consultant learning services microsoft store customer service and support sutherland global services
TRANSCRIPT
Consultant Learning ServicesMicrosoft Store
MS Store Process Flow
Customer Service and Support Sutherland Global Services
Course Content:
Lesson 1. New order process
Lesson 2. Order Status
Lesson 3. Delivery Status
Lesson 4. Cancellation process
Lesson 5. Return & Refund Process Customer Service and Support Sutherland Global Services
Lesson 6. Lost or missing Products
Lesson 7. Fraud
Lesson 8. Tax exempt process
Lesson 9. Lost product key
Lesson 10. Misroutes
Customer Service and Support Sutherland Global Services
New Order Process
Lesson 1. Microsoft Store, Student Store and HUP
Customer Service and Support Sutherland Global Services
This course will help you:
• Identify the process of placing an order on a customer’s behalf.
• Name some of the reasons why we have to place an order for a customer.
• Name some of the important facts about placing an order.
Customer Service and Support Sutherland Global Services
How to place an order in GC tool?MS Store
Click on Customer Service tab Click on ToolsClick on Call Center ToolThe tool will be launched; scroll down to start a new order.
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services
Click on Buy
After selecting the product to be purchased
Enter the customer’s billing information
To be filled out if a discount is applied
Must be associated with the credit card
Must be accurate and complete
Click if the billing and shipping address are the same
If not, manually enter the preferred shipping address
Enter the card numbers
Click on Review Order
Provide the total amount that the customer will have to pay,
then click on Continue
Price will be calculated including tax and shipping
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services
Customer/Agent
process New Order
Price will be calculated (Tax and Shipping
In ReviewSupressed 2-4 hours
Order will be completed by agent
New Order Process
New Order Process
• For ESD: After completing the order, the
customer will receive an email confirmation that has the payment and download information including the product key.
• For FPP: Normally goes into Review process
for 2-4 hours; email confirmation will follow.
The order may or may not be approved.Customer Service and
Support Sutherland Global Services
Order Processing FactsFor new customers, do not
capitalize the billing address or else the order will be placed In Review status
Changing of information in a processed or completed order is not possible
Shipping information can be different from the Billing information
Customer Service and Support Sutherland Global Services
UPS can not deliver to P.O boxes, APO, Federal addresses and US Territories
If customer cannot download the product they purchased from us, we can send free BUM with free ground to 2nd day shipment provided that it’s approved by the supervisor
Only credit cards with US billing address will be accepted
Customer Service and Support Sutherland Global Services
Order Processing Scenarios1. Agent has completed the order and suddenly the customer decided to change the Shipping Address in the order. What are you going to do?
2. Customer is complaining about the downloadable product that he got from us. He said that it’s not working. How are you going to resolve the customer’s issue.
Customer Service and Support Sutherland Global Services
Order Status
Lesson 2. Definitions and Actions
Customer Service and Support Sutherland Global Services
This course will help you:
• Explain the order status or products purchased from the Microsoft Store.
• Identify the action needed to address each scenario.
Customer Service and Support Sutherland Global Services
Order Status
• Complete:Order has been placed and the payment for the order has been received and processed
• In ProcessThe order has been placed and sent to the fulfiller. The status will remain until the fulfiller acknowledges that it has been shipped.Customer Service and
Support Sutherland Global Services
• OpenOrder has not been completed. Nothing will be charged to the customer until the customer completes the order.
What to do: Press the “Complete Order” button
located on your Task section to finish the order for the customer.
Customer Service and Support Sutherland Global Services
• RiskOrders that are suspected to be, or are, fraudulent.
What to do: Press the “Enable” button located
in your Task section. This will either allow you to complete the order by pressing on the “Complete Order” button, or allow you to send a note to the Fraud Department requesting assistance.
Customer Service and Support Sutherland Global Services
• CancelledThe order has been cancelled in the eCommerce system. Nothing will be delivered and nothing will be charged to the customer
What to do: The customer will have to place a
new order if they would like to receive the product.
Customer Service and Support Sutherland Global Services
• Submitted
The order has been placed and has been submitted to the fulfiller. This status should not appear very long on digital orders as they are sent to the fulfiller almost immediately. This status remains until we have confirmation that then order was received by the fulfiller.
Customer Service and Support Sutherland Global Services
• In ReviewThe fraud department is currently reviewing the order. The status will change appropriately once the order has been reviewed.
What to do: Inform the customer that their
order has been held for review by the accounting department, which could take up to 2-4 hours.
Customer Service and Support Sutherland Global Services
• SuppressedThe order was cancelled. Card may have been declined. Nothing will show on the credit card and nothing will be shipped.
What to do: The customer will have to place a
new order if they would like to receive the product.
Customer Service and Support Sutherland Global Services
• DisputedThe order is currently being disputed.
What to do: Inform the customer that our
records indicate this order has been refunded.
Customer Service and Support Sutherland Global Services
• Customer said he did not receive an email confirmation for his order after buying an Xbox 360 an hour ago. When you checked on his order, the status is In Review. What will you do?
Order Status Scenario
Customer Service and Support Sutherland Global Services
Delivery Status
Lesson 3. How to track an order?
Customer Service and Support Sutherland Global Services
This course will help you:
• Identify the tools used to check for the delivery status of a customer’s order.
• Explain steps on how to check for the status of a delivery.
Customer Service and Support Sutherland Global Services
How to track an order for a BUM in GT tool?
Locate the customer’s order and verify PII Look for the tracking numberGo to http://tracking.newgistics.com/1048
How to check delivery status is MS Store?
Pull up the customer’s order and verify PIIClick on the tracking numberCustomer Service and Support Sutherland Global Services
Cancellation Process
Lesson 4. What Orders to Cancel
Customer Service and Support Sutherland Global Services
This course will help you:
• Identify the orders that can be cancelled.
• Explain the process of order cancellation for Microsoft Store, Office.com, and HUP
Customer Service and Support Sutherland Global Services
Order Cancellation Facts
• We can only process cancellation to orders that has no tracking number.
• If tracking number is already assigned to the order, we will process return and refund.
Customer Service and Support Sutherland Global Services
• We can also request cancellation for ESD with the following order status:
Submitted: Failed/Pending Digital rights (MS Store)
Pending: Not Fulfilled (OESD) Success: Not Fulfilled (OESD)
• We can not request for cancellation if order status is In Review.
Customer Service and Support Sutherland Global Services
MS Store Order Cancellation
Customer Service and Support Sutherland Global Services
Pull up the customer’s order
Customer Service and Support Sutherland Global Services
Verify PII
Full name
Email address
Order number
Last 4 digits of CC
Go to Products to view the items ordered
Click on Fulfillment information to check for the tracking number
Click on Request Cancellation
Select a reason for cancelling the order
Edit the comment
Check the item that is for cancelation and put a quantity to cancelClick on Request Cancellation
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services
Pull up the customer’s order
OESD Cancellation
Verify PII
Full name
Email address
Order number
Last 4 digits of CCClick to select action
Select a reasonSelect the quantity
Type in your comment
Click on Request Cancellation
Customer Service and Support Sutherland Global Services
Agent Processed
Cancellation With Tracking Number, agent cannot process Cancellation but
could process Return/ Refund
Without Tracking Number, cancel the order in DR
and close the case
Cancellation Process
Things to Remember:
• Requesting for cancellation does not guarantee that the order will be cancelled.
• If the cancellation request is approved, the customer will receive an email confirmation within 24-48 hours.
Customer Service and Support Sutherland Global Services
• If order cancellation is not successful, customer will automatically receive a return shipping label from UPS. Return and refund process will follow. (MS Store)
Customer Service and Support Sutherland Global Services
• Customer said that he wants to cancel an order for a laptop that he placed yesterday. When you checked on the records, there is already an assigned tracking number. What will you do?
• A customer called in to ask if you will be able to cancel an order for Xbox 360 that he just made today. How will you respond to the customer?
Cancellation Request Scenario
Customer Service and Support Sutherland Global Services
Return & Refund ProcessLesson 5. Learn the Process and Policy
Customer Service and Support Sutherland Global Services
• Identify some of the reasons why we have to process return & refund.
• Identify the Microsoft return and refund policy.
• Explain the return and refund process.
This course will help you:
Customer Service and Support Sutherland Global Services
A customer may call in to return a product that he purchased from Microsoft Online due to the following reasons:• Purchased the wrong product• Was not able to download/install the
software• Customer wants a DVD copy instead
of a downloadable software• Customer does not like the product
Customer Service and Support Sutherland Global Services
Return and Refund Policy
• Returns for downloadable software products will be honored for thirty (30) days from the date of purchase.
• Subscriptions and services will be honored for thirty (30) days from the date of purchase.
Customer Service and Support Sutherland Global Services
• FPP returns will be honored for thirty (30) days from the date of purchase, provided the item has not been opened or altered from its original state and does not show wear or damage.
Customer Service and Support Sutherland Global Services
All Sales Are Final!!
• For items marked “Clearance”
• RAM
• Xbox 360 games
• Boxed non-Microsoft Products
*Replacement is possible for these products.Customer Service and
Support Sutherland Global Services
MS Store Return
Pull up the customer’s order Check if it was purchased within 30 daysVerify PIICustomer Service and Support Sutherland Global Services
Click on Return
Select Reason
Put a commentCheck the items to be returned
Type in the Quantity
Check Unlock Code for ESD
Click on Submit Return Request
Click here to access customer’s ELOD
RMA/Refund number
Customer Service and Support Sutherland Global Services
Office.com & HUPReturns
Search for the customer’s orderEnter the order number and click on Go
Click here to select an action
Select Request RMAClick on GoSelect the
Reason(Always put Other Reason)Select the quantity
Always put “OK to Credit” in the comments field
Click on Save
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services
•To access the customer’s ELOD
Click the drop down and select “RMA Received”, then click on Go
Customer Service and Support Sutherland Global Services
Agent Processed
Return
Customer will receive Return Authorization and Return Label w/in
24 hrs
Customer should return the product to UPS
before the expiration of UPS Label w/c is 10
days
Allow MS 10 business days to receive, assess and review the product
Refund will be processed w/in
3-5 business days after assessing the product
Return & Refund Process
For ESD, it’s a requirement that we read the ELOD scripting (verbatim) provided by the QAs before accepting on customer’s behalf
For expired ELODs, Senior Agents or Supervisors can extend the date (MS Store)
Return & Refund Process Facts
Customer Service and Support Sutherland Global Services
In Office.com & HUP, BUMs are not refundable; if the customer insists, escalate to Office.com or HUP respectively.
For ESD with BUM, the customer does not need to return the DVD but refund will still be processed (MS Store)
Customer Service and Support Sutherland Global Services
For FPP, customer will receive an email from Microsoft Store about the return request. A separate email from UPS will also be received both within 24-48 hours.
Customer has to print the return shipping label sent by UPS and attach it to the product that is for return.
Customer Service and Support Sutherland Global Services
For FPP, if there is no return label received or has expired, the case should be escalated to Tier 2 (live escalation)
Customer has 10 days to return the product or else, the shipping label will expire.
Customer Service and Support Sutherland Global Services
• ESD: 3-5 business days (Microsoft Store)
5-7 business days (Microsoft Office/HUP)• FPP: 10-15 business days (10 BD
to receive and review the product; 3-5 BD to process the refund)
Always provide the time frame for refund :
Customer Service and Support Sutherland Global Services
• Customer said that he cannot accept the ELOD anymore and said it has already expired. What’s the resolution for this concern?
• Customer wants to return the Xbox 360 game that he purchased a week ago because it is not working. How will you respond to the customer?
Return & Refund Scenario
Customer Service and Support Sutherland Global Services
Lost or Missing ProductsLesson 6. Delivery issues
Customer Service and Support Sutherland Global Services
This course will help you:
• Explain the process that we need to follow for lost or missing products.
• Identify the course of action is customer is complaining about lost FPP or ESD products.
Customer Service and Support Sutherland Global Services
Scenario 1
A customer complaining for a product not received
Tier 1 will have to verify information & check the tracking number.
Ask the customer if he already inquired with their family members or neighbors.
Live escalation to tier 2
Customer Service and Support Sutherland Global Services
• A package trace will generally take between 8-10 business days for the investigation to be complete; T1 Agents, can tell the customer that they may receive an update and resolution within that time frame)
Customer Service and Support Sutherland Global Services
Fraud
Lesson 7. Unauthorized Purchases
Customer Service and Support Sutherland Global Services
This course will help you:
• Identify the information needed to verify before tagging the order as fraud
• Identify the course of action needed to address the issue
Customer Service and Support Sutherland Global Services
Account verification:
Full name
Date of the transaction
Total amount that was charged
Last 4 digits of the card
Customer Service and Support Sutherland Global Services
Customer complaining that he was charged by MS Store without his
knowledge
Scenario(FPP)
Agent Verified customer’s Personal
Information (PASSED)
Order already processed in DR and w/ Tracking Number (IN TRANSIT)Live escalation to tier 2
Customer Service and Support Sutherland Global Services
Customer complaining that he was charged by MS Store without his
knowledge
Agent Verified customer’s Personal
Information (PASSED)
Scenario(ESD)
Refer customer to the bank or their financial institution and inform them that the
product key will be blocked by the system
Customer Service and Support Sutherland Global Services
• You cannot provide any information of the order regardless if the PII was provided
• Customer can dispute the amount from the bank or financial institution and the bank’s back office will be coordinating with MS Store for the refund of the amount
Remember
• If the customer did not pass the verification process, refer the customer to his bankCustomer Service and
Support Sutherland Global Services
Tax Exempt Process
Lesson 8. Process Guidelines
Customer Service and Support Sutherland Global Services
This course will help you:
• Explain the process of tax exempt
• Identify the contact numbers for processing a tax refund
Customer Service and Support Sutherland Global Services
States with no Sales Tax:
• Alaska• Delaware• Montana• New Hampshire• Oregon
Customer Service and Support Sutherland Global Services
Customer will be billed normally (price + sales
tax + shipping)
Customer will have to fax or e-mail supporting documents for tax exempt to Microsoft Store
Microsoft will review the
documents sent by the customer
Once we validated the documentation, refund will be processed and will be
back to the account of the customer
Customer Service and Support Sutherland Global Services
Tax Exempt Process Guidelines
• Customer must send a copy of their tax exempt documentation through either if the following: For e-mail -
[email protected] For Fax - 425-936-7329• Title: Microsoft Store Tax Exempt Process
Note: Include this phone number as office number 469-775-6367
Customer Service and Support Sutherland Global Services
Lost Product Key
Lesson 9. Where to find the product key
Customer Service and Support Sutherland Global Services
This course will help you:
• Identify where to find the product keys for both FPP and ESD products
• Identify the action needed to help the customers locate their product keys
Customer Service and Support Sutherland Global Services
Customer asking where to locate the
product key
Advise customer that it’s in the package on
the white sticker (25 alphanumeric
character)
If customer cannot find the sticker,
refer to MSCC for license
regeneration
Advise customer to login to his MS Store
account
If customer cannot access the account,
resend receipt e-mail to the
customer thru GC/GTCustomer Service and
Support Sutherland Global Services
Misroutes
Lesson 10. Beyond the support boundaries
Customer Service and Support Sutherland Global Services
This course will help you:
• Identify the issues not supported by the Microsoft Store agents
• Identify the correct area where the misrouted customers will be properly assisted
Customer Service and Support Sutherland Global Services
• Customers may be calling in because of an issue that is out of our support boundaries. In this case, we need to transfer them to the correct area or department.
Customer Service and Support Sutherland Global Services
• We only support products purchased from MS STORE. If the product was purchased from other retailers, we have to refer them to the store or website where they got the product
• We only WARM TRANSFER repeat callers and installation issues that we’re not able to resolve. All other misroutes should be cold transfered to the right department
Customer Service and Support Sutherland Global Services
Warm Transfer vs. Cold Transfer
• Warm transfer is when we call the right department, explain the issue, and introduce the customer to the agent before we conference and release the call.
• Cold transfer is when we call the right department and transfer the call without introduction.
Customer Service and Support Sutherland Global Services
Misroute issues:
• Download and product keys of software purchased from a non-MS website.
We can also refer them to the website where they purchased the software, or refer them to office.com/downloadoffice
We can ask them to go to findmyorder.com for them to locate their orders.
Customer Service and Support Sutherland Global Services
• Customer having technical issue/s with a software that he purchased from a different retailer
We can refer them to 1-800-MICROSOFT or the Microsoft Customer Central for them to be connected to technical support
Customer Service and Support Sutherland Global Services
Misroute issues:
• Customer calling about a laptop that is not working and was purchased from other retailer
We can refer the customer to the manufacturer (OEM) Tech Support
Customer Service and Support Sutherland Global Services
Misroute issues:
• Customer wants to purchase a license for a Microsoft product that can activate 10 or more computers.
Customer can be transferred to the Volume Licensing Department
Customer Service and Support Sutherland Global Services
Misroute issues:
• Customer is having an issue generating a product key using the Product key card that he purchased from a local retailer.
We can refer the customer to the Product Key Card (PKC) support
Customer Service and Support Sutherland Global Services
Misroute issues:
• Customer wants to return and get a refund for a product that he purchased from a local retailer. He said that they would not accept the product because it has been opened. Customer can get a refund from the Money Back Guarantee department.
Customer Service and Support Sutherland Global Services
Misroute issues:
• Customer is asking for help in downloading a free trial version of Office 2010.
Inform the customer that there is no live support available for trial versions. Direct the customer to Microsoft peer-to-peer forums.
Customer Service and Support Sutherland Global Services
Misroute issues:
Questions?
Customer Service and Support Sutherland Global Services
Thank You.
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services
Customer Service and Support Sutherland Global Services