CONCESSION
The customer called in about an item that he received. According to the customer, the freebies are missing in the package.
Which START HERE will you read/open?
Outbound
The customer called in about an item that he received. According to the customer, the freebies are missing in the package.
What will you check to verify if he's saying the truth?
package weight on OBLT vs package weight on website
The customer called in about an item that he received. According to the customer, the freebies are missing in the package.
Provide your empathy statement.
*empathy statement*
The customer is not accepting the resolution you're providing and is asking for you to connect her to someone who can help her. "Verbatim: You're not helpful at all, just connect me to someone who can actually help me" What will you do?
Do not transfer
The customer called in and reported that his package got stolen. Upon checking, the order is a NOKIA phone with an order total breakdown:
Original Price: $106
Tax: $4
Coupon used: -$11
Subtotal: $110
Order Total: $99
What's your next step?
request Incident report as order total is below $100
The customer called in and reported that his package arrived 2 days late than the Promised Delivery Date. Upon checking, the order is a NOKIA phone with an order total breakdown:
Original Price: $106
Tax: $4
Coupon used: -$11
Subtotal: $110
Order Total: $99
The customer is asking for you to refund the $11 coupon as compensation.
What will you do?
do not refund
The customer called in and was very mad onset the call. The customer claims that the previous representative didn't know the process and provided him incorrect information. According to the customer, that previous agent advised him that his refund will not be processed and the customer didn't accept that so he called in again. "I hope you could correct that misinformation and be the one who could really help me resolve this", accoring to the customer.
What will you do? What will you check?
look for CAP>Disconnect annotation from previous contact, then provide last word if present
The customer called in and said, "I didn't receive my packages. I ordered a glue for my son studying in North Carolina since he needed it for his school project. My son called me early in the morning, saying he hasn't receive anything on his dorm. I ordered it together with a dress that I needed for a party, and it's the same problem. Both of them were tagged as delivered at around 6 am today. I already checked with my neighbors but to no avail. I hope you can help me with this, this is frustrating!"
What will be your next action? (how many Police Report will you request to the cx?)
2, because although both delivery dates are within 4 hours, the addresses are different
The customer called in and said he didn't receive her orders. Order details are below:
Order ID: 111-5555-7746
Item: Mattress
Delivered: Nov. 9 - 22:24 pm
Seller: Amazon
Amount: $310
Order ID: 111-5524-5223
Item: Mattress
Delivered: Nov. 9 - 23:02 pm
Seller: Uratex
Amount: $310
What will be your action according to RSPR?
Request only 1 Police report since both orders are delivered within 4 hours although they are on 2 different order numbers.
The customer called in and said he didn't receive her orders. Order details are below:
Order ID: 111-5555-9999
Item: pillow
Delivered: Nov. 9 - 22:24 pm
Seller: Amazon
Amount: $31
Order ID: 111-5524-8765
Item: Mattress
Delivered: Nov. 9 - 23:02 pm
Seller: Uratex
Amount: $402
What will be your action according to RSPR?
Request only 1 Police report for mattress and 1 Incident Report for the pillow as the mattress is high value and the pillow is less than $100.
Table 2 will route you to what process?
Safelisting
The customer called in about a delivery. Upon checking on OBLT, the event status is 408.
What does it mean?
Returning to seller
What will you paste on OBLT?
tracking number
The customer called in inquiring where will he receive the refund for an item that he returned last week. What tool will you pull up?
SLA Calculator
The customer called in about multiple items. On the match cards, you saw that all of them was already refunded. Will you still open the CAP website?
Yes, it must be opened for every contact/order.
The customer called in saying he already filed a Police Report. He provided you the phone number of the Police Station and the name of the Office to call so you can verify it.
What will you do?
Do not get/call the number cx provided. Get the Phone number of the Police Station on google instead.
You validated a Police Report and contacted the Police Station. Officer was able to verify that the Police Report is valid.
You reviewed the Police Report in pdf format the the customer sent, and all the details are also correct but it doesn't contain the address of the Police Station, will you accept it?
YES -if the only missing detail is the address of Police Station, it can be considered as valid.
RSPR means what?
Risk Stratification Policy Recommendation
What's the meaning of RCLP?
Recipient Contact Landing Page
ENUMERATE the Criteria for Safelisting
CTO Ratio - less than 20%
Order total - more than 20
account status - normal
account tenurity - more than 5 years
price of item - less than $300
consistent story of the cx about the issue
no more than 1 block list on previous contacts
The customer is requesting a refund for an item. Upon checking, you saw that the previous representative sent him an Incident Report. The cx said he already sent that but upon checking, the order # he put on the IR has 1 incorrect number. What will you do?
Resend the IR and educate cx that it should be correctly filled out
Agent: I can provide you a refund or a replacement for this order.
Customer: That would be awesome!
Agent: Which one would you prefer?
Customer: Sorry, but what do you mean?
Agent: Do you prefer to receive a refund or a replacement?
Customer: Oh okay! Sure, thank you! Go ahead and process it.
Agent: I'll be more than happy to process it.
**Customer idle for 4 minutes**
PARK or NOT?
PARK - because we need the answer from cx before we can complete the process
Agent: Hi, Customer. Agent here to assist you.
Customer: Hello!
Agent: How may I help you today?
Customer: I'm contacting about an order
Agent: I'll be happy to assist you with that. Which order and what happened to that order?
Customer: I forgot the name. Let me pull it up on my account
Agent: Sure thing! Take your time.
**4 minutes already passed**
What's your next action?
Follow up question if cx is still connected, then park if still no response after 2 minutes.
The customer called in saying that the previous agent requested her to send an Incident Report and was advised to call back after 3 days. It's already the 5th day from that call and the cx already sent the IR as well. Order details are below:
Order ID: 111-58539583-93879386
Item: Cabinet
Amount: $75
Sold by: Xiao Xu
Fulfilled by: Xiao Xu
You checked the Incident Report and the filled out information matches the order details. What will you do?
Do not refund. Contact seller. The previous action might be incorrect as the order is from 3rd party seller.
BONUS if someone from your team will conduct a mock call - call must be CAP related
+50 points! (if condition met)