Internal Cali

Is this an empathy statement? "I understand that you are reporting that the owner of the property for 96 Day Ct is not legitimate, and the importance of receiving information that is truthful on our platform".

• Yes! The TM related to the user.

• No, this only covers Personalization.

What is Zillow's logo?

If a customer is reaching us to remove photos from her home, but the profile has Rental searches, which persona would you pick?

• Rachel, the user has like 10 rental interests.

• Unknown, it is unclear which persona defines the customer.

• Harriet, it is clear that the user is talking about her own home. No need to impersonate.

Would these be valid notes?:

Brief desc: The customer is reporting scam.

TS steps: I will educate.

SS: N/A

Outcome: Closed

• No, We missed SS.

• No, there are no details that reflect the interaction.

• Yes, it covers everything.

• No, we missed including: a detailed outcome, screenshots, HDP. Just to name a few.

Answer explanation

Remember that our notes must be a summary of the interaction and include enough details to reflect it.

Would you consider "I understand your concern about removing the photos on listing 123 Main ST" as an empathy statement?

• No, it is only Personalization.

• Yes, but I would coach.

• Yes it is! It is addressing that we understand the concern.

Are these notes valid?

Brief description of the issue: cx sent a suggestion it is not agree to receive

Troubleshooting steps: take as a feedback

Outcome: Ticket will be submitted as solved.

• No, it is not clear what happened.

• Yes, it covers everything.

• Yes, I don't understand the issue, but they are fine.