Jeopardy

Communicator Chat interaction

100

Name the three phases of a chat?

Receiving a Chat

During the Chat &

Wrapping the Chat up

200

What information will the Recent Contact identifier display?

• The identifier will include the contact reason (CCR), the name of the teammate who worked the previous SR and the day the previous SR was modified.

300

What are the steps to update an CCR Classification?

Click the CCR Value/Classification.

Then you will see the classification screen where you can update the CCR values and leave your note and click on “Save”.

400

What is the loyalty statement and how should you incorporate it into your greeting?

Customers who have an account registered for one year or more must be greeted with the following statement: ‘I see you opened this account [years] ago, thank you for your loyalty. What can I resolve for you today?’

500

When handling Phone interactions, you will see that each tab is color coded. List the The colors and related status.

Blue:Shows pending movement to a different status after you finish your current interaction.
Red: Shown when in Lead, Lunch, Paid Break or Unpaid Break.
Orange: Shown during Coaching, Coaching - Integrated, Meeting, Prep Time, Technical Issues, Training or Worker's Council.
Green: Shown when available and either waiting for an interaction, or currently working on an interaction.

CSKB RESEARCH

100

What guide are you able to locate information on Canceling an order?

GUIDE1136

200

What guide are you able to locate information Fundamental service policies for customer?

 GUIDE1731

300

What guide are you able to locate information on EMBG?

Guide1520

400

“How can I update my account?”

list the Keyword along with 2 Additional Terms for the question above.

keyword: Account Update

Additional Terms:

Username

Password

Address

PIN

Account information

Close account

Email

Security questions

Email notifications

500

What are some tools that you can use to search within a KB article?

• CTRL+F
• Use the side panel to navigate to specific sections
• Use filter boxes within data tables
• Expand accordions for navigating tabs within articles

INR

100

Can a buyer who has been “removed from the buyer protection program” (as indicated by an account flag), still file a case?

Technically they may still file a request, but they will be unable to escalate and the seller will win the case

200

When is the latest the buyer could open an INR request if there is an ADD available?

ADD + 30 calendar days

300

When does an INR request have to be made to be covered under eMBG? Please list the minimum timeframe along with the maximum 

• Minimum:

Note:  Use ADD. If ADD is not available, use EDD. If EDD is not available,   use LEDD.

• ADD +1 calendar day
• EDD +1 calendar day
• LEDD + 1 calendar day
• Maximum:

Note:  Use ADD. If ADD is not available, use EDD. If EDD is not available,   use LEDD.

• ADD + 30 calendar days
• Final EDD + 30 calendar days
• LEDD + 30 calendar days

400

When is a buyer who has refused delivery covered by eMBG?

• The buyer refused to accept the delivery because:
• The parcel was damaged during shipping.
• The item arrived with an unexpected cost on delivery/ postage due/ cash on delivery (COD). There was no mention of the additional fee prior to the purchase.
• The seller falsified information about the value of the item on the customs forms.
• The seller instructed the buyer to refuse to accept the parcel and there is evidence of this in eBay messaging.
• The item arrived after LEDD.

500

• What are the sellers' options if an INR request is opened?

• Provide tracking.
• Issue a full refund.
• Send a message.
• Ask eBay to step in (after SMIR).

Random

100

What is the timeframe for a seller to initiate a refund after receiving a return?

 2 business days 

200

What are the steps to register a seller account?

To create an eBay account:

1. Go to the Registration page.
2. Select Personal account or Business account (Business account registration require different information)
3. Enter the required details for the account type, including bank information, and select Register.

300

If you receive a suspicious email, what email address should you report it to?

[e-mail]

400

There are 3 main methods used when registering an account, what are they?

•    Email

•    Facebook

•    Google

500

List all the remorse reasons along with snad reasons when opening a case on ebay. 

Remorse

• Ordered by mistake.
• Don’t like it
• Changed my mind.
• Doesn’t fit
• Found a better price.

SNAD

• Arrived damaged.
• Missing parts or pieces
• Item is defective.
• Received wrong item
• Doesn’t match description or photos

Customer Service: End-to-End

100

What is Our GCX Purpose is our response to the Voice of our Customer?

We are passionate about creating the best experiences for our people, customers, and partners through inclusive collaboration; inspiring each other to deliver extraordinary impact’.

200

what are the 3 components that make ‘eBay’s Voice’?

We sound straightforward and conversational

We respect our customer’s time

We sound optimistic

300

In what situations should the loyalty statement be avoided or refrained from being used?

• The account status is Suspended
• The account status is On Hold
• The account is a Merchant Account
• The account registration is less than 1 year
• The call was transferred to you

400

What is customer service?

Customer Service is the assistance and advice provided by a company to those people who buy or use its products or services.

500

what is the  STANDARD CALL GREETING:

STANDARD CALL ME GREETING:

• Teammate: This is eBay. My name is [Name]. May I have your first and last name?
• Customer: [states name]
• Teammate: [completes additional verification if it is required]
• Teammate: I see you opened this account [years] ago, thank you for your loyalty. What can I resolve for you today?