Managing Seller Relationship
What are some techniques how can we manage our tone to de-escalate?
- Keep even and calm tone
- Never raise voice and match Seller intensity
- Be Polite and Respectful
- Confident (fake it until you make it)
Severity 1 and Severity 2
Transfer Queues can be found where?
On relevant SOPs for the work article type, marketplace and language
Why is it important to create a Ticket correctly?
To ensure the ticket is directed to the correct Resolver Group who can help resolve the issue.
Screenshots
We avoid sending screenshots in case we share internal information.
When do we cut a SIM to the ESPR / SP-SEED (Esclations) team?
Selling partner is addressing in their email:
Dear......
- Jeff Bezos
- Andy Jassy
- ESPR team
- Managing Directors
Quicklinks are what and can be found where?
A quicklink is a hyperlink found in SOPs that is essentially a shortcut to ticket creation.
When we resolve a case, we need to select reason codes and reason categories. Where can these be located?
On relevant SOP related to issue.
Which Remedy tool would be used for when creating a new ticket?
Remedy Quicklink tool
Handle a Case Where the Seller Requests to Contact a Member of Leadership
You are having issue accessing a tool on a SOP, which requires you to create a ticket. Which severity will you place it in when requesting access?
Severity 4 - Individual impaired.
We can share SOP and SIM links with Sellers to help them understand their queries?
No!
Can only share help page links.
Which Remedy tool would be used for viewing an existing ticket on a case?
Remedy View and Edit tool
Is the following an educational, technical or emotional issue?
''I tried following the help page to add a product but it is not successful, can you help me?''
Educational
Name one benefit of Leia?
- Reduces duplicate tickets
- Prevents the creation of tickets with missing information
- Reduces unnecessary work for ticket resolver.
NVA stands for what?
Non-Value Added
What is the name of the SOP for guidance on Remedy Ticket tools?
User Guide for Remedy Quicklink and Remedy View and Edit Tools
Do we apologize for Policy?
No
We can explain the policy and explore options available but not apologize for policy
When Leia is launched on an SOP after clicking certain quicklinks, what will it prompt you to input?
Case ID
If your not sure which Atlas Card to select, what resource in the paragon case can help you with understanding which to select?
Search Seller Task
If your case is a 911 Case, where and how do you indicate this information on your Ticket? 2 answers, I will accept one.
Add 911 in Title
Change Severity to 3 on ticket