Customer First @CC
Friday, 11 March 2022
1 Highly Confidential
Hi, I’m YOUR Trainer. Nice to meet you
Justina Dass | +60173404043
Brief snapshot:
• From Cheras, Kuala Lumpur
• 5 siblings – I’m the eldest
• Love dancing, travelling and mobile games
• BPO experience since 2006
2
Hi, I would like to know you too
Share with me:
• Your Name
• Hometown, Siblings & Interest
• Lazada experience (Chat/Voice)
• Hypercare experience (Months)
3
New to Virtual Trainings? Let’s agree
1. Turn your camera on during training
2. Use hand signs
3. Use the chat box
4. Turn on mute button when not speaking
5. Respect each other’s opinion
6. Have small snacks. Not a meal
Lazada Values
5
Customer First
Be My GUEST
Highly Confidential 6
Customer First – Be my GUEST GREET
UNDERSTAND
ENGAGE
SOLVE
THANK
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Be my GUEST
GREET UNDERSTAND ENGAGE
• Warm & Positive 01 • Listen 02 • Connect 03
• Personalize • Acknowledge • Clarify
SOLVE THANK
• Solve 04 • Close 05
• What’s Next • Go the Extra Mile
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Be my GUEST
Lazada Standard Greeting
GREET Good Morning, I’m Lina calling from Lazada
• Warm & Positive Customer Care. Can I speak to xxx?
Warm & Positive
• Personalize 01 Is this a good time to speak?
Tone & Pace
Make the customer feel welcome Friendly, energetic and ready to assist
• Prepare yourself to begin a conversation with the customer and
respond within 30 seconds upon receiving a call; and between 30
seconds to 1 minute upon being assigned a chat.
• Identify yourself and the company appropriately
• Tell them they reached the right person to help them (that’s you!)
• Address customer by name (personalize the interaction)
Personalize
• Always main a tone that is friendly and energetic Mention Customer’s Name
Address customer by name at least 3 times in
the entire interaction
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Be my GUEST
authorId_400047275761095959738
authorId_400047275761095959718
UNDERSTAND LISTEN
• Listen No Interruption
• Acknowledge 02 Active Listening
ACKNOWLEDGE
Deliver a strong statement of assistance
• Express your willingness to assist and communicate to the customer that they are
Alive & Breathing(Verbal Cues)
understood straight away Take pointers
• Listen without interruption to understand the customer and give them assurance that they
are heard.
• Acknowledge by using verbal cues (Yes, I understand, Go ahead, Great)
• Take pointers to make sure you don’t miss out anything to gain customer’s confidence
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Slide 10
authorId_400047275761095959718 Include "actively listen", or "think while listening" (similar actions)?
Aliaa R_67RnUVVr, 12/14/2021
authorId_400047275761095959738 ie listen, not just hear? lol
Aliaa R_67RnUVVr, 12/14/2021
Be my GUEST
ENGAGE ENGAGE
• Connect Connect with customers emotions
• Clarify 03 Address the emotions
CLARIFY
Deliver a strong statement of assistance
• Provide reassurance and/or empathy statements based on the customer’s personal Ask the right questions
circumstances; share their sense of urgency when called for Rephrase the customer’s issue
• Connect with the customer’s emotion and acknowledge it – say sorry or acknowledge the
confusion, disappointment, unhappiness, anger and sometimes even excitement
Identify customer’s needs effectively
• Ask effective probing questions to establish the customer needs
• Refer to their account information and past conversations with us in order to save
customer the hassle of having to sharing information repeatedly (always check case
history)
• Clarify any information with the customer that you need to know to provide
complete and accurate information
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Be my GUEST
SOLVE SOLVE
• Solve
• What’s Next
04 Provide solution
Give alternative
Provide accurate information and resolution
• Make use of the different Lazada Standard Operating Processes (SOPs) that is What’s Next
relevant to the customer need and prescribe timelines in the SOPs as Tell what will happen next
applicable
Appropriate case escalation Summarize the interaction
• Identify the correct department or parties, and resources that can help deliver
the resolution for the customer.
• Follow ticket creation and transfer process; provide relevant information to the
receiving group so they can deliver the action needed
• For supervisor requests, make the effort to de-escalate at least once, then honor
the customer request.
Accurate documentation
• Observe proper case documentation process in Xspace
• Logging in order information and tagging the right contact reasons, following ticket-
binding process
• Case notation – Summarize the case and action taken to resolve, etc.
• Providing case number to buyer/ seller before ending interaction
• Outline the next steps in their resolution so that customers know what to expect and
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when
Be my GUEST
authorId_400047275761095959658 CLOSE
THANK Ask if there is anything else
• Close Standard Closing – Thank You for shopping
• Go the Extra Mile 05 with Lazada, your trusted ecommerce
platform
Go the Extra Mile
Personalize your wrap up and close Additional tips for better shopping
• Offer to ask to answer additional questions or help with other enquiries experience
• End the chat positively and in a timely manner
- If terminating chat due to customer non-response, prompt the customer at Pleasantries
least twice within 4 minutes before ending chat
- If terminating chat or call as usual, release immediately and do not exceed
30 seconds.
• Provide additional tips or info on upcoming promotions
• Use pleasantries like “Stay Safe”
• Invite the customer to participate in our survey process as applicable
• Use the standard closing to end the chat/call.
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Slide 13
authorId_400047275761095959658 Maybe can include "Summarise/Conclusion, CTA (what can the we/other person do w
the info)"?
Aliaa R_67RnUVVr, 12/14/2021
Thank you
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Lazada Help Center
1) What is Lazada Wallet and how do I use it?
2) How do I turn on Lazada App notification?
3) How to create new Lazada account?
4) I forgot my password, what should I do?
5) How do I register for Lazada account if I do not have an e-mail address?
Highly Confidential 15
Betty bought a butter but the
butter was bitter so betty bought a
another butter to make the batter
better
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