Week 2 - Learning Session
This document shows the previous trainee's week 2 coaching session.
Overview#
Purpose: This document shows the previous trainee's week 2 coaching session.
Scope: This procedure applies to all assigned Bragan Customer Service Representative.
Responsibility: It is the responsibility of the new trainee to take note of different scenarios in handling Bragan customer service.
Objective: The objective of this procedure is:
To guide new employees in a proper learning Bragan customer service.
| Week 2 | |
|---|---|
| Date | May 14, 2021 |
| Topic | Putting Order on Hold |
| Coaching Point | Incident #332367 |
| When a customer request to cancel the order or would like to make any changes, the following should be considered before confirming anything with the customer. 1. Always check the status of the order. When the order is already processed off, we can no longer make any changes nor cancel the order. When the order is still open, before you agree with the customer to cancel or make any changes, you will have to check the Audit Trail first. Whenever Picklist and Packlist are Printed, you will have to notify Warehouse Team of what to do on the order (Please do not send or please do send yet, customer will cancel, etc) before you do anything on it. If the Audit Trails shows Tag 1 and the order is still open, confirm with Warehouse Team if this was already sent or not before confirming anything with the customer. 1. Ensure to cancel the order on Linnworks when the order is confirmed not sent. 2. Ensure refunds are processed For Magento Orders, you will need to request Team IRL to process the refund For eBay Orders, you may cancel this on eBay as long as the option to do is available 1. Ensure to inform the customer when a refund has been done. |
| Topic | Requesting pictures of the label on the outer packaging |
|---|---|
| Coaching Point | Incident #332486 |
| It is important to also obtain a picture showing the label of the item in the outer packaging. This will help us identify weather the cause of the issue is a Supplier mistake or a Dispatch mistake. Label is correct – If the label on the item is correct but the content is not similar to what we have on the advert, we must have our Warehouse Team check the remaining stocks if they also have the same issue before we confirm with the customer that we can send a replacement. Label is not correct – If the label on the item does not match the SKU on the customer’s order, it is obviously a Warehouse Mistake. You will still have to confirm with the Warehouse Team if the remaining stock is correct before confirming with the customer that you will be sending a replacement. | |
| Topic | How to Check Returns |
| Coaching Point | Incident #332556 / Incident #333292 |
| When a customer emailed regarding their returns, the following macros can be used depending on the status. Macro 201.2 Returns arrived damaged Macro 200.6 Return Not Received Yet Macro 201.3 Return Received In Good Condition Macro 201.1 Returns received - Need to be checked You will need to identify what is the item that they are returning. You will need to get the correct order number related to the return. You can check if we have received this by searching it on Customer Service Jobs Folder > Returns. You can search using the customer’s order number. If there’s no result, you may check it in Returns / Auctions & Discounts Group. When confirming with Warehouse, you will need to provide all possible details that would help them to easily find it. |
| When confirmed the item is received back in good condition, ensure their refund will be processed. For Magento Orders, you will need to request Team IRL to arrange the refund (following the format for refund requests) For eBay orders, you can check if they have a return request pending and you could arrange the refund from there. If not, then you will still need to request Team IRL to arrange it. | |
|---|---|
| Topic | Clicking links on email |
| Coaching Point | Incident #332043 |
| Please ensure NOT to immediately click any links or attached files on the email from a customer as this might be spam, virus, or something else. If you do not recognize the sender, DO NOT click any links or open any attached file. In the sample email, you may request for the customer to type in the email the item they want to order instead of attaching it as a file. |
Video & Media#
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
The agent suggesting the update should be the one to carry through the edit. The suggestions for edit should be confirmed in real-time in the group and for the card to be cleared the same day. Creating a new version will break the link for systems that are linked to training/onboarding Trello Cards. This will also affect the systems linked to some email macros. Do not create a new version this will overpopulate the SystemHub. Editing the current system is the best practice to avoid potential issues.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.