 |
|
|
June Statement of Understanding - International Team
|
|
|
- Employee ID*
|
- Full Name (Last Name, First Name)*
|
- JustAnswer Partner Site*
|
- 1. Agent should refund only when requested. No proactive refund
2. When customers thank you message was very in detail and specific to the person or thing or our service, agent use "Compliment" tag
*(Email) When customer's reply is only about general thanks message (not a compliment) saying "Thanks, I got your email", agent should close the ticket without using any tag. Please DO NOT use "EF_Thanks" tag.
3. When customer request to make the question page to be private, agent will lock the question with locking code private and add question information to "Google Removal" excel form without fail.
4. Agents to first checking history of the tickets and questions before handling a call or ticket
5. If Match account, no need to ask for other verification
6. If the customer has opted out and is calling/emailing us to get a refund, agent should proactively advise cx about the current status of the account
7. Agent should commit to targeted and varied responses to effectively communicate our policies, particularly when encountering repetitive dialogues.
All the items above have been properly discussed and I hereby confirm my complete understanding and acceptance of the contents stipulated herein.
Please select "I understand/I acknowledge" to confirm your acknowledgment.
I also understand that if I have questions regarding the topics listed above, I will consult with my immediate supervisor.
Please select "I fully Acknowledge but I have question/clarification that I need to raise" if the the topics are not clear to you.*
|
- If you selected "I fully Acknowledge but I have question/clarification that I need to raise", please provide the questions that you would like to ask.*
|