1- Technician for Amazon Orders- It's DIY- If insisting then assign to tech
2- Assurance & Ownership on calls
3- unnecessary use of ACW
4- If customer is greeting or appreciating acknowledge the customer.
5- If customer is threatening to escalate the case on social media involve floor supervisor
6- At least try twice to de-escalate the customer.
7- Try to resolve the customer's query on first call and pitch for C-sat
Point number 6 - Don't try to de-escalate rather take customers permission that I will try my best to help you if you allow me if customer declines then give to supervisor escalation. Also the supervisor escalation should be instant avoid call back
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