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Script

This document provides guidance for viagogo customer service agents on handling customer cases. It includes reminders to check status boxes, call customers when needed, and leave clear notes. It outlines when outbound calls are required and call scripts. It also provides guidance on investigating issues, resolving cases, and following up with customers.

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Kenjie Sta. Maria
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
129 views

Script

This document provides guidance for viagogo customer service agents on handling customer cases. It includes reminders to check status boxes, call customers when needed, and leave clear notes. It outlines when outbound calls are required and call scripts. It also provides guidance on investigating issues, resolving cases, and following up with customers.

Uploaded by

Kenjie Sta. Maria
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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REMINDERS:

> Check the Status Boxes from left to right

> Read the Case History from bottom to top

> Check the Enquiry Source and update as needed

> Check Wiki/OLS for investigation & resolution

> Call the buyer if needed

> Email the customer making sure greeting, grammar, spelling, and spacing is correct

> Exit the case properly

> Leave a clear and complete CIAN note

Scenarios where you must make an outbound call

> Customer replying with the same question

> Customer has many unanswered emails

> Pop Up in the Case History and / or 3 or more contacts from customer

> System note (outgoing call is needed in order to resolve this issue)

> System note (outgoing call is needed in order to resolve this issue - Local Delivery Address)

> System note (outgoing call is needed in order to resolve this issue - Email Bounced)

> The customer specifically asks to be called

> There is no suitable blurb to answer the customer's queries (e.g. you feel you need to free-type to fully
answer the query)

Before calling the customer

> Always read the case history

> Always check the country you will be calling to determine the country code and time in that country
> To find the correct country code, look at the Country Codes Page. For the time in that country, you can
use the website https://www.timeanddate.com/

> If it is not a suitable time to call the customer due to time zone issue, send an email answering the
customer query, request customer call back, wrap up

Reminder: Rule is to call between 09.00am – 09.00pm in the customer’s local time zone

SCRIPTS (OUTBOUND CALL)

> Hello, this is … calling from Viagogo. I am calling in relation to your purchase/ sale with us. For security
reasons I will need to confirm a few details before I can discuss the order/ sale with you.

> "For security reasons can you please confirm your full name (name and surname)?

> Could you also please confirm the email address on your viagogo account?

> Could you please also confirm the telephone number on your viagogo account?''

> Great, can I please confirm whether I am speaking with the account holder?

> Thanks, before we continue, I am letting you know that this call may be recorded for quality and
training purposes.

> I am calling regarding the tickets you sold/purchased for … on …

Give a preview of what is going to happen once you are off the phone call

> What I am going to do for you now is…

> Thank you so much for taking my call, have a great day!

If the customer does not answer, leave a voicemail:


"Hi Mr/Mrs, this is [your name] from viagogo. I am trying to call you regarding the tickets you
purchased/sold for [EVENT NAME]... I was unable to reach you today however I have sent an email
answering your query and our contact number so you can call us back. Have a good day, ..."

Send An Email After The Call (Combine After Call Email + Blurb anwering the query)

SCRIPTS (INBOUND CALL)

> Welcome to Viagogo, my name is …, may I please take your Order ID or Listing ID?

> Thank you very much. For Security reasons, could you please confirm your full name and email
address?

> Thank you. Can I please confirm whether you are the account holder?

Confirming the event

> Thanks, I can see you are calling regarding your purchase / your sale for … on ... How can I help you
today?

Check the case history in CSL before attempting to resolve the issue

Always ask the customer if it is okay to place them on hold BEFORE pressing the hold button

> Is it okay I if I put you on hold for a brief moment to investigate this for you?

INVESTIGATE and RESOLVE the case.

> Is there anything else I can help you with today?

> Thank you for calling!


Send An Email After The Call (Combine After Call Email + Blurb answering the query)

If your case won't load, access the link below and reload the case.

If delivery plan is Ticket Master Mobile Transfer:

1. If tickets has been transferred and buyer is claiming that tickets are never received, go to Action
Transaction Tab (view etickets) and check if seller uploaded a Proof of Transfer

2. If no PoT is upload in view etickets, check the case history if buyer was sent an email informing that
tickets has been transferred.

3. Send the ff FT to ask buyer for proof.

Ticket master blurb

Trouble shooting or screenshots guide for us to investigate.

Troubleshooting must include:

1) Screenshot of TicketMaster account showing no tickets

2) Screenshot of TicketMaster account settings showing what email is used for the account and
geography

3) Screenshot of inbox with a search for "ticket transfer".

4. If buyer called/emailed in asking for refund as tickets never received, check if buyer provided us a
proof.

We cannot do an investigation if we have no proof.

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