of [$ AMOUNT] plus any applicable taxes back to your original payment
method. I will submit feedback today regarding your experience and apologize for the
inconvenience this has caused. We certainly never want to disappoint you! [XXX If you would like
a full refund for your order, you can return the package once you receive it.XXX]

 Package shows delivered, but the customer hasn't received it:

"[Name], I apologize and really wish you had your package. Even though it shows delivered, it
could still arrive later today. We ask our customers to wait two full business days because we
have found that in most of these cases, the original package arrives within the next business day
or two. And that's faster than I can have a replacement package delivered. If it doesn't arrive by
the end of the day tomorrow, please give us a call the following business day, and we will be
happy to send a replacement package to you. We really appreciate your understanding."

 If it shows "Delivered" but an additional scan shows "Transferred," that means the carrier has
transitioned the package to USPS for final delivery.

Weather/Impacts that will Delay Orders {bclateway} {bcdeliver} {bcweather}

 Why shouldn't we claim?

 The package is still on its way but is delayed until the conditions are considered safe or the area is
available to deliver
 If we reship their order, that reshipment will also delay regardless of shipping method
 How it sounds:

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 "I understand you are eager to receive your products. Your area is currently being impacted
by XX Weather/Delay XX and our items will be delivered when the area is safe/considered
deliverable."
 What can we do for them if their is still upset?
 Credit their shipping cost, One Time Appeasement codes
 Please see your Retention Options but we have all kinds of ways to Create a Customer for Life

 Review When can I claim a package?

 For ALL Orders that show Delivered:

For ANY package that shows as delivered, you can claim the package on the 2nd business day
after the Delivered Scan

 For all STANDARD ship types Not Delivered:

If still showing in transit, you may claim the package on the 4th business day after the delivery
date

 For EXPRESS ship types (Expedited and Overnight) not Delivered:

If it is still showing in transit, you may claim the package on the 2nd business day after the
delivery date

“What I can do to get this resolved for you is specific issue resolution option”
“Is it ok if I place you on a 2–3-minute hold while I take care of this for you?”

SHORT SHIPPED
I am so sorry to hear that your full order has not yet arrived. I am happy to assist you with
getting the missing item (s) sent back out to you or refunded if they are no longer in stock”
Can I have your order number please?
Before we get missing item(s) from your order taken care of for you, I would like to verify
your information to ensure I have it correct.”
“I am looking at the latest tracking information for your order to determine if your order
is arriving in multiple packages.
Split shipment- “The rest of your order will be arriving in another shipment. It appears
your order was filled in different warehouses. If you haven't already, you will receive
another email with a separate tracking number for those items.”
Not split shipment- “After looking it appears your items shipped from the same
warehouse. Therefore, there is no split shipment on your order and the items were
neglected to be included in the order. We can get this resolved for you!”

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SSH item(s) in stock--“What I can do to get this resolved for you is reship the missing
items from your order.”
SSH item(s) out of stock-ACRE & reorder- “What I can do to get this resolved for you
is credit back the missing items from your order since the items are no longer available. I
can place a new order for alternate in stock like items and honor previous pricing and
waive the shipping cost for you. Would you like to place a new order?”
SSH item(s) out of stock-ACRE- “What I can do to get this resolved for you is credit the
missing items from your order.”
“Is it ok if I place you on a 2–3-minute hold while I take care of this for you?”
ZCR “Thank you for holding while I completed your reshipment.”
ACRE “Thank you for holding while I completed your credit”.
ZCR-- “I was able to get your missing product sent back to you at no additional cost. You
will receive a confirmation email within 24 hours confirming the reship has been
completed. This order will be the same order number as the original order since it is an
extension of that order. You will receive a second email alerting you that the reshipment
has shipped at no cost. You will receive the replacement item in 3-7 business days”
ACRE- “I was able to get your missing product credited back to your original form of
payment. You will receive a confirmation email within 24 hours confirming the credit has
been completed. You will receive your” refund within the allotted timeframe 3-5 business
days.”

Mailing List
I’m happy to assist you with checking to see why you have not received any mailers or
coupons from Bath & Body Works lately and get you signed back up or updated to start
receiving out amazing offers again!”

What I can do to get this resolved for you is to first ask some curious questions to try and
troubleshoot why you haven't received any mailers."

Ask the customer the following questions to see the best course of action to get the customer
resolved.

Questions:

1. How long has it been since you received a mailer/coupon from Bath & Body Works?

2. Have you moved since the last time you received a coupon/mailer?

3. Do you have a loyalty account with Bath & Body Works?

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4. Did you recently sign up to receive our mailer coupons?

5. Is there anyone else in your household receiving Bath & Body Works coupons in the mail?

The answers to these questions should point you in the right direction on resolving:

1. If its been longer than 90 days, we can sign the customer back up or direct them on how to sign
back up on the website. Not every customer will receive mailers every month or even the same
coupon. We send out variations of mailers based on the customer's shopping habits. That is why
when customers are shopping in store it is important to give the cashier the phone number associated
with their account.

How to sign up for the mailing list

2. If you have moved and updated your address you still need to update your address with us. This is
different than updating your shipping address in your account for online orders. If you update the
mailing address in your online account this will only update the address that orders are being
shipped to when ordered online. It will not impact the mailing address for coupons. We would submit
an "Address Update Form" on our side or guide the customer to the appropriate section on the
website to update that information on their own. The mailers can take 60-90 days to update. Please
do not update multiple times, this will start the 60-90 time period over again.

3. If the customer has a loyalty account the coupons will also be loaded to their loyalty account
wallet under offers. Advise them to check their loyalty wallet on their app and on the website to see if
any coupons have been loaded on there.

4. If the customer has recently signed up to receive mailers and has not received them yet, check the
amount of time its been since they signed up. Same for updating the mailing address, singing up for
mailers can take 60-90 days as well, If we sign them up again before that time expires then it could
delay the the customer from receiving the mailers.

5. Only one customer per household can receive mailers. If another person in the household signs up
to receive mailers then the initial person receiving offers will no longer receive them. If the mailers
are arriving in someone else's name and the coupons are used then the mailers will continue to
arrive in the original person's name.

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