@a_c_green wrote:
@Anonymous wrote:
Hi @smileytown18, it sounds like with a reference to an additional 5-7 days that an issue has arisen with the refund and we have submitted for this to be manually processed (which takes 5-7 days). If this was not explained to you then I will be happy to review the conversation and provide appropriate coaching.
Hi, @Anonymous! I keep meaning to raise this question in a Weekly Chat, but never managed to get around to it, but as you've just made the second mention of this within the same thread, I might as well ask it here:
What exactly happens when you "provide appropriate coaching" to a specific Customer Service rep who's messed up in some way? That is,
- Does your team (you, Alan, Brian and the others) have regularly-scheduled case reviews or conference calls with the Philippines outfit, or does this occur on an as-needed basis?
- Do you actually speak with the rep in question?
- Do you speak with whoever's managing the center out there? Reason I ask this is that if you're the one providing the coaching, it seems like you're kind of usurping the manager's authority (even though it may of course be justified; I'm not suggesting otherwise).
- Is there any difference (e.g. phone calls or emails vs. face-to-face conversation) between "coaching" a Philippines rep and one in the U.S.?
I see the term "appropriate coaching" flung about here quite a bit, and I'd really like to clarify exactly what happens behind the scenes when an incident surfaces that qualifies for it. Thanks!
Hi @a_c_green, happy to address how we generally approach coaching opportunities. I want to begin by clarifying that all of our agents globally are provided with the same in depth training. Quality and accuracy are high priorities for us and we focus heavily on ensuring that those who speak for eBay are given the right resources and training to meet the needs of the line of business that they support. Examples of different lines of business are buying, selling, eBay Money Back Guarantee, listing policy, etc. While most Customer Service agents are specialized in one subject, some teams are experienced in addressing a wide variety of topics.
When incorrect information has been provided to a member of our Community, The Community Team will partner with the appropriate member of leadership who will review the customer interaction (either a recorded phone call, email exchange or conversation via Social Media) to determine what opportunities are present for improvement. If we find that incorrect information was given or a poor experience was created by one of our agents, this coaching is delivered to the agent's leader for review and correction. This process remains the same on a global level and an agent's location would not inhibit our efforts to improve the experience of those customers who need to contact us for support.
Incidences of coaching to our agents are carefully logged and patterns of misinformation or poor experiences are something we utilize for improvements. There are times where this kind of investigation will help us to improve training material, internal resources on policy or even lead to widespread communication as needed.
