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Transcript

Welcome to Chavi's Support Team

Please complete this short activity


Got it!

Welcome to Day 2 on our team!

Today, you'll be helping two users. Take a look at the tickets opened to address their issues and guide them through the necessary process.


Don't stress about getting it all right. Try and do the best you can.


Let's start!

You've opened Intercom

and have found 25 unopened tickets...

click on the last unread ticket

On Thurs, 12 Nov at 10:19am, clara o'neil <clara@ymail.com> wrote:

From: clara@ymail.com
Name: Clara O'Neil
Message:

Good morning, Your team clearly has a problem responding to issues on time. I wrote another message to you ten days ago and never heard back. The order I placed on November 5th still hasn't arrived. Please tell me its status immediately.

Fwd: Form email - Other

clara@ymail.com

Fwd: Form email - Other

reply

point out that a message couldn't have been sent 10 days ago if her order was placed on the 5th.

You decide to...

check her order status in Chavi's admin and tell her the status. Her order is in transit.

You decide to...

How do you reply?

1

2

You're not wrong, but you're not right.

Here's the thing. We get it. We really do. Clients can be demanding and go too far in their search for help.

Still, we ask that Chavi Support help in the most cordial and effecient way possible to save time and energy over the course of the work week.

Trust us. It makes a huge difference over time.

Let's see what happens next.

NEXT

But what if a client is more than "a little rude", resorting to explicit language, slurs, etc.?


That's different! We encourage you to report treatment that is abusive. A standard reply to an offensive message is "Your language is unncessesary. I have helped you to the best of my ability. When you are willing to speak cordially, feel free to reach out to our team again."

If the problem persists, tell your supervisor.

This is the best call overall. Engaging in heated conversations or taking on users who are being unreasonable using their same tone often leads to drawn out exchanges where no one wins.


Take a deep breath, reply as efficiently as you can, and move on.

So what happens next?

You've saved yourself time and energy.

NEXT

On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:

From: clara@ymail.com
Name: Clara O'Neil
Message:

It's still in transit?? My order was estimated to arrive on the 10th and it's already the
12th! I need a solution immediately and at least a partial refund to compensate your mistaken time estimate.

Fwd: Form email - Other

clara@ymail.com

Fwd: Form email - Other

reply

apologize for the delay and state that as long as the package arrives within four days of the estimated delivery date, no refunds are granted.

You decide to...

apologize for the delay and offer her a 20% refund.

You decide to...

How do you reply?

1

2

Sometimes the easiest way out isn't the best choice

It can be tempting to offer a discount to get a difficult client off your case, but discounts must only be offered in cases stated in Chavi's manual.


You can offer a 20% refund if an item arrives more than 4 days after the estimated delivery date.

TRY AGAIN

On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:

From: clara@ymail.com
Name: Clara O'Neil
Message:

It's a matter of speech. The point is that the package is taking longer than promised to arrive. Fix this or pass me to your supervisor.

Fwd: Form email - Other

clara@ymail.com

Fwd: Form email - Other

reply

apologize for the delay and state that as long as the package arrives within four days of the estimated delivery date, no refunds are granted.

You decide to...

apologize for the delay and offer her a 20% refund.

You decide to...

How do you reply?

1

2

Sometimes the easiest way out isn't the best choice

It can be tempting to offer a discount to get a difficult client off your case, but discounts must only be offered in cases stated in Chavi's manual.


You can offer a 20% refund if an item arrives more than 4 days after the estimated delivery date.

TRY AGAIN

On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:

From: clara@ymail.com
Name: Clara O'Neil
Message:

I'm going to leave an extremely negative review of Chavi's everywhere I can and will tell friends and family NEVER to buy from you. Terrible, I'm really disappointed.

Fwd: Form email - Other

clara@ymail.com

Fwd: Form email - Other

reply

say that you're helping to the best of your ability while abiding by Chavi's policies. You tell her to write again if her package has not arrived within 4 days of the estimated delivery day for a partial refund.

You decide to...

apologize for the delay and remind her that she will be eligible for a partial refund if the package doesn't arrive within four days of the estimated delivery date.

You decide to...

How do you reply?

1

2

On Thurs, 12 Nov at 1:34pm, clara o'neil <clara@ymail.com> wrote:

From: clara@ymail.com
Name: Clara O'Neil
Message:

Okay, whatever. Expect to hear from me again for my refund.

Fwd: Form email - Other

clara@ymail.com

Fwd: Form email - Other

NEXT

That was tough, but
you've completed Activity 2!

You've reached a reasonable point to write a simple sign off to the client and close the ticket.