2.1 Enquiry Handling Standard

Moment of Truth (MOT), meaning key service moment, of enquiry handling & cautions,documentation & escalation standard of enquiries, troubleshooting SOP for quality concerns, handling standard & script for popular/typical scenarios etc.
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2.1 Enquiry Handling Standard

Attachment

2.1-1 Enquiry Handling SOP
(Introduction ： Handing SOP of general enquiries)

2.1-2 Troubleshooting for Popular Scenarios
(Introduction ： Troubleshooting SOP for TOP 10 malfunctions)

2.1-3 SOP for Popular Cases
(Introduction ： Handling SOP for popular enquiries in Contact Center)

2.1-4 OPPO Support Mail Signature_Template
(Introduction ： Standard Email Signature which shall be applied for each Email reply)

2.1-5 Standard Script & Tips-Reference
(Introduction ： Standard script for key service moments and for some typical scenarios CC staff might face)

2.1-6 OPPO Quality Feedback Reward Regulations for Customer SC Staff V4.0
(Introduction ： Regulation on how CC & SC staff can be rewarded for submitting a Quality Feedback Reward)

2.1-7 Handling Standard of Judicial related Enquiries
(Introduction ： Standard for handling judicial related enquiries, like checking phone information, repairing evidence devices or getting in touch with Legal Dept. etc.)

2.1-8 CC Window Contact List_20200228
(Introduction ： A complete contact list of all overseas Contact Center Sites & Service Center Windows)

Troubleshooting Guide