Compliance - Lazada MY SOP v2.0 Utilization and ZTP Guidelines

Outcome:- Should be able to identify the handling from the Top Contact  Queries of the Customer.

Ensure correct answer before moving to the next slide.

 CUSTOMER AVOIDANCE

Any act that leads to releasing, ending the call "intentionally” or transferring the call improperly with the intent to discontinue the interaction like as follows except:

· Blind Transfer: Blind transfer to another department or to the main queue

· Call Disconnection: Direct call release / Dropping of call / Hold – Release

· Dead air/Silence until the customer disconnects.

· Hold until customer disconnects

​

v​

​

​

Some text here about the topic of discussion