Supplemental training week 1

Supplemental training

Paypal

Damage but not due to shipping

Batch or serial number

Orbio search engine sample

Change address request

Orbio search engine

TOP MARK DOWNS

Correctly updating ticket properties

Editing email accordingly

Paypal

A quick announcement about our Paypal payment method on our sites. It's currently unavailable, but the team is already working on this, so in the meantime, please recommend to customers that they use a different payment method or try purchasing via Paypal at a later time.

Batch or serial number if the item is damaged but not due to shipping

• Aside from troubleshooting, we should also ask for the batch or serial number if the item is damaged but not due to shipping, has quality issues, or has missing components, for example, a missing Synoshi cable. Once you have the information, please raise it in the product-issue forum here in Discord.

Please use the format below:

• Issue Description:
• Ticket Link: [Insert Ticket Link Here]
• Order Number:
• Batch/serial number:

Change of address request

• Regarding our change of address procedure, kindly be advised that we can only change the customer's country if they have inadvertently selected the wrong country. Requests from customers who want to completely modify to a different country won't be fulfilled.

• It is important to escalate this concern to an online supervisor to ensure that the request will be forwarded to Slack. This process only applies for change address- no FC assigned.

Orbio search engine (Product information)

Moving forward, try to utilize the Orbio search engine; all information regarding our product is already integrated and ready to be used.

Can't download the poliglu app & the app is stuck on paring (android)

Poliglu/ Enence

• We're currently updating the poliglu app and we've been receiving reports from customers that they are unable to download it. As a temporary solution, we kindly ask our customers to download the Enence app while we work on updating the poliglu app. Also, we've included a process guide on ClickUp for stuck on Bluetooth pairing stage for Android devices.

Cx can't download the Poliglu app

The app is stuck on pairing (Android)

+info

+info

Payment issue

Top mark downs

• Correctly updating ticket properties
• Editing the email template according to the situation
• Leaving an admin panel note

correctly updating ticket properties

Editing email accordingly

• Agents are advised to edit the template accordingly, including the cost of the non-physical gifts. Agents should make it a habit of always proofreading the email before sending it.

• Make sure to edit out unecessary color coded line in the template if not applciable.

Editing email accordingly

Editing email accordingly

Editing email accordingly

Leaving an admin panel note

Leaving and admin panel note

Quiz time!

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Got an idea?

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!