HBS

What should we do if we have a service order fulfilled by "Amazon Home Services" where customer wants more than scoped? (more than 24 hours)

• Ask the customer to speak with the tech

• Inform we cannot do it

• Fill a form for an specialized department to check

• Call the tech to confirm

What form do we need to fill to request a reschedule of a combined service fulfilled by Amazon.com services Inc.?

What is the first step we need to take when we have a "pro no show" scenario?

• Contact the tech

• Confirm the appointment date

• Offer a concession

• Ask the customer to reschedule the appointment

If we confirm that a sofa is missing a leg what options can we offer to save the sale?

• Contact the manufacturer

• Transfer to tech support

• Offer a discount

• Ask if they can get the parts locally and offer a concession for it

• Offer a return

If we have an item that was marked as MNR 24 hours ago we should...

• Ask the customer to wait at least one more day

• Consider the item as lost and process a refund or replacement

• Ask the customer to wait for TRACES date

• Transfer to Logistics

If a store is asking the customer to pay for the installation at the store, we should...

• Ask the customer to pay

• Submit an HGC

• Cancel the order

• Try to contact the store

What should we do when customer is stating that an installation was marked as completed but never performed?

• Fill the Disintermediation research

• Fill the Charged not Serviced form

• Fill an HGC

• Make a refund for the service order

What is the warranty period for customer to be eligible for a Happiness Guarantee Claim?

An HGC applies if:

• An item arrived damaged

• There was property damage on an AMXL delivery

• The service was not performed correctly

• Item is not working because of the service

• Customer is not happy with the service

When we have a problem with tires for a ship to store installation, what kind of return should we process?

• Ups pick up

• Scheduled pick up

• UPS drop off

• Manual pick up