LL - CHO Notes Examples
Making good notes is an extremely important part of providing top notch service to our customers! A good note will not only help us better serve the customer about their request if the need arises, but it also helps the note writer and other members of the team provide faster and thorough service too.
Notes go on ALL tickets! Whether we need the help of someone else on the team or note.
When we do need help from someone else on the team there is a Note first, and a request Next - 2 separate actions. Urgent requests are currently sent via slack but will soon be changed to a task in our CRM.
**Also, since our notes transfer from Help Scout into our CRM / ZOHO - we also must add the ticket number and agent initials to our notes.
Example -
first:
a note is placed on the ticket outlining these things
Brand - ticket {%conversation.number%} - {%user.firstName%}
- HOW DID THE CUSTOMER CONTACT US? EMAIL/PHONE/CHAT/SMS/LEFT Voicemail etc.
- CUSTOMER REQUEST (what is the reason they called/what happened)
- REASON: (reason for cancel/return/refund/reship/adverse reaction).
- AGENT ACTIONS TAKEN: (what did you do to resolve their request
- ORDER DETAILS: (order id, quantity, is it a subscription?)
- QTY BEING RETURNED: (how many bottles are they returning)
- REFUND AMOUNT: (how much are we refunding?)
- CALL DISPOSITION:
- FULFILLMENT Team ACTIONS:
(assign to Fulfillment team and leave active)
- Refund Team ACTIONS:
(assign to Refund team and leave active)
(clean up your note - delete any of these lines that do not pertain to the customer request - for example if they aren't returning anything, delete that line).
Next:
IF the request is urgent or time sensitive or relates to any changes needed in SHIPSTATION you will send a slack message in the Urgent Fulfillment channel - your message should include the ticket number, the customer name, email, order id, and what you need.
If the request is regarding a refund or urgent billing need you will send a slack message to CH refunds.
Example:
PayPal manual order verification and shipments for those customers
Brand - TICKEt NUMBER / Initials:
SCS-123456 - lori:
NATURE OF REQUEST: Customer reports making a manual PayPal payment
REASON: Customer did not want to use debit or credit card
PRODUCT NAME: CERALIFT
QTY: 6
WHAT ACTIONS DID YOU TAKE? Let the customer know that their order is being processed and that tracking details will be sent soon.
WHAT ACTIONS DOES THE REFUND AGENT NEED TO TAKE? Verify payment in PayPal from name@emailaddress.com and arrange for product shipment. Customer address should be in PayPal payment notes.
TSM Refunds/Cancels (Special) PayPal and VFI/SCS/DML Stripe ReCharge refunds
Brand - TICKEt NUMBER / Initials: TSM-123456 - lori:
NATURE OF REQUEST: PayPal refund needed
REASON: Unable to refund the card used to place the order: Refund Failed by Payment Gateway (The referenced transaction does not meet the criteria for issuing a credit.)
WHAT ACTIONS DID YOU TAKE? Received PayPal email address, blacklisted in SI, added to DNE, deleted MM acct. Also informed the customer that their refund is being processed.
WHAT ACTIONS DOES THE OPS AGENT NEED TO TAKE? Refund $67.00 via PayPal
PRODUCT NAME: GFAS
ORDER ID: 1245639
REFUND AMOUNT: $67.00
FOR PayPal REFUND INDICATE VERIFIED PayPal ID: email@address.com
Refunds after return or upon receiving return tracking information
Brand-TICKET NUMBER / Initials: SCS-123456 - lori:
NATURE OF REQUEST: Refund after receiving return tracking
REASON: Not satisfied
WHAT ACTIONS DID YOU TAKE? Informed customer that the refund is being processed, and removed from the email lists/unsubbed.
WHAT ACTIONS DOES THE OPS AGENT NEED TO TAKE? Refund
PRODUCT NAME: VitaCell+
ORDER ID: 187463
REFUND AMOUNT: $219.70