WAVE 47 - ASSESSMENT 1

They are trained to educate and help the customers.

• Agent

• Customer

• Customer Service Representative

• Teleperformance Agent

What are the rules when creating an email?

• 1, Write clear and concise messages, 2. Use proper grammar,

  3. Conduct a spell check of your messages

• Wordy and hard to understand

• Concise and wordy

• Positive scripting & Negative scripting

Sample of Customer Verification.

• Ask the customer about the lazada policy

• 1. Ask the customer about their personal information

  2. Ask the customer random questions

• 1.Verify the email address of the customer,

  2.Obtain order information

• Ask the customer about Delivery policy

What should we do when addressing the customer?

• Always address the customer by their name

• Always address the customer by Sir/Ma'am

• Always ask the customer about their surname

• Always ask the customer their preferences.

What is Probing?

• Asking the customer random questions

• Asking their problem

• Asking personal information to the customer

• Asking Relevant questions related to the customer’s concern

What is SPECIFICATIONS of the Product.

• Specify customers concern

• Set of requirements that

  provides product teams

  the information they need

  to build out new features

  or functionality.

• Specify the Item's Brand

• Specify customer's personal information

A return form is used by customers for

them to request for a return or refund.

Customers have the right to return the

items for refund, depending on the

return reason provided in our Return

Policy. However, we only allow

customers to return their item(s) during

a certain time period.

• OORF

• ORF

• ORFF

• OFR

Where the customer can check Lazada’s Policies and answers to

common questions about Lazada.

• HELP CENTER

• ORDER TRACKING TOOL

• WARRANTY PERIOD

• SPECIFICATIONS

_______ is our CS AI which helps buyers answer

questions about their order or Lazada.

• ADAH

• LEO

• CLEO

• ADA

This is the tool used to check for the specific status or package details –

both forward and reverse package statuses can be seen here.

• LLP

• NPL

• LNP

• PLL