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WorksheetsSDS CHAT & EMAIL refresher
Total questions: 15
Worksheet time: 5mins
Customer asks to speak to a member of leadership . (After attempts to de-escalate have not been successful). Where do we need to transfer the email contact?
escalation-sds@amazon.com
sds-escalation@amazon.com
esca-issues@amazon.com
sds-escalationissues@amazon.com
In what tab can we find the concession history?
returns &refunds
transactions
payment methods
orders
Scan Code that means Packages that are not accounted for at the end of the day . This could be because a driver did not return the package after their route or the package was lost during the sort process.
Delivery Attempted
Missing
Between FC and Station
Lost
If you can not process a refund on your end, what do you need to submit to your TM to process it?
order id, tracking id( if 2 or more shipments), and refund option
tracking id( if 2 or more shipments), and refund option
order id, tracking id( if 2 or more shipments), contact id, and refund option
The most appropriate action if the package was tagged BC.
inform the cx that we will deliver the package the next business hours
provide our delivery time
confirm the business hours and include it in the address and/or shipping notes
instruct the customer to wait 24 hours and contact us back to process concession
Conditions to consider when we will do DSL escalation if the package was tagged Delayed at the Station
urgency, if its within the policy time, current day tagging, high severity items,multiple attempts, threat of cancelling prime and posting in social media
urgency, if its within the policy time, current day tagging, high severity items,for special events, threat of cancelling prime and posting in social media
urgency, if its within the policy time, threat of cancelling prime and posting in social media
The best way to do if the customer is requesting to change the address from physical address to an Amazon Locker.
check if within 1 mile and add the new address to the shipping notes
inform the cx we will process it and add the new address to the CIM
check if within 1 mile and submit DSL form for the request alternate address
inform the cx that it is not applicable coz Amazon Locker is assigned to a particular package for a specific day.
The idle time for CA chat contact.
2-2-1
1-1
2-1
2-1-1
What sic are we going to use when we have an email contact?
initial concern
transferred concern
recent concern
follow-up concern
If the account has a CAP banner and the cx is requesting for a concession , what is the first step we need to do?
check the concession history
transfer to CAP
check if it still has traces
issue refund or replacement
In RCLP package scan says that Delivery Attempt reason Item Missing , Can we submit DSL form?
Yes, we can submit DSL form if its within the policy time
No, the Scan code is not included in the policy when we can submit DSL.
The cx´s package was tagged DNR and The item is essential to the customer's well-being, and the customer will run out of supplies or will be caused significant hardship by not receiving the item as soon as possible. What is the best resolution we can provide?
Advice TRACES and annotate on the account that CX will contact us.
Even with TRACES, we are going to issue a refund or replacement.
Advice 24 hours and contact us back for concession
transfer to Retail Department for other options
The item was tagged as delivered into a mail room , What are the steps we need to do to check further the account?
Transfer to the correct department for codes and other information
Verify the shipping address in the RCLP and in order level.
Check email sent to the customer
all options
If the customer is asking to refund the shipping charges , what are the options we have in order to cater the request? (multiple answers if applicable)
refund shipping via promo cert
refund via order actions refund shipping charges
transfer to Retail Department, coz its already out of our scope
none of the above, we can´t process refund for shipping charges
We want to give each customer an opportunity to leave feedback on their experience with Amazon CS, what are the positive ways to announce the HMD link.
I'll send you an e-mail at the end of this chat. there'll be a quick survey at the end of the e-mail where you can leave your feedback about the experience.
I understand we haven’t been able to provide a satisfactory resolution today. You'll receive an e-mail after this call with a link where you can provide feedback.
I understand we haven’t been able to provide a satisfactory resolution today. You'll receive an e-mail after this call with a link where you can provide feedback.
I'll send you an e-mail at the end of this call. there'll be a quick survey at the end of the e-mail where you can leave your feedback about the experience.
