NA Buy Phone TMs Calibration WB1028

What are the components under Determine Resolution?

• Confirm that the issue/question was resolved or if the customer understand the resolution

• Acknowledge the member’s negative experience and their sentiments

• Uncover the root cause of the issue by performing research

• Acknowledge the member’s negative experience and their sentiments

Which of the following is not a component of COC and LEVEL 3 POLICY?

• Avoid other unethical activities

• Do not change customer account to avoid survey

• Comply with the Verification Policy

• Failed to flag the contact as a Complaint

What Policy is not included in our Business Policies?

• Credit

• Coupons

• Complaints

• Issue Handling

Answer explanation

Complaints Policy is a Separate Focused Service Standard and not including in Business Policy

What are the components under RESOLVE?

• Always provide the most appropriate Resolution

• Solve all customer's issues and explain the why behind the resolution

• Control derailed conversation

• Provide positive positioning, simple, clear and concise resolution

Answer explanation

All the following choices are the components under Resolve the customers issue or question

We flag a contact as a complaint if there is a (a)   from our Customers.

Sharing helpful public information or articles from our help and contact page is an example of providing supporting education.

• True

• Possible

• False

Answer explanation

What is the difference between "supporting education" and "self-help resources"?
Supporting education refers to any information, best practices, or tips that provide the customer with additional knowledge or insights they can benefit from beyond the resolution. Teammates are expected to provide supporting education to ensure customer comprehension and clarity after the interaction ends, avoiding a potential repeat contact.
Self-help resources refer to any public information provided by eBay that the customer can use for information or educational purposes, such as the articles in the Help Pages, which Teammates can link and share during an interaction or refer the customer to find themselves.

Why do we need to confirm our understanding of the reason for contact?

A customer is calling about the possibility that someone may have access to his eBay account. The TM confirmed his understanding of the reason for the contact.

Verbatim: Correct, I understand. That's what I am seeing on your account as well. Rest assured that I am more than happy to help you on this.

Is the TM compliant with Determine Resolution?

• Yes

• Possible

• No

Answer explanation

TM provided a partial resolution and the TM confirmed the issue. The TM did not follow the top-down approach.

A CSKB Guide that will help us on Forgot username or password

(a)  

A best practice that we should always do before helping our customers reset their passwords.

(a)