Taking charge of no charge
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This document provides guidelines for customer service agents on how to handle different types of text messages received from customers. It instructs agents to check the customer's history for context before responding, to leave positive customer comments, and to dismiss messages that are computer-generated, don't make sense, or appear to be chain messages forwarded to many contacts. Agents are reminded to consult with others if unsure how to handle a message.
Taking charge of no charge
- 1. Taking Charge of No Charge
- 2. OK, Thanks, You rock Please make sure to check the customer history and when it is appropriate, attach the customer comment, leave a comment and then click on dismiss
- 3. Giberish; Forwarded text Messages that dont make sense and forwarded messages which start with FW: should be dismissed. DriveSafe.ly messages are computer generated. We also dismiss these messages.
- 4. HISTORY tells the Story When a customer sends a text that we dont understand, you must ALWAYS check the history first. The message may just be an answer to a clarification or a comment from the answer they received. It may also be an answer to a Marketing message. Dont just immediately shoot out a standard response like Whoops! or Were very sorry
- 5. Chain Messages -- dismiss Chain messages are those messages that look like they are sent to all contacts of the customers phone. No need to reply, just dismiss message.
- 6. Reminder We get praise, we dismiss Nonsense text, we dismiss Chain messages, we dismiss Check history, it tells the story When in doubt, check with OP/OA in Work Stuff chat