3 P's
Professional, Positive, & Proactive
Professional, Positive, & Proactive
This branded component must be included at the beginning of the interaction.
What is thanking the client for contacting The RealReal?
This should be restated clearly before proceeding to the next steps.
What are the client’s concerns?
The following was applied in the client email response to confirm the shipping of an order: CS:: Order Status:: Shipped & In Transit
What is a Zendesk macro?
This section of the Quality Assurance scorecard allows the graders/managers to view the agents’ steps working through tickets.
What is Screen Capture/Screen Recording?
These members earn the highest commission + annual sales over $10,000 + free First Look access + 1 time $100 coupon.
What is a VIP Consignor?
This template must be correctly followed in alignment with the agent’s role for all external email communications.
What is the signature template?
These were provided to the client regarding the resolution to set proper expectations.
What are timelines?
This Zendesk field can have options like “General Return Questions” or “RMA Request- In Policy” for order return inquiries.
What is an Issue Area?
The agent would need to take this step of the process for an item’s image to be updated and the description to ‘Pristine’
What is submitting an Item Inquiry?
or
What is an Item Inquiry?
Clients ‘Loved’ an item by clicking the heart icon & saved for later.
What are Obsessions?
This should be demonstrated throughout the communication to build rapport with the client.
What is a positive, professional, and helpful tone?
This was discovered promptly to understand and address the client’s concerns.
What is the ‘root of the issue’?
These 3 components are needed to complete the internal documentation.
What is the Reason for Contact, Admin info, and the Resolution Provided?
Accommodations can be made for certain situations like late returns, the ordered item arriving damaged, or an ordered item that was not as described for items like handbags, swimwear, luggage, beauty, & items with a 40% discount.
What is Out of Policy Return Handling?
or
What is a Final-Sale Return Exception?
This women's item is the most searched-for on our website.
What is a Chanel Classic Flap bag?
Acknowledgment of this client attribute must be completed in either the greeting or closing for all Consignor-related inquiries.
What is the client’s tier?
Pre-work and these were completed for any out-of-policy accommodations or exceptions.
What are approvals?
This action is done to consolidate multiple tickets for the same issue to streamline communication.
What is a ticket merge?
This team follows certain protocols to prevent non-tangible theft, misconduct; cancel orders and/or block users.
What is the Fraud team?
The amount of Brick and Mortar locations (not including warehouses)
14 Retail locations + 2 Luxury Consignment Offices (LCOs)
The agent should take this for any inconveniences caused by the company.
What is accountability?
This was done to inform the client for clarification and future understanding of our standards and policies.
What is providing educational information?
The underlined words are examples of what?
“Upon completing the investigation, the RTC item could not be located in the authentication center. We apologize for this inconvenience.”
What is internal language/verbiage?
Some of these following guidelines need to be followed every time:
- The item must be live on the site (already launched)
- The item must not be sold
- Items priced under $995 and listed for 5 days or more will not be eligible
- The comps must be considered to justify
What is a Pre-Sale Price Increase Request?
or
What is a Before-the-sale Price Increase Request?
This is a fluctuating commodity currently valued at $3.21
(Hint: Think Wall Street!)
What is REAL stock?