Concessions
What does DNR means
Delivered Not Received
Sa pinoy food, ano ang tawag sa "soy bean curd with tapioca and syrup."
TAHO
What does MFN stands for?
Merchant Fulfilled Network
Full name of your trainer
Ivares Paul Dano
How many minutes is the standard holding time?
2 minutes
Give any concessions that we can offer to our customers. Name at least 3
Return
Refund
Replacement
Promotional credit
Returnless Refund
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?
Contact seller.
Total team members of your wave
26
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
Guess the Emoji
👩🏻 👩🏻 👩🏻 👩🏻 👰🏻♀️🤵🏻
Four Sisters and a wedding
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 if needed
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
Hello
NO
Name 3 of your Mentors
Alain
Jimmy
PEEJHAY
Alex
Situation: Order is delayed, customer needs the item as a gift for his son's birthday tomorrow.
Please provide your own empathy statement.
- Provide your empathy statement
What Concession should we process if the customer would like to return a pack of juice because they do not like the taste.
Returnless Refund
Ano ang ibig sabihin ng ikatatlong K sa isang pinoy revolutionary group na KKK
Katipunan
What do we offer as a courtesy credit to customers who were inconvenienced of a particular reason?
Promotional Credit
Name 10 team members of your wave
^^^
Where do we look for the past conversations between the CSA and the customer.
Past Contacts.