Concessions
What does DNR means
Delivered Not Received
When can we expect our salary to come every month? (name the 2 specific dates)
Every 15th and 30th of the month
What does MFN stands for?
Merchant Fulfilled Network
Full name of your trainer
How many minutes is the standard holding time?
2 minutes
Give any concessions that we can offer to our customers. Name at least 2
Return
Refund
Replacement
Promotional credit
Who is the founder of Amazon?
Jeff Bezos
Item says delivered today, but customer did not receive the package. It is an MFN order. What steps will you take to help the customer?
Probe. Contact seller.
Total team members of your wave
23
What does AER means?
Acknowledgment
Empathy
Reassurance
Give at least 2 Amazon Prime Benefits
Free Shipping
One day/ two day shipping
Prime Video
Prime Music
Prime Gaming
Amazon Photos
Prime Reading
Prime Exclusive Deals
What tool do we use if we need to search Amazon policy, blurbs and references?
CS Assistant
What is the difference of an MFN order and CSBA order?
MFN - customer service is being provided directly by the seller (pre, post order issues)
CSBA - Amazon handles customer concerns (pre, post order issues)
Name 3 team members of your wave
^^
What does ACW means? And what do we do when taking ACW?
After Call Work
-wrap up the contact
-select the correct SIC
-put annotations
-send email to customer
Give the timeline for the refund to reflect on a customer's account once processed to Amazon gift card and credit card
Gift card - 2-3 hours
Credit card 5-7 business days
Based on Amazon Policy, do we offer Price Match?
No.
What resolution will you offer if the customer wanted to cancel an MFN order that has already been shipped?
Contact seller
Refuse or return the item once delivered for refund
Name of your Mentors
Earl, Shekinah, Trizia, Antonio
Situation: Order is tagged as delivered today and the TRACES is active. The item is a shoe needed for a birthday party event.
Please provide your own empathy statement and what are the resolution.
*each team will provide entry
- best statement and presentation of resolution wins
Give at least 3 departments that we can transfer our customers to (depending on the concern)
Instant Video
CAP
Account Change
Business Generalist
Escalation
Card Support
Amazon Fresh
Audible
Alexa
Fire TV
Fire Tablet
Digital Games and Software
PICK A TEAM (IF ONLY 2 TEAMS THEN THE SECOND TEAM WOULD NEED TO ANSWER)
IF THE CHOSEN TEAM GOT THE CORRECT ANSWER THEY WILL RETAIN POINTS
IF THE CHOSEN TEAM GOT THE INCORRECT ANSWER
THE TEAM WHO PICKED WOULD BE THE ONE TO GET POINTS.
Explain what CAP is
Concession Abuse Prevention - a department who handles customers who are abusing the concessions that amazon provides to the customers.
Can you explain what is an A-Z guarantee claim?
The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller who provides their own customer service directly to you. It covers both the timely delivery and condition of your items. You can make a claim directly to Amazon, and our team will check if you're eligible for a refund.
Name 10 team members of your wave
^^^
Name all 5 of Amazon Contact Tenets. Select one and explain.
Treat Every Customer as a Friend
Reduce Customer Effort
Answer the Question Asked; Never Guess
Solve the Problem.
Relentlessly Escalate on Behalf of Customers