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Questions and Answers
What is the first step when a customer contacts the customer service for a repeat contact regarding the same order?
What should the customer service representative do if the customer is not willing to wait and wishes to cancel the order?
What should the customer service representative do if the customer insists on knowing the specific timeline for delivery?
What should the customer service representative do if the customer is not willing to wait nor is willing to cancel the order?
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What should the customer service representative check when the customer contacts regarding a delayed order?
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What should the customer service representative do if the customer wants to escalate the issue?
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What is the first step the CSA should take when a customer contacts them about a delayed order?
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What is the purpose of checking the past tickets?
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What is Scenario A in the context of delayed orders?
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What should the CSA do if the order is delayed/breached by less than 10 minutes?
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What is the first response the CSA should give to the customer if the order is delayed?
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What should the CSA do after apologizing to the customer about the delayed order?
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Study Notes
Pre-Dispatch Process
- When a customer contacts a CS Level 1 Associate (CSA) about a delayed order, the CSA checks the order timeline on the Admin Panel to confirm the delay and its duration.
- The CSA also checks past tickets to determine if it's a repeat contact for the same issue or a first-time contact.
- The CSA identifies whether the query falls under Scenario A or B and follows the corresponding steps.
Scenario A and B
- Scenario A: Repeat contact for the same concern or first contact with a delay of more than 10 minutes.
- Scenario B: First contact with a delay of less than 10 minutes.
Apologize and Check Customer's Willingness to Wait
- The CSA apologizes and checks if the customer is willing to wait:
- First Contact Response 1: Apologizes for the delay and assures the customer that the order is being processed as soon as possible.
- First Contact Response 2: Apologizes for the delay and emphasizes that the customer needs the products.
- Repeat Contact Response 1: Apologizes for the repeat contact and assures the customer that the order is being processed as soon as possible.
Cancel Order or Escalate
- If the customer is not willing to wait:
- Offer to cancel the order and provide a refund within 3-5 business days.
- Escalate the issue to the Manager (MQ) if the customer refuses to wait or cancel the order.
Handling Customer Queries
- If the customer asks for a specific delivery timeline:
- Apologize and explain that a specific timeline cannot be provided due to unforeseen circumstances.
- If the customer refuses to wait or cancel the order:
- Escalate the issue to the Manager (MQ) and transfer the chat/call.
Post-Dispatch Process
- Similar process to the pre-dispatch process, with the CSA checking the order timeline and past tickets to determine the delay and customer history.
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Description
This quiz assesses knowledge of the customer service process for handling delayed orders, including checking order timelines and past tickets.
