Type of CX -VIP -HVC -GENERAL OR GUEST

*REFUND/REMAKE MATRIX

*CHAT HANDLING -must response w/in 2 minutes window -if not, will result in a markdown & tagged as overhold -chat avoidance will be tagged once no response to the cx (terminable offense)

3 Maximum chat at a time

-IDLE CHAT MANAGEMENT- -free typing is okay but needs to check grammar and spelling -1 minute and another minute rule (from opening spiels) and wrap up -5 minute to 2 minute rule (in a long conversation) closing spiel

*COMPREHENSION-CLIENT ESCALATION

-1st contact resolution (resolve the issue right away) DROP SHIP ITEMS -has yellow banner -has letter D in order number -always standard

SHIPS IN 5-7 days

FOR DROPSHIP-when in progress

Ask an assistance for refund