QUALITY UPDATES
November 17, 2021
UPDATED CALL FLOW
1. OPENING SPIEL
-Always greet the customer with a warm welcome and with a smile
-Adhere to the greeting script. (Sample spiels below)
-Very essential that we project / show willingness to help.
-First impression to the customer.
-Positive tone of voice.
Thank you for calling (name) How may I help you for today?
Hi! My name is (name) How can I assist you today?
2. ACTIVE LISTENING
-Customer concern/ main issue
-the reason why customer called.
-Acknowledged customer's concern
-Probe – follow up question
-Paraphrase - Paraphrasing is repeating in your words what you interpreted someone else to be saying
-Show Empathy; apology if needed ( Sample spiels below)
We apologise for any inconvenience caused.
We understand the frustrations you are encountering.
We apologise for the issue you encountered. Let me help you resolve this issue.
3. GATHER INFORMATION
-Account Authentication - for customer's security
-Order Number, Email Address - Registered, Customer Name - Account , Tracking number ( if available ), Item purchased
-Phone number and Shipping details will be the last resort for the account verification
-Email capture – The email address of the customer. eBay Stores and some special stores we do not have the record in the backend.
For reference http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=QUALITY_UPDATE
4. ISSUE RESOLUTION
-Be sure to utilize available system tools
-Give the customer accurate company/product/policy/procedure information
-Always adhere to the company’s policies and procedure
-Check WiKi for a resolution.
http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Main_Page
If needed escalate an issue to SME’s or TL.
5. RECAP
-Brief Summary of your phone conversation
-Recap email QUALITY UPDATES - crazysales
Here is a good spiel for recap email:
"By the way, before we end our conversation, you will receive a recap email on what we have discussed. Don't worry, you
don't need to reply. This is just for documentation purposes only. Thank you"'
6. CLOSING
-Ask if the customer may have any additional questions or issues before ending the call.
-Asking the customer if they still have any concern.
-Always adhere to the call closure script.
"Is there anything else we can help you with?“
“Is there anything else I can assist you with?”
Signature closing remark (any)
“This is ( Name) Thank you for calling! Bye for now!”
“Thank you for your time, this is (Name). Have a great day! Bye!”
October 29, 2021
Updated Backend Format
All agents are required to use the new backend note format for any customer interaction. This is applicable to a customer who has an order.
Complaint/Inquiry Source: Facebook/Kayako/CKM/Chat/Inbound/Outbound
Reference: (ticket ID/Chat ID/Ebay Case number)
Issue: (specify the issue (Ticket Type) and provide details)
Resolution/Recommendation: (specify resolution and the approver)
15/Oct/2020
Template email to be sent by Call Agent for Recap
Subject: Phone Hotline Recap (OrderXXXXXXXX)
Thanks for contacting our Customer Service Team. We are sending you this email to recap what was advised during our phone conversation.
-xxxxxxxx issue
-xxxxxxxxx resolution
We hope that you were assisted professionally and a resolution was provided to your satisfaction. In case we need to request additional information and update from our support team, we will leave your case open until we reach a mutual agreement to solve your issue.
Please do not reply to this email. If you have questions or complaints, email us at (LOB email address)
(Agent Name)
Customer Experience Specialist
NOTE: The agent that handled the call (aftersales) will send this email to the customer and log notes in the backend as follows:
(Ticket ID)
Sent recap email to customer
9/MAY/2019
Guidelines in Relation to Ticket History
1. CSPH agent should always check the ticket history before answering any ticket. This is because some customers are sending multiple emails concerning to a single item / order. To ensure first contact resolution (FCR), proper merging of tickets and answering all the concerns in one single email is the best strategy. If all the tickets are assigned to different individual staff, anyone can merge the tickets and answer the all the concerns, however, the owner of the ticket with the latest message is the one that should be responsible to merge and answer them if in case that the other staff has not yet done so.
2. In an instance that a New ticket has another 1 or more New tickets in the history, and all the messages pertains to a single item and/or order, all the New tickets should be merged into 1 single ticket and should be taken by the agent who merged them, regardless if the tickets in the history are unassigned or assigned to another agent/s. All the concerns should be answered in a single email reply.
3. In an instance that a New ticket has a ticket history with a status of either Awaiting-reply, Customer-reply or In Progress, and the message in the New ticket pertains to the same item and/or order, the New ticket should be merged with the ticket on the history and the status should be changed to Customer-reply and the ticket should be assigned to the previous owner of the Awaiting-reply, Customer-reply or In Progress ticket. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged.
4. In an instance that a New ticket has a ticket history in a Resolved status, the tickets should NOT be merged if the concern/issue on the New ticket is new and was never mentioned before on the Resolved ticket, the owner of the new ticket should answer/address the new concern/issue without merging the tickets. On the contrary, if the concern/issue in the New ticket is already mentioned before in the Resolved ticket but the agent who handled the Resolved ticket was unable to answer or address the concern before the ticket was resolved, the New ticket should be merged with the Resolved ticket and the status should be changed to Customer-reply and the ticket should be assigned to the previous owner of the Resolved Ticket. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged.
13/MAY/2019
Guidelines in Merging Tickets
Before merging the tickets, please make sure that they comply with the following conditions:
1. The emails are from the same customer.
2. The emails are of the same email address.
3. The emails must be about the same item / order from 1 store.
4. If the emails have different email addresses, they can still be merged if they are from the same customer and the concern/s are about the same item/order.
5. The emails were received under 1 store/department. DO NOT MERGE tickets that are received in 2 different stores.
How to merge tickets properly?
If the tickets comply with the above conditions, you also need to consider the Status of the tickets to be merged:
1. Merging NEW ticket with another NEW ticket/s. - Regardless if the other tickets are already assigned to other staff or unassigned, you can simply copy the Ticket ID of the one assigned to you, go to the other ticket/s, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on "Update". Do the same for the remaining tickets if there 2 or more tickets to be merged. After merging, make sure to answer all the concerns stated on the merged tickets. Observe proper Ticket Type, Status and Ticket Notes before sending your reply. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.
2. Merging NEW ticket with Awaiting-reply ticket - If the message on the New ticket is of the same concern on the Awaiting-reply ticket, simply copy the Ticket ID of the Awaiting-Reply ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from Awaiting-reply to Customer-reply. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.
3. Merging NEW ticket with Customer-reply ticket - If the message on the New ticket is of the same concern on the Customer-reply ticket, simply copy the Ticket ID of the Customer-reply ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on "Update". The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.
4. Merging NEW ticket with In Progress ticket - If the message on the New ticket is of the same concern on the In Progress ticket, simply copy the Ticket ID of the In Progress ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from In Progress to Customer-reply. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.
5. Merging NEW ticket with Resolved ticket - If the message on the New ticket is of the same concern on the Resolved ticket, simply copy the Ticket ID of the Resolved ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from Resolved to Customer-reply. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.
27/APR/2020
- Awaiting-Reply - use this status if you are still waiting for customer to reply. For example, if you asked the customer to provide any information like proof of the issue, confirmation of acceptance of our offer, correct address, etc. No need to use this status for eBay tickets. Do not just change ticket status to Awaiting-Reply without replying to the ticket.
- In Progress - use this status if the customer's concern/inquiry/issue is not yet resolved or completely answered and you still need to go back to the customer to provide an answer, resolution or update. For example, if you are waiting for the purchaser to provide product information, manual or resolution for an issue, etc. In Progress tickets should not be changed to Resolved without any reply or update from us. Always use the Wechat Reminder or scheduler so you can provide updates on time. Do not just change ticket status to In Progress without replying to the ticket.
- Resolved (EXTERNAL) - use this status if you answered/replied to the inquiry/email outside the Kayako ticket. For example, if you answered a Q&A via TradeMe or an eBay Case via eBay, you sent an invoice via eBay for eBay Total, or you cancelled an order via eBay for a cancel order request ticket.
- Resolved - use this status if you already have fully answered the customer's inquiry or if you have already solved the buyer's issue or concern.
- Closed (NO ACTION) - use this status for tickets that do not need any reply like a ticket of an eBay confirmation about a cancelled order, a Q&A with closed listing, a newsletter or advertisement.
- Open - this ticket status is set by the system if the ticket receives a DSAT/NEUTRAL score for the survey. The ticket needs to be replied based on the customer's inquiry, concern or issue. Open tickets should not be changed to Resolved without a reply from us.
- New - this ticket status is set by the system for any new email that enters Kayako or any reply outside an email thread. This status is also used for Loss Tickets.
- LOSS - IN PROGRESS - only use this status for ongoing Loss Cases. LOSS - IN PROGRESS tickets should not be changed to Resolved without any reply or update from us. Always use the Wechat Reminder or scheduler so you can provide updates on time. Do not just change ticket status from New or Customer-Reply to LOSS - IN PROGRESS without replying to the ticket.
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:
14/SEP/2017
New process for TIG returns:
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.
