Customer Service
We only apologize when the fault is with Amazon
False. We always take ownership
What knowledge center resource helps you to handle Customer service by Amazon inquiries?
CSBA / Landing Page
Customer has a preorder question on an item he is trying to order, how can we help?
Walk the customer through how to contact the seller on the website
T/F
It is okay to provide order numbers, customer’s addresses and last four digits of the customer’s card over the phone if it is the customer we are speaking to or an internal rep.
False
I placed an order on Oct 6th, EDD is Oct 7th. I just got a notification saying it was delivered, but I don't have it. How can you help?
- Probe customer to see if she checked around and with neighbors
-Educate customer and Ask the customer to wait for the FRD
What part of the Call Flow, Does paraphrasing fall under?
Listen to Acknowledge the Issue
What resource helps you to handle DNR issues?
DNR Contact Handling
My order is damaged and I want a refund NOW! How can we help?
Contact the seller on the customer's behalf to request the refund
Sarah has an order that is untrackable from a third party seller. How can we help her to get tracking info?
Contact the seller
It's been 7 days, my order has not arrived and I am still waiting. How can you help?
Apologize, empathize and offer the right concession type to fix the issue
What are the 5 Amazon Contact Tenets
Treat Every Customer as a friend, Solve the Problem, Escalate systemic Issues, Reduce customer's effort, Answer the questions asked
What KC Policy provides information on when to transfer to SDS?
Transfer / SDS Recipient
I filed an A-Z claim yesterday and I still have not received my refund. How can you help?
Educate the customer that A-Z Claim can take up to 2 weeks to be completed. Ask customer to wait.
I received the product with the same damage twice. What do you do?
Pull the Andon Cord
If a seller doesn’t want to go through Amazon for payment on an order, it is okay for them to contact the customer directly and request payment outside of Amazon. This does not violate our Data Handling or Terms and Conditions.
False. It is not okay for payments to be requested outside of Amazon
What does S.C.A.R.F stands for?
status, certainty, autonomy, relatedness, and fairness
What is the third step to follow when doing an outbound call to a customer?
Don't keep the customers waiting by trying several times to call them! After one call attempt failed, send an email to the customer with the information they asked for.
I just placed my order less than 30 minutes ago. I don't need it anymore. Please cancel. How can you assist?
Cancel the order as it is less than 30 minutes since it was placed.
Prime order is late and I a very upset. What concession can I get?
5 pounds promotional credit
John placed an order on Sunday November 29th. He received an EDD of December 1st. Today is November 30th and the order has still not shipped. John is furious and wants to be compensated because the order is going to be late. Should he be compensated?
No. His package is still on time. Customer just needs to be educated.
What does it mean to power close a contact?
What Policy helps you to handle Unknown charges?
Payment / Unknown Charges
The seller asked me to withdraw my claim and now that I did, he won't refund me. How can we help?
Send a request to have the claim reopened to the a-z email queue
What are the key pieces of information needed to locate an unknown charge?
Charge Id, Last 4 digits of the CC and Exp date, charge amount, charge date and charge description
What is the best resolution for a customer’s order is marked as “Returning to Sender”?
Advise the customer that the order is enroute back to Amazon and will be refunded once received