Call Flow
We need to say the following:
“Thank you for contacting PlayStation Support. My name is [Your Name]. How may I help?”
How to do the call opening (Greeting)?
Put yourself into the customers shoes and empathize with them. This enables you to have a human and friendly interaction and gain their trust
What is "showing empathy"? (or Empathy)
It is a guarantee from PS Direct Store where you bought the product, offering repair, replacement, or refund if the item is defective.
What is a Retailer warranty?
It is sent to a customer after they have completed a purchase.
What is Purchase Confirmation E-mail?
It can only be initiated by the consumer when the product is in stock on the site.
When is the customer able to do Self service replacements?
Ask if the customer if there is anything else you can help with.
What is the last step before closing?
It is very important while handling calls, since we’re not able to interact with the customers using body language.
Why is Tone of voice so important?
It is a guarantee from the product’s maker, covering repairs or replacements for defects in materials or workmanship for a specific time period.
What is a Manufacturer Warranty?
It is a document that itemizes and records a transaction between a buyer and a seller.
What is Invoice for Customer's Records?
It stands for Return Merchandise Authorization.
What does RMA stands for?
It is used if the customer doesn't respond 20 seconds after your greeting.
Avoid blaming other service or a 3rd element. You are the ambassador of PlayStation, you should show willingness to provide the customer with the best solution.
What is Ownership? (Taking Ownership)
It is made to repair or replace a product within a specified period, provided that the fault is not due to misuse or damage caused by the customer, but due to defects in materials, workmanship, or functionality.
What is the definition of Warranty?
There is no requirement on Sony Interactive Entertainment Direct Europe Limited to provide such information in the invoice.
Why do we decline an invoice with the VAT/NIF request from customers?
It is a process that helps assist PSD customers on the status of their order.
What is Shipment Status: Concierge Service Process?
We use the following script:
"Thank you for your interest in direct.playstation.com, however we currently do not ship to this region. Is there anything else I can assist you with today?"
How do we reply to a customer from a region not supported by PS Direct?
By calling consumers by their first name and allowing them to feel more comfortable when exchanging information.
How to use Personalization as a soft skills during the call?
If the product is over 31 days of the purchase date.
When do we refer to Hardware Support?
Only within 45 days.
How long can the customer download their invoice?
This RMA Status is when the return label has been downloaded by the customer.
What does the RMA Status "PendingShipment" means?
It helps us with acknowledging all customer’s points and it allows them to correct you in case you missed something or got it wrong!
What is paraphrasing?
It is a personal attribute that supports situational awareness and enhances an individual’s ability to get a job done. It is often use as a synonym for “people skills” or “emotional intelligence”.
What is the definition of Soft Skills?
You need to check if the customer wanted a repair and notate. If the product is repaired, the warranty is extended by a further 6 months.
If the customer requested a repair, but the service center exchanged the product, the retailer warranty starts over.
What is the Retailer Warranty Exceptions for France?
You need to escalate to BackOffice.
What are we supposed to do if the "ORDER CONFIRMATION EMAIL" option is grayed out or not available?
If the agent doesn't do this, a refund will be issued instead.
What happens if the agent doesn't select REPLACEMENT under special actions within the return flow?