Non Voice Chat Support - Example for a can do better / Average chat - 001

 

Average Chat - 001

 

11:04 AM Initial Question: I just ordered one book via Kindle - Harry Potter and the Chamber of Secrets, but I would like to return it and order the full set of books.

 

11:04 AM AbixA011 has accepted the chat.

11:04 AM AbixA011 (CSA) : Hello, my name is AbixA011. I'm here to help you today.

11:04 AM Lauren Clauss : Great

11:04 AM AbixA011 (CSA) : I need to transfer you to the concerned team, who can assist you better with this situation. Please be on hold while I transfer you.

11:04 AM Lauren Clauss is on hold.

11:04 AM AbixA011 (CSA) is no longer connected.

11:04 AM This chat was transferred.

Transfer Notes : I just ordered one book via Kindle - Harry Potter and the Chamber of Secrets, but I would like to return it and order the full set of books.

 

11:04 AM SAnxA012 has accepted the chat.

11:04 AM Lauren Clauss is off hold.

11:05 AM SAnxA012 (CSA) : Hello, my name is SAnxA012. Please give me a moment to review the previous correspondence.

11:05 AM Lauren Clauss : great

11:05 AM SAnxA012 (CSA) : Thanks for waiting.

11:06 AM SAnxA012 (CSA) : Please wait while I initiate the refund.

11:06 AM Lauren Clauss : wait

11:06 AM Lauren Clauss : actually

11:06 AM Lauren Clauss : sorry

11:06 AM Lauren Clauss : can you just keep it

11:06 AM Lauren Clauss : i just did some math and changed my mind

11:06 AM Lauren Clauss : sorry!

11:06 AM SAnxA012 (CSA) : I am really sorry Lauren.

11:06 AM SAnxA012 (CSA) : I have already initiated the refund.

11:07 AM Lauren Clauss : that is okay

11:07 AM Lauren Clauss : thank you!

11:07 AM SAnxA012 (CSA) : Could you please order the book again if you want it back?

11:07 AM Lauren Clauss : yes, definitely

11:07 AM Lauren Clauss : thank you, sorry for the churn

11:07 AM Lauren Clauss : have a good day!

11:07 AM SAnxA012 (CSA) : No problem.

11:07 AM SAnxA012 (CSA) : Have a great day.

11:08 AM Lauren Clauss has left the conversation.

 

 

Ask the following questions:

1.      What exactly was the customer looking for?

2.      Did SAnxA012 sound helpful during the interaction?

3.      What was SAnxA012’s response to the customer’s issue?

4.      Was SAnxA012 able to communicate the details clearly?

5.      Was the customer satisfied with the interaction?

6.      What could SAnxA012 have done to make this a great customer experience?

7.      According to you, is this a good, bad or average chat?