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Voice Bi-weekly Assessment

Hello team, please take a few minutes of your time to complete the following questionnaire.

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1

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2

Users mentioned product safety issues , mainly involving product burnt smell, battery cracking, spontaneous combustion, bulging, smoking, fire, sparks, leakage and explosion and other issues, may also cause other related items during use

Select 1 answer
3

User mentioned that he did not receive a reply from the seller/platform

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4

The user only greeted and did not confirm the specific problem.

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5

You confirmed that it is our store, transfer it to the corresponding responsible email address and inform the user that it has been transferred.

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6

Prioritize replying with "New" tickets to ensure timeliness.

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7

Tool to use when checking if the store is ours

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8

Information you need to provide when forwarding the ticket to the corresponding responsible email address.

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9

Does the S1/P1/B1 camera have to be used with Homestation?

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10

Provide the correct troubleshooting steps: Non-wireless charging stylus cannot be charged wirelessly

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11

Choose the correct troubleshooting steps: Multi-port cable-does not charge /no response/off charge (poor contact)

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12

User called in and wants to participate in the recall

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13

The product has been discarded/lost, can/how to participate in the recall?

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14

If I have multiple Portable Chargers in one order that needs to be recalled, how should I fill out the application form?

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15

My Portable Charger was previously bulged/exploded/caught fire/melted, but I have not claimed compensation before and threw it away for safety reasons. I did not keep a picture of the damage. What should I do?

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16

If the user holds "PPCXM06" or "PPCXW06" to inquire about the recall, you need to tell the user that the product is safe to use.

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17

Livechat: What should you do when the user is upset because his product is not working?

18

Make sure to CC ______________ before escalating to our senior team. Failure to do so will cause the escalation team to not receive and assist the users in a timely manner.

19

Choose the details required when filling the recall application

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20

User called in response to the message he received from Amazon. After finding out that his product is part of the recall, he told you that he wanted a refund for the recalled product. As an agent, what should you do?

21

Select the details required when checking the status of recall application

Select one or more answers
22

If you have confirmed the user's problem and the order is form Amazon (with Amazon order confirmed), but the user has not provided a screenshot of the order, what should you do?

23

what should you do in this case?

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24

(Recall) Based on what information can you determine where the user purchased the product?

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25

What should you do when a customer asks about a recall? (Not confirm where the customer purchased the product)

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26

The user is from Brazil, but he purchased the product in the United States, what should you do?

27

The user is from Brazil, but he purchased the product in the Israel, what should you do?

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