QUALITY UPDATES

22/MAY/2019

Mandatory backend note format for voice:

Complaint/Inquiry Source: inbound call (phone number)

Issue:

Resolution/Recommendation:

25/APR/2019

1. Standard Note Format (Ticket and Backend)

Follow the standard note format below for both Kayako Tickets and on the Backend.

-For Tickets:

Order ID: xxxxxxx

SKU: xxxxxxx

-On the Backend:

Complaint/Inquiry Source: xxxxxx

Issue: xxxxxx

Resolution/Recommendation: xxxxxx

2. Acknowledging Customer's Contact

Acknowledge customer's contact during the initial reply. The acknowledgement can be expressed as below:

-Thank you for email.

-Thank you for contacting us.

-Thank you for your inquiry.

3. Recap (Based on Chat, Call, FB Messenger)

Include a recap of the previous contact, agreement and discussion on their replies to emails from customers who have already contacted via chat, phone call, or FB messenger.

4. Positive Language vs Negative Language (Professionality)

Use positive language when assisting customers and avoid negative language to maintain professionality.

Avoiding to say NO, CANNOT, and other negative response is advised.

5. Modifying Supplier's/Purchaser's Update/Resolution to Customers

Before forwarding the supplier/purchaser's message to the customer, it should be modified properly to avoid confusion and further issues. Due to a number errors observed during the previous weeks, it was decided that before forwarding the issue to the purchaser and before sending the update/resolution to the customer, it should be checked first by the SME

05/FEB/2018

• PICK UP REQUEST (ORDER ID: XXXXXXXX) should be used as the email subject for requesting pickup with TIG. Please change XXXXXXXX with the correct Order ID.

16/NOV/2017

Starting today, use the following templates for TIG returns:

• TIG returns for replacement
• TIG returns for refund

14/SEP/2017

New process for TIG returns:

TIG Return (Arranging pick up)

11/SEP/2017

• Starting today, for all aftersales cases, the agents of CSPH are required to log notes in the Kayako with the ORDER ID and SKU. The format should be:

24/MAY/2017

• Starting today, eBay postage calculator also includes a drop down option for suburb which should be chosen to get the exact postage fee. For postage inquiries, the email template should include this.

08/JUL/2016

• Customer service representatives are required to choose the correct TYPE (type of customer's issue/concern) in Kayako emails. Incorrect choices of types will be marked down in their QA scores related to Tools from 11-Jul-2016 onwards.

10/FEB/2016

• As the ebay messaging upgraded it's feature, we don't need to ask the customer to send the photo/s to ozauction@gmail.com just ask customer to directly send the photo/s via ebay messaging.