Can you make a note?
When in doubt, you should do what?
Make a case!
When you're researching risk orders via google search, what are you looking for?
We will accept anything related to tying the customer to who they say they are and how they are associated to the information the provided! :)
When should you provide the exact date of delivery?
We shouldn't. Our dates are estimated. We cannot predict potential errors in the shipping process.
“Hi there, I have been working with Pépé Roni ...” what is your first move?
“Give me just a moment, I can check to see if Pépé is available.” Then ping peer via teams, and wait for a response.
Your customer received a light fixture with a broken glass piece. The item is on backorder for 6-14 weeks. What can we offer the customer?
We can offer to see if we can send the replacement glass in an ncr.
Name three reasons when you WOULD make a case.
Return, Freight Claim w/ NCR, backorder status, updating order, cancel request, more
Name two elements required with risk orders?
2-3 Links and submit ticket via ServiceNow
You are setting up a return for a customer that must go back to three different return centers, but the customer wants to send them all back together. What do you do?
Set the expectation that the returns must be sent back exactly as they are set up or they will not be refunded properly.
You need to transfer a customer, you see the rep is green in teams. You can directly transfer customer because of the Ready Status in Teams. T / F?
False, you should always message and confirm someone is available for the transfer.
“I just received my dishwasher, and it looks like it was punched, sos.” What are you doing first?
(Apologize) Check the date of delivery to ensure customer is within reporting window. If within 48hrs, request photos
You should be looking here when follow up is near.
My Open Cases
Signifyd score of 873 – what are the chances of this being risk?
0 = HIGHLY likely to be fraudulent 1000 = LESS likely to be fraudulent
You are helping a customer who is demanding overnight shipping on a toilet tank that ships via UPS Ground. What expectations are you setting for your customer?
Expediting fragile items may result in another damaged product due to the quick manner the shipping companies move to meet the delivery timeline.
A customer demands to speak with a manager urgently. How should you respond?
Offer immediate assistance and gather details about the customer's needs. If unable to provide a solution, initiate an escalation by creating a case and requesting support through the Customer Escalations room.
What are the 3 images required when reporting damage?
The packaging, entire item, the damage
You must make a new case if the customer is checking in on a previous request. T/F?
False, if there is an open case and the customer is just checking in, you are okay to add a case comment!
Customer calls in asking for YOU to verify their email address on their order. What do you do?
Request the customer's email and verify once they provide the information FIRST.
You let a customer know you would respond in 24 – 48hrs, however the vendor has no response yet. Are you okay to wait to reach out to the customer until you have a response? T/F?
False, we made a promise to the customer so we need to see it through.
A customer chats/calls in and is an owned pro, after trying to connect you notice the pro is out of office. What do we tell the customer?
Notify the cx their pro is OOO and ask if there is anything we can assist with. Once complete, make a case and Teams AM/Pro with case #.
Would this be defective return OR freight claim? Why?
Damaged Freight Claim - Package has clear damage indicating it was not handled with care.
What are 3 important elements of an OOTP case?
Order Number, Details of conversation , and what has been offered/done to assist.
Customer calls in reporting a charge on their account, however they have not done business with us. What do you do?
Ensure the customer didn't place an order with us. Tell customer we will report and they should report with their bank as well. If the order hasn't shipped, attempt to cancel and refund.
The customer calls in escalated because the prior associate disconnected mid-call while they were explaining their toilet arrived shattered. What is the first thing you do?
Apologize for the experience. Show empathy for the situation.
We want to ensure the customer knows we are here to help!
A customer calls in stating they purchased an item from Amazon that we shipped to them, and it was damaged, what do you do?
Let them know that they would need to reach out to our Marketplace team directly. Attempt to connect or provide the direct number to the MP team.
The customer refuses to provide images of the damaged product and is requesting you set up and NCR in good faith. What do you do?
Let the customer know unfortunately without images we are unable to send a replacement. If they can provide the images requested, we can move forward with the replacement.