Saturday, August 20, 2022

Non Voice Chat Support - Example for a can do better / Average chat - 002

 

Average Chat -  002

 

Initial Question: Hi, i would just firstly immediately apologies for any trouble i have caused, it turns out i had this product but lost the parcel myself and now don't know what to do as i haven't paid, and don't feel right i just wanted to ask for your forgiveness and wanted to ask you what i should now do i would prefer to keep this product back but don't have the original box, i know this a weird scenario as most would keep the product and money and although i do want this, i wouldn't feel right please advise me what to do.

 

 

00:05 VikxA011 has accepted the chat.

00:06 VikxA011 (CSA) : Hello Idris, my name is VikxA011.

00:06 Idris : Hi i am talking about both these products

00:06 VikxA011 (CSA) : Please allow me a minute, while I read your comments. 

00:08 VikxA011 (CSA) : Thank you for your patience.

00:09 VikxA011 (CSA) : Idris, May I confirm have you received this item (in good condition) '

 Acer Aspire VN7-592G 15.6 inch Laptop Notebook, Intel Core i5-6300HQ, 8 GB RAM, 1000 GB HDD, NVIDIA GeForce GTX 960M, Windows 10 - Black  ' from this order?

00:09 Idris : Yes and the corsair M65 mouse

00:09 VikxA011 (CSA) : Perfect! Thank you for confirm that you've received both these items.

00:10 Idris : I know this is a wierd scenario as most other people would keep both items but i want to be fully honest

00:10 VikxA011 (CSA) : Idris, could you please confirm what exactly wrong with both these items?

00:12 Idris : I thought they hadn't arrived and opened a case, but i then found them later on and realized i had both the product and received a refund i would just liked to let you know.

00:14 VikxA011 (CSA) : Thank you for letting us know that you've found both these items which you've earlier reported as missing. In this case, I'll go ahead and submit a retro charge request with my billing team to charge you again from your payment card.

00:14 Idris : wait

00:14 Idris : i would like to return the products

00:14 Idris : i dont currently have the money in my bank to pay for these items and instead want them to be returned

00:15 Idris : Please

00:16 VikxA011 (CSA) : I understand that your comment that you want to return these items back to us.

00:16 Idris : I have the original box for the laptop

00:16 Idris : with all paperwork

00:16 Idris : and no marks or damage on either of the products

00:17 VikxA011 (CSA) : Please allow me a minute, while I create prepaid label and you could pack the items in any suitable box with a plaster as to ensure it can reach us safely.

00:19 VikxA011 (CSA) : Thank  you for waiting. Idris, I've now successfully created prepaid label to send both the items back to us and we'll keep you notified with the tracking information via email.

00:19 VikxA011 (CSA) : I'll also send you an email with a link to print the return label with all returns information.

00:20 VikxA011 (CSA) : I don't mean to rush, I hope we are connected?

00:21 VikxA011 (CSA) :  This chat has been idle for 2 minutes. I want to make sure we are still connected. If you are unable to reply within a minute,  your chat will get auto close.

00:21 VikxA011 (CSA) :  Your chat session has been idle for 3 minutes. So, I'm closing the chat. I will send an email with the necessary information to you. Feel free to get in touch with us again at a more convenient time.

00:21 VikxA011 (CSA) has left the conversation.

 

 

Ask the following questions:

 

1.      What exactly was the customer looking for?

2.      Did VikxA011 sound helpful during the interaction?

3.      What was VikxA011’s response to the customer’s issue?

4.      Was VikxA011 able to communicate the details clearly?

5.      Was the customer satisfied with the interaction?

6.      What could VikxA011 have done to make this a great customer experience?

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

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