Like shopping at Best Buy but don’t like their lack of customer service and crappy return policy? They’ve got an offer for you. Spend $2,500 per calendar year and you’ll be considered a “Reward Zone Program Premier Silver Member.” The benefits of this membership are immediately apparent. You’ll get your own dedicated customer service line that’s only for Premier Silver Members, and a more generous return policy as well. Why should good customer service be available to bad customers? We’ve got the text of a Best Buy Reward Zone Silver Training Document, inside.
Three CR Teams to Handle Reward Zone Premier Silver Customer Calls
As of Monday June 9th, three teams in Customer Care will be skilled to receive calls from Reward Zone Premier Silver Customers. The role of these three teams will be to support normal BBY retail customer issues, not to adjust RZ Points or address escalated RZ issues. The three teams are Jane’s, Scott F.’s and Esau’s.
Any calls received by those teams requiring RZ point adjustments or involving an escalated RZ issue should be transferred to the dedicated Premier Silver Customer Support Representatives in Reward Zone using the UTC extension #533.
The three CR Teams have been chartered to handle Reward Zone Premier Customers in order to give those customers more immediate response to help through our phone systems, and to provide a heighten level of both service recovery and policy exception consideration from Customer Care.
All CR Agents should have a high-level knowledge of the qualifications to be a Reward Zone Premier Silver, and know the policy exceptions provided to RZ Premier Silver Customers. RZ Premier Silver Customers will be identified in fcClient in as “Premier Silver” in the Tier Fields in the fcClient “Search” and “Case” Screens.
If a CR Agent other than agents on those three trial teams happens to receive a call from a RZ Premier Silver Customer, they should transfer the call to an agent on one of those three teams. Even if the nature of the issues is within the scope of normal issues of a CR Agent, for reporting purposes, we would like those calls transferred.
The qualifying requirements to be a Reward Zone Premier Silver Customer:
The customer must spend $2,500 in a calendar year to qualify for RZ Premier Silver status.
The $2,500 can be purchases at a BBY Store, Best Buy.com, or purchases at another retailer if the customer uses a RZ MasterCard
The Benefits of being a Reward Zone Premier Customer:
1.25 Points earned for every dollar spent (as opposed to 1 point for every dollar for other RZ levels)
1.5 Points earned for every dollar spent using a Reward Zone MasterCard at a BBY Store or BestBuy.com
Premier RZ Customers can bank points (unique to Premier Members)
Special Offers from Geek Squad
Free shipping on BestBuy.com purchases
Dedicated support services – CR, BestBuy.com & Reward Zone
Priority Access to Reward Zone Program member events such as concerts and private concerts.
(All RZ Customers will need to accumulate the same 250 Points to receive a $5 GC )
Policy Exceptions for being a Reward Zone Premier Customer:
45 day product return policy
45 day price match time period
No 15% restocking fee on those products that would normally be charged that fee.
MyRewardZone/Premier [Best Buy]