Trainer Observation
Presentation
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Other
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Professional Development
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Easy
Jay Manejero
Used 8+ times
FREE Resource
15 Slides • 5 Questions
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Kogan New Hire Training
WELCOME to the third day of Kogan Tech Support Training!
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Customer Service
Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It's also the processes that support the teams making good customer service happen. The goal of customer service is to foster lasting customer relationships.
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Open Ended
What are your insights about the video you've watched?
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SERVICE CALLS
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Why a SERVICE CALL is important?
it can be an extremely useful in keeping customers happy by helping them quickly and efficiently.
it will help you resolve the customer's issues.
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What will happen if a service call is incorrectly processed?
it causes delays of resolution
it can cause extra costs and efforts for the customer
more work load for the agents
will affect the total customer experience
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REPLACEMENT
Replacement is when you offer an item in exchange for the original item that may be faulty or different from what is expected.
When an exact replacement is not available, and the customer does not wish to accept a similar or better model, they are eligible for a credit or refund.
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ACCOUNT CREDIT
We use goodwill credit or an account credit to resolve minor issues for customers.
Account Credit is applied to a customer's account that can be used to purchase products. It has an expiry and can not be exchanged for cash in most circumstances.
• Take note: Account credit may took 24- 48 hours to be processed
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FULL AMOUNT REFUND
• an amount of money that is given back to you, especially because you are not happy with a product or service that you have bought
• it may took 3-5 business days to process and up to 7 business days to appear on their bank accounts.
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Multiple Select
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Multiple Choice
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Multiple Choice
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Fill in the Blanks
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WHAT ARE YOUR TAKE AWAYS?
Kogan New Hire Training
WELCOME to the third day of Kogan Tech Support Training!
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