Answer a Question

ANSWER

1

For DNR or Item Missing concern, the ARI investigation starts at the time that you _______.

go through the RSPR workflow.

1

George received a call from a customer who's very mad. According to the customer, Amazon sold him a battery-powered toycar which exploded and caused fire and had his hand burned. The customer told George that he's going to report Amazon to the Attorney General's office. What shall George has to do?

file a report or review to Product Safety / or send email to [e-mail]

2

Diane called Amazon last week for an item she didn't receive which is a speaker worth $67. She was then advised to wait for 3 days. Due to her hectic schedule, she was only able to call us back today. After opening the CAP website, the RSPR didn't recommend another policy. What will you do or advise her?

Grant the concession. If customer contacts back after the 3-day investigation is over.

A

1

It is used to reduce the intensity of a conflict or potentially out-of-hand situation. What is it?

de-escalation

1

Upon accepting the call, the customer refused to provide any information about his concern, instead, he  requested the Corporate address of Amazon so he can send a mail directly about his concern. What will you do?

a. Tell the customer that there is no other way to resolve the issue but only through the phone with you.
b. Transfer the call to Escalation line/CARE.
c. Give him this address: P.O. Box 81226 Seattle, WA 98108-1226 Fax: [phone]
d. Give him this email address: [e-mail]

C. Corporate Address:

P.O. Box 81226 Seattle, WA 98108-1226 Fax: [phone]

2

Which of the following is an example of MDR?
a. Miguel received a blue tumbler instead of a green one, then returning the blue tumbler.
b. Andeng received a ballpen, then returning just the box of the ballpen.
c. Ni received an iphone, use it for 5 weeks then return it claiming it's already used and not brand new.

 b - MDR = returning the wrong item, or an empty box.

QUESTION

1

Which among the following scenario is an example of CAP / Returns / Damaged and Defective Items/ Small concessions?
a. Kayl ordered a piece of chalk worth $1.25 but it melted in the box so customer is requesting a full refund without returning it.
b. Mondy received a defective vacuum and is requesting for the coupon used to be refunded instead of returning the item.
c. Samy ordered a bundle of phone + case, but only received a case and is requesting a replacement for the whole order.

 b. Small concessions = price reduction, promo/coupon refund, refund of return shipping box

1

"What about you return the item in UPS by buying a box out of your pocket, just keep the receipt and call us back so we can also process a refund for the amount you spent for it?"

This statement is considered as what component of IDEA (Silver Lining: Positive Positioning workshop)?

Agreement with the Customer

2

a. The customer is upset about the situation or the issue that's why he is also upset with us.  
b. Do not take customers' comments personally.  
c. Apologies are powerful mood changers.

When handling difficult conversations, all of the above are TRUE. YES OR NO?

NO ---The customer is upset about the situation or the issue, and not with us

Bonus

1

What gets sharper the more you use?

Brain

1

What is being celebrated today? Nov. 19

a. International Men's Day
b. Mama Mary's Birthday
c. Global Warming Awareness Day
d. Valentine's Day

A. International Men's Day

2

GUESS WHO - 4 pics 1 person (refer to pictures)

Mentor Diane
QUEEN + NA + LIE (sounds like lay) + O

Quinalayo