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.
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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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