Non Voice Chat Support - Example for a Well handled / Good chat - 001

 The reason for Positive C Sat

Good Chat -001

 

8:42 AM Initial Question: Me: I refused the order for 115-6467109-3649803 and still have not received a refund.

 

You are now connected to Grace from Amazon.com

Grace: Hello, my name is Grace. I'm here to help you today.

Me: Hi grace

Grace: I’m sorry you didn’t receive your refund. I'd be happy to look into this for you and see what we can do. By the way, thank you for being Prime member Jane. How are you today?

Me: im good, how are you?

Grace: That's great to hear. I am fine, thank you so much for asking.

Me: the package that I refused had two items in it a bath pillow and the sinus irrigation

Grace: Thank you so much for the information Jane, nothing to worry I will check it for you.

You are now reconnected with Grace.

Grace: I'm sorry we were disconnected. I can pick up where we left off.

Me: Ok

Grace: Just to verify are you referring to http://www.amazon.com/dp/B00ZRWMCXY

 

 

 

 

 

 

8:43 AM Subxg001 has accepted the chat.

8:43 AM Subxg001 (CSA) : Hello, my name is Subxg001.  I'm here to help you today.

8:43 AM Subxg001 (CSA) : Thank you for providing the Order number.

8:43 AM Subxg001 (CSA) : I'm sorry for the inconvenience caused to you. I will do my best to resolve this issue. 

8:44 AM Subxg001 (CSA) : Are you referring to, the refund for the replacement order for  SinuPulse Elite Advanced Nasal Sinus Irrigation System  in  Order ID: 115-6467109-3649803 corresponding to the original order  Order ID: 110-2593451-5282645 ?

8:44 AM Jane Powell : Yes

8:45 AM Jane Powell : I refused the 2nd package

8:45 AM Jane Powell : That had  the bath pillow and the sinuplus

8:47 AM Subxg001 (CSA) : Thank you for confirming that for me, Jane am I right in understanding that you refused the delivery for the replacement order?

8:51 AM Subxg001 (CSA) : Are we still connected?

8:52 AM Jane Powell : I'm here

8:52 AM Jane Powell : Yes you are correct

8:53 AM Jane Powell : Are you still there?

8:54 AM Subxg001 (CSA) : Thank you for confirming that for me, Jane 

8:54 AM Subxg001 (CSA) : However I see that the tracking suggests that the order was delivered to the Receptionist on February 13, 2017     03:08:00 PM.

8:56 AM Jane Powell : Yes but I refused it an it was given back

8:57 AM Subxg001 (CSA) : Okay

8:57 AM Subxg001 (CSA) : Let me check that

8:58 AM Jane Powell : Ok

9:01 AM Subxg001 (CSA) : Thank you for staying connected, Jane I appreciate your patience.

9:01 AM Subxg001 (CSA) : I’ve requested a refund of $85.55  to your payment card which should be processed within 3 to 5 business days. Please note, this does not include your bank’s processing time. You’ll see this amount credited on your next statement.

9:03 AM Subxg001 (CSA) : Are we still connected?

Your chat has been idle for 2 minutes. I will need to close the chat after another minute.

9:03 AM Subxg001 (CSA) : ..

9:03 AM Subxg001 (CSA) : .

9:06 AM Subxg001 (CSA) : Your chat session has been idle for 3 minutes; so, I'm closing the chat. If this is not a convenient time, feel free to contact us again later using the link below:

https://www.amazon.com/contact-us

9:06 AM Subxg001 (CSA) : Thank you for contacting Amazon. Have a great day! 

9:06 AM Subxg001 (CSA) has left the conversation.

 

 

 

 

 

Ask the following questions:

 

1. What exactly was the customer looking for?
2. Did Subxg001 sound helpful during the interaction?
3. What was Subxg001’s response to the customer’s issue?
4. Was Subxg001 able to communicate the details clearly?
5. Was the customer satisfied with the interaction?
6. What could Subxg001 have done to make this a great customer experience?
7. According to you, is this a good, bad or average chat?