Trainer Observation

Kogan New Hire Training

WELCOME to the third day of Kogan Tech Support Training!

HOUSE RULES

• Observe EOP all throughout the session

• Camera should be ON ALL THE TIME

• Use microphone when needed

• Utilize Raise hand icon when asked or if you have questions

Customer Service

• Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It's also the processes that support the teams making good customer service happen. The goal of customer service is to foster lasting customer relationships.

Open Ended

What are your insights about the video you've watched?

SERVICE CALLS

VOCABULARY:

• Service Call

• SAP- System Applications and Products in Data Processing

• SKU (Stock Keeping Unit)

• RA (Return Authorization Number)

• DOA (Dead on Arrival)

• DIT (Damage in Transit)

• WGS (Wrong Goods Sent)

OBJECTIVES:

By the end of the session, the agents should be able to:

• know what Service Call is,

• define the types of service calls based on the agents' own understanding and,

• differentiate the types of service calls and when to offer them based on the customer’s queries.

WHAT IS SERVICE CALL?

• A Service Call is a tool which we use to arrange returns and resolutions for customers. 

• It contains the customer’s information, such as name and address, as well as the product SKU and serial number (where applicable).

Why a SERVICE CALL is important?

•  it can be an extremely useful in keeping customers happy by helping them quickly and efficiently.

• it will help you resolve the customer's issues.

What will happen if a service call is incorrectly processed?

• it causes delays of resolution

• it can cause extra costs and efforts for the customer

• more work load for the agents

• will affect the total customer experience

TYPES OF SERVICE CALLS:

• REPLACEMENT

• ACCOUNT CREDIT

• FULL AMOUNT REFUND

REPLACEMENT

Replacement is when you offer an item in exchange for the original item that may be faulty or different from what is expected.

When an exact replacement is not available, and the customer does not wish to accept a similar or better model, they are eligible for a credit or refund.

When can a customer be eligible for a Replacement?

• An item has failed within the DOA or Blue Period.

• An item is DIT.

• We are unable to fix an item returned under warranty in a reasonable amount of time.

• We identify that an item returned under warranty has a major fault.

• The customer is returning an item for the second time within six months.

• The item was not received, or is not correct or as advertised.

ACCOUNT CREDIT

We use goodwill credit or an account credit to resolve minor issues for customers.

Account Credit is applied to a customer's account that can be used to purchase products. It has an expiry and can not be exchanged for cash in most circumstances.

• Take note: Account credit may took 24- 48 hours to be processed

FULL AMOUNT REFUND

• an amount of money that is given back to you, especially because you are not happy with a product or service that you have bought

• it may took 3-5 business days to process and up to 7 business days to appear on their bank accounts.

Multiple Select

What scenarios can we apply a replacement? Select all that applies.

• Damage in Transit

• Wrong goods sent

• Change of Mind

• Damage in Transit

Multiple Choice

TRUE or FALSE

A full amount refund may take 24 to 48 hours to be processed and will take 7 business days to appear on the customer's bank accounts?

Multiple Choice

This type of Service Call is processed when mostly because the item received is different from what was ordered.

• Account Credit

• Refund

• Goodwill Credit

• Replacement

Fill in the Blanks

Is the amount returned back to the customer and may use for future orders.

WHAT ARE YOUR TAKE AWAYS?