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Support Team Branching Scenario
Anibal Villa Alvarez
Created on October 30, 2023
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Transcript
Welcome to Chavi's Support Team
Please complete this short activity
Got it!
Welcome to Day 2 on our team!
Today, you'll be helping two users. Take a look at the tickets opened to address their issues and guide them through the necessary process. Don't stress about getting it all right. Try and do the best you can.
Let's start!
You've opened Intercom
and have found 25 unopened tickets...
click on the last unread ticket
clara@ymail.com
Fwd: Form email - Other
Fwd: Form email - Other
On Thurs, 12 Nov at 10:19am, clara o'neil <clara@ymail.com> wrote:From: clara@ymail.com Name: Clara O'Neil Message: Good morning, Your team clearly has a problem responding to issues on time. I wrote another message to you ten days ago and never heard back. The order I placed on November 5th still hasn't arrived. Please tell me its status immediately.
reply
How do you reply?
You decide to...
You decide to...
check her order status in Chavi's admin and tell her the status. Her order is in transit.
point out that a message couldn't have been sent 10 days ago if her order was placed on the 5th.
You're not wrong, but you're not right.
Here's the thing. We get it. We really do. Clients can be demanding and go too far in their search for help. Still, we ask that Chavi Support help in the most cordial and effecient way possible to save time and energy over the course of the work week. Trust us. It makes a huge difference over time. Let's see what happens next.
NEXT
You've saved yourself time and energy.
This is the best call overall. Engaging in heated conversations or taking on users who are being unreasonable using their same tone often leads to drawn out exchanges where no one wins. Take a deep breath, reply as efficiently as you can, and move on. So what happens next?
NEXT
clara@ymail.com
Fwd: Form email - Other
Fwd: Form email - Other
On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:From: clara@ymail.com Name: Clara O'Neil Message: It's still in transit?? My order was estimated to arrive on the 10th and it's already the 12th! I need a solution immediately and at least a partial refund to compensate your mistaken time estimate.
reply
How do you reply?
You decide to...
You decide to...
apologize for the delay and state that as long as the package arrives within four days of the estimated delivery date, no refunds are granted.
apologize for the delay and offer her a 20% refund.
Sometimes the easiest way out isn't the best choice
It can be tempting to offer a discount to get a difficult client off your case, but discounts must only be offered in cases stated in Chavi's manual. You can offer a 20% refund if an item arrives more than 4 days after the estimated delivery date.
TRY AGAIN
clara@ymail.com
Fwd: Form email - Other
Fwd: Form email - Other
On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:From: clara@ymail.com Name: Clara O'Neil Message: It's a matter of speech. The point is that the package is taking longer than promised to arrive. Fix this or pass me to your supervisor.
reply
How do you reply?
You decide to...
You decide to...
apologize for the delay and state that as long as the package arrives within four days of the estimated delivery date, no refunds are granted.
apologize for the delay and offer her a 20% refund.
Sometimes the easiest way out isn't the best choice
It can be tempting to offer a discount to get a difficult client off your case, but discounts must only be offered in cases stated in Chavi's manual. You can offer a 20% refund if an item arrives more than 4 days after the estimated delivery date.
TRY AGAIN
clara@ymail.com
Fwd: Form email - Other
Fwd: Form email - Other
On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:From: clara@ymail.com Name: Clara O'Neil Message: I'm going to leave an extremely negative review of Chavi's everywhere I can and will tell friends and family NEVER to buy from you. Terrible, I'm really disappointed.
reply
How do you reply?
You decide to...
You decide to...
apologize for the delay and remind her that she will be eligible for a partial refund if the package doesn't arrive within four days of the estimated delivery date.
say that you're helping to the best of your ability while abiding by Chavi's policies. You tell her to write again if her package has not arrived within 4 days of the estimated delivery day for a partial refund.
clara@ymail.com
Fwd: Form email - Other
Fwd: Form email - Other
On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:From: clara@ymail.com Name: Clara O'Neil Message: Okay, whatever. Expect to hear from me again for my refund.
NEXT
That was tough, but you've completed Activity 2!
You've reached a reasonable point to write a simple sign off to the client and close the ticket.