Was this a fail?
Any questions about ads in this podcast must be closed as irrelevant
What is JRE
This principle makes sure every interaction is dealt with care and empathy.
What is AP1, Treat every customer as a friend
This Guru card let's us know what versions are currently available
What is App versions
This card lists out what details can be used to verify each type of account and each kind of payment, with exceptions.
What is Security Verification Guidelinesb
Checking who handled previous conversations is important to make sure you're avoiding this critical fail
What is replying when not L2/L3 trained
This principle is being followed when the user has been disconnected from chat in the middle of an ATO process, we escalate immediately on our side and let them know Accounts will be contacting them soon
What is AP2: Respect the customer's time
This Guru card has a laundry list of topics about things that we're not supposed to respond to the customer about
What is Sensitive Trends/Do Not Engage
This number starts with P and can be used to find and verify accounts.
What is a Merchant Reference number
Closing unused Fanbase tabs and double-checking the username is the best way to avoid this critical fail
What is making changes to the wrong account
Roger follows this principle when he posts in Hangougs the case number, and a quick description of the issue with Key words
What is AP5, Ask for help and highlight issues
This Guru card has all the Do's and Don't's for tone of voice
What is the Social Style Guide
You'll need this to verify an account with payments made through Boku.
What is a Transaction ID
Not requesting this when we ask for non-specific payment information, such as a statement screenshot, is now a high prio
What is having the user hide Sensitive Information
Some people just send a template to answer questions about Student Premium being charged the wrong price. This principle is used when we let the user know this is their last year to reverify
What is AP 3, Solve issues and answer questions
This Guru card outlines what to do when a customer's login details for Spotify are publicly shared on online forums or other websites.
What is Account Dumps & Batch Password Resets
This India-exclusive payment method is verified with free details.
What is UPI