Subject: FW: [REMINDER] - The viagogo Golden Rules
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: David Lee <[email-masked]>
Date: Mon, 30 Jul 2018 11:00:27 +0000

REMINDER

DATE

30.07.2018

TOPIC

The viagogo Golden Rules

DETAILS

  *   Every customer matters
  *   If the customer has a fulfilment problem, apologize and empathize. Do your best to solve his problem, within the CS guidelines
  *   Listen to the customer first / read the email attentively - make sure you answer ALL the customers problems - not only the first one you see
  *   Make sure you explain the problem slowly, in a simplified step-by-step approach - remember, not all customers are computer savvy
  *   Be careful of what you say. Assume that anything you say will be published on the internet!
  *   Follow the viagogo policies - stick to facts. Do not give your personal opinion on a customer's situation
  *   Never use any Blurbs outside of the Blurb tool
  *   In any instance where a customer is claiming to have experienced a technical error, you must escalate the case to your TL before you confirm to the customer. Our product is world class, tested thoroughly, and it is very unlikely that a customer has experienced a technical error related to our websites or apps
  *   Only discuss issues related to a transaction, listing or payment. Any general questions, not covered by customer service responses and training, should be submitted by email. Media inquiries should be directed to [email-masked]<mailto:[email-masked]>
  *   Do not use internal jargon when speaking to customers (e.g: Seller type (fan), Seller Net Proceeds, % fees). Jargon is more likely to confuse than help customers. Stick to the language provided in blurbs and training materials
  *   Do not disclose any information about buyers to sellers, or vice versa, other than what is required to fulfil a transaction such as sellers needing a buyer's shipping address
  *   The best way to contact viagogo is by emailing us through our help centre, therefore, never disclose any of our locations