Notes

JUEVES

Week Sep 11-17
Agent name: Donovan Barrientos

CSAT:
FCR:
Contact ID: 166358930541
Comments: Order late to ship/arrive, Agent informed about the fulfillment delay and advised to wait at least 48 hours for a new update and customer never repplied.

Contact ID: 166358921114
Comments: Order late to ship, customer wanted to confirm the shipping date and delivery date, agent informed about the 24 hours to get it shipped and delivered, however, the item got delayed and the EDD changed to 09/23/2021. We cannot assure the delivery date due delays or external issues.

Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.

Week Sep 11-17
Agent name: Alberto Morales
CSAT: %
FCR: %
Contact ID: 166359707293
Comments: Customer requested a prepaid return label to return the wrong items received, agent sent the return label to return both MP ítems and provided the correct expectations.

Contact ID: 166358931584
Comments: Order lost after delivered, LMD deivery confirmed but customer requested full refund. Agent provided the correct information about the delivery with the proof of the delivery so customer left the chat.

Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.

Week Sep 11-17
Agent name: Reyna Gomez
**Coaching Exception**
Reyna helped us as floor support the previous week.
Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.


Week Sep 11-17
Agent name: Emerson Hernandez
CSAT: %
FCR: %
Contact ID: 166358972507
Comments: Order lost after delivered and signed for, agent provided the correct expectations, advised to dispute the charges and sent the proof of the delviery, customer never replied.
Contact ID: 166358928875
Comments: Order lost after delivered, agent offered a SCP to request replacement or a full refund, customer requested the full refund. Emerson provided the correct expectations about the refund time frame and advised to reorder.

Reminders
• MQ escalation you must use the proper template according KB
• Remember to verify that all your incidents are closed before ending your shift.


Agent name: Eileen Castaneda
Contact ID: 166594604524
Comments: Order lost after delivery, agent processed full refund and advised to reorder. Customer requested a $10.00 promo code to be resent due order was refunded, but customer left the chat. Agent can resend the promo code so customer can use it to reorder.
Contact ID: 166594615878
Comments: Order lost after delivery, agent provided the correct information and expectations about waiting the 48 hours after EDD to proceed with refund or replacement.

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.


Agent name: Lilian Arriaza
Contact ID: 166594616732
Comments: Replacement order lost after delivery, agent offered full refund and provided the correct expectations with empathy and kindness. Good job!
Contact ID: 166594607650
Comments: Customer requested information on how to print an invoice, agent provided the steps so customer was able to print it, also, accepted feedback to improve the new version of BETA APP/Website. Keep on that way.

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.




Agent name: Luis Rodriguez
Contact ID: 166594617993
Comments: Order lost after delivery, agent processed the full refund (Over 48 hours), however, never provided the correct expectations about the 10 business days to get the refund back to original payment method (Credit Card).
Contact ID: 166594612017
Comments: Damaged item, agent offered refund or replacement, and refund was processed as not expected back.
Coaching opportunity: You provided the correct information to our customer, also provided the refund timeline so we avoid second contacts for the same issue. You can confirm the information in KB Refund Timeline, for Credit card takes up to 10 business days.
General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.



Agent name: Maria Duarte
Contact ID: 166594635233
Comments: Issues with the App to check the recent order, agent provided correct expectations to uninstall and install de app again to get it updated and it worked. Customer left the chat satisfied.
Contact ID: 166594616229
Comments: Order cancelled due out of stock, customer requested refund and agent provided the correct expectations about the authorization hold policy getting removed within 7 days or less. You have good communication skills, good job.

General topics:
• Weekly goal must be Csat 85% FCR 82% AHT 500
• Remember to add all the information needed when you ask for help in support team, Order number, reference number and exact request.
• MQ escalation you must use the proper template according KB
• Use quick replies, this will help you reduce AHT and will provide all the information needed to the customer.
• Remember that we are being audit for incorrect refunds, and this behavior will have disciplinary process.
• If you are not sure about a refund, if is allow or if not, please ask in our General WM Support team for approval.