Podcast
Questions and Answers
What is the main guideline associated with exchange and return requests?
What is the main guideline associated with exchange and return requests?
Which appendix provides details regarding customer required information for refunds?
Which appendix provides details regarding customer required information for refunds?
What is the procedure followed for a Mandarin Call Back?
What is the procedure followed for a Mandarin Call Back?
What process is mentioned for handling ghost orders?
What process is mentioned for handling ghost orders?
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Which appendix details the general information regarding delivery inquiries?
Which appendix details the general information regarding delivery inquiries?
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What appendix outlines the escalation for complaints regarding customer service agents?
What appendix outlines the escalation for complaints regarding customer service agents?
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Which appendix describes the timeline for exchanges and returns?
Which appendix describes the timeline for exchanges and returns?
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What should the Customer Service Executive (CSE) request from the customer for warranty verification?
What should the Customer Service Executive (CSE) request from the customer for warranty verification?
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If a customer insists on a warranty claim, despite the CSE advising otherwise, what should the CSE do?
If a customer insists on a warranty claim, despite the CSE advising otherwise, what should the CSE do?
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In the case of an item that has issues, what should the CSE advise the customer regarding warranty?
In the case of an item that has issues, what should the CSE advise the customer regarding warranty?
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What is a potential outcome for a customer requesting a return or exchange?
What is a potential outcome for a customer requesting a return or exchange?
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What role does the customer play in the warranty exchange process?
What role does the customer play in the warranty exchange process?
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What should a customer service executive (CSE) do if a customer wants to check the invoice status?
What should a customer service executive (CSE) do if a customer wants to check the invoice status?
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What does TAT stand for in the context of customer service inquiries?
What does TAT stand for in the context of customer service inquiries?
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Which action should be taken regarding an order that has been cancelled by the customer?
Which action should be taken regarding an order that has been cancelled by the customer?
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In which scenario should a CSE inform the customer of the General Hotline number?
In which scenario should a CSE inform the customer of the General Hotline number?
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What is the primary responsibility of a CSE in delivery related inquiries?
What is the primary responsibility of a CSE in delivery related inquiries?
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What should a customer be informed about when inquiring about their order status?
What should a customer be informed about when inquiring about their order status?
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Which of the following is NOT a responsibility of the CSE according to the information provided?
Which of the following is NOT a responsibility of the CSE according to the information provided?
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When a customer cancels their order, what documentation should be referenced?
When a customer cancels their order, what documentation should be referenced?
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What should be done first in a delivery related inquiry process?
What should be done first in a delivery related inquiry process?
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What follow-up action should be taken after informing a customer about TAT?
What follow-up action should be taken after informing a customer about TAT?
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What is the first step in the TV customer order journey?
What is the first step in the TV customer order journey?
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Which step involves a customer interacting with a hotline?
Which step involves a customer interacting with a hotline?
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In which step do customer service executives assist the customer?
In which step do customer service executives assist the customer?
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What is the purpose of Step 4 in the TV customer order journey?
What is the purpose of Step 4 in the TV customer order journey?
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What occurs in Step 5 of the order journey?
What occurs in Step 5 of the order journey?
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What does the customer receive at the end of the delivery process?
What does the customer receive at the end of the delivery process?
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What signifies the completion of the customer order journey?
What signifies the completion of the customer order journey?
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Which of the following steps follows the payment process?
Which of the following steps follows the payment process?
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During what stage does the customer learn about the waybill number?
During what stage does the customer learn about the waybill number?
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What information is required to confirm an order not in GTRUST?
What information is required to confirm an order not in GTRUST?
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Which pieces of information are needed for processing a refund?
Which pieces of information are needed for processing a refund?
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What is the first step a CSE should take for a refund request?
What is the first step a CSE should take for a refund request?
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What does a CSE need to advise the customer regarding refunds?
What does a CSE need to advise the customer regarding refunds?
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What details should be collected from the customer for a bank account?
What details should be collected from the customer for a bank account?
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Which of the following is NOT required in customer information for the refund process?
Which of the following is NOT required in customer information for the refund process?
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For a credit card refund, which pieces of information are essential?
For a credit card refund, which pieces of information are essential?
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What should the CSE do to handle a ghost order complaint?
What should the CSE do to handle a ghost order complaint?
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What type of account information is collected for joint accounts?
What type of account information is collected for joint accounts?
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What is commonly required along with the amount deducted for refund processing?
What is commonly required along with the amount deducted for refund processing?
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Study Notes
WOWSHOP Call Centre Standard Operating Procedure (SOP)
- This document outlines the standard operating procedures for the WOWSHOP call centre.
- It includes various sections covering customer journeys, processes, and organizational structure.
Call Centre Organisation Chart
- The document presents an organizational chart for the call centre.
- Key roles include Team Manager (K. Saravanan), Team Leaders, WFM, SNS TL, CSU TL, QA, Trainer, and Agents.
- The structure shows reporting lines and responsibilities, including a Case Escalation & Resolution team.
- There's a hierarchical structure, organized by teams and leaders.
Call Centre SOP - Index
- This is an index of standard operating procedures (SOPs) for the call centre.
- It contains sections on:
- TV Customer Order Journey
- Customer Journey - Exchange & Return
- Customer Interaction Channels
A. TV Customer Order Journey
- The diagram illustrates the steps in the customer order process.
- Steps include watching TV commercials, calling a hotline, placing an order, delivery, and payment.
B. Customer Journey - Exchange & Return
- This depicts the process flow for exchanging or returning items, as well as the actions involved.
- Sections include Receive Order, Hotline, Collection, Delivery, Refund, and Warranty.
C. Customer Interaction Channel
- Shows various channels for customer interaction (e.g., Hotline, Online Channel) and how they are managed (e.g., Customer Service Executive, Customer Support Unit).
- There is a variety of communication methods.
1.0 Customer Registration/ Customer Verification
- This outlines the steps followed during customer registration on a flow diagram.
- It includes process for both existing and new registration of customers.
- Procedures for identifying a prank caller are outlined.
1.1 Mandarin Caller
- This section covers the procedure for handling calls from Mandarin-speaking customers.
- Procedures for registration of customers who requires a Mandarin speaker is included
- Instructions on what to do when an individual is a prank caller
1.2 Prank Caller/ Suspicious Caller
- This section details how to handle calls from suspicious callers or prank call scripts.
- There are different scripts to follow in various situations.
- Instructions on registering a VOC and SR
2.0 Order Placing
- This describes the procedure for order placement in a flowchart.
- Includes steps such as selecting products, confirming quantities, choosing payment methods (COD, credit/debit card, FPX), and checking product availability.
- It details procedures for using different payment methods and includes limits.
2.1 Payment IVR Process
- This section explains the payment process through an automated IVR system.
- It gives a visual guide of the process steps in a flowchart, handling multiple situations, such as invalid data entry, successful transactions, and errors encountered.
2.3 ECMC Ghost Order
- A flowchart outlining the steps to troubleshoot and resolve issues where an ECMC order isn't reflected in GTRUST, requiring specific details to be collected from customers.
- Includes steps necessary for order confirmation.
3.0 Order Cancellation
- This outlines the process of cancelling orders in a flowchart.
- It includes investigating the reason for cancellation.
- Registration of a Voice of Customer (VOC) complaint and a Service Request (SR) for handling order cancellations.
4.0 Delivery Related Enquiry
- This provides a flowchart-based process for handling customer inquiries related to deliveries.
- It includes checking the delivery status, adjusting shipping address, checking delivery timelines and possible solutions to potential delays.
4.1 Delivery Delay Follow Up
- This section outlines the steps involved in addressing delivery delays in a flowchart.
- It highlights the importance of tracking and updating status in Gtrust and email system.
- Processes needed for different issues
5.0 After Sales Service
- This outlines the support procedures for product exchanges and returns, missing parts, or product manual requests.
- It includes specific procedures for handling different scenarios (damaged product, incorrect product, missing product parts, etc.)
5.1 Exchange & Return Process
- This section clarifies the procedure for exchanging or returning products.
- It covers cases involving main items versus free gifts.
- It details processes based on if the returned item is damaged or missing parts.
5.2 Revert Refund to Original Payment Method
- This explains how to revert a refund to the original payment method for customers, including timeline for different payment methods.
- It's a formal process with rules for different circumstances.
5.3 Missing Parts
- This SOP outlines processes for handling product claims due to missing parts, manuals, and/ or free gifts (as per category and brand)
- Steps to resolve the issue are in a flowchart
- Includes a process for when a customer requests documentation to prove what was purchased was indeed received.
5.4 Exchange/ Return Enquiry or Request
- This section deals with customer inquiries regarding exchange/return status, changes from exchange to return refund request, and cancelling of exchange/return requests, as well as requests for items to be delivered to the physical branch for the customer to pick up.
5.5 Exchange and Return Enquiry or Request for MPS
- Specifically for Multi Parcel System (MPS), this SOP provides steps for handling exchange/return requests for cases involving multiple packages or bundled items. It includes details like updating status and processing requests for affected packages.
Appendix 14: WOWSHOP Warranty Claim Guidelines
- This section guides on checking and confirming warranty validity for claims, covering both customer issues and vendor issues.
5.7 Warranty Claim – WOWSHOP Products
- Describes the procedures for claiming warranties for WOWSHOP products and includes steps for verifying the warranty period and handling product issues. Includes sections for tracking issues and troubleshooting.
6.0 Escalation Process
- This outlines a process for escalating customer complaints to higher levels of support when they cannot be resolved at the initial agent level.
- It details clear criteria for escalation, including specific issues.
- This involves procedures ranging from dealing with a dispute to customer threatening behavior
7.0 Dropped Call
- This describes the process for handling dropped calls midway/mid-conversation.
- Procedures for notifying relevant parties about a call drop, such as a supervisor.
Glossary
- Provides definitions and acronyms, including key terms like "CSE" (Customer Service Executive), "CC" (Call Centre), and others for easier understanding and reference.
Appendix 16: WOWSHOP Escalation Tier
- Identifies escalation tiers for various complaint types, and assigns appropriate action levels for each severity and source.
Appendix 17: Severity 1 Complaint Definition
- Defines severe complaints and provides action steps for resolving them.
Appendix 17: Escalation Process Call Back Request Guidelines
- Defines guidelines for arranging callback requests from higher level management in a clear and concise manner, outlining the action steps in the event of escalation request.
Appendix 18: Account Closure/Delete Guidelines
- Gives guidelines for customers to request account deletion, noting compliance with Malaysian regulatory requirements.
Appendix 19 -Additional Appendices
- Additional appendices include documents on customer order processes, delivery timelines, payment options, and additional policies.
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Description
This quiz covers essential guidelines for customer service related to exchanges, returns, and warranty claims. Topics include the procedures for handling customer requests, timelines associated with exchanges, and important appendices detailing necessary customer information. Test your knowledge of customer service protocols and enhance your skills in managing customer inquiries effectively.
