Attendance Policy

Check Points here for the attendance point system: strict sa late and absences. Warning or termination letter will be served.

Any questions SMS me at 09499905213. If I’m not around, senior agent will assist you. Wag mahihiyang mag ask ng help. Respect your work and your teammates by being always on time.

Break Schedule 

Kayo bahala, whether plotted or mapag uusapan. 45 minutes total break, let's refrain from doing terminal breaks, or communicate to your team members if needed.

Open, Pending, Disconnected chats

a. All solved chat tickets must be closed before the end of your shift. 

b. No open tickets more than 3 days with no recent transactions/updates. Always send follow up email before you close your pending tickets. Here's a borrowed follow up template you can use: (send after 24 hours)

Just wanted to check with you on this ticket if we are able to answer all of your questions or if you still have an issue?

Please let me know if you have any clarifications or please do send us the information we're looking for so we can continue working with you. Thanks!

Please take note that system will be marking this ticket as solved if we don't hear back from you. Don't worry, if that happens and you still need help, just send us another message so we can help out. 

c. We must send follow up email for disconnected chats. (something like Sorry, you left our chat session before we send our response to you, etc)

d. When merging tickets, do it responsibly. Merge tickets only for duplicates, (same customer) no other reason.

Ownership

On chat, assist if it’s a new case. Transfer if needs to continue with the previous agent. (coordinate, no blind passing)

Hard chats, Heropoint/Point

The goal is to not resolve the chat inquiries right away, all the time, esp true for issues to be reported to point, or need more time to replicate. Prioritze customer handling and get all possible information. It is never deadly to post to Heropoint/Point, wag katamaran tong procedure na to. Add the Heropoint link to Zendesk note. Failing to do this is equivalent to work abandonment.

New escalation process: https://www.notion.so/kajabi/New-HeroPoint-Flow-DSN-fa7263fa1a7a44c09c4409de1c7e3c4f#fa7263fa1a7a44c09c4409de1c7e3c4f

Custom Codes

Support agents are never mandated to learn coding. (Pero wag snob, we must show that we offer something or check something) Don't promise or anything. Always set the expectation/disclaimer to the customers that we have limited knowledge for custom codes. Ask me or your senior agents, if we can override one liner codes. Refer to Kajabi Resources for any custom coding beyond support: https://kajabi.mykajabi.com/p/resources or send to Kajabi Facebook Official group.

Chat to Ticket

Technical cases on chat are to be handled by the agents. All misdirected requests, forward your ticket to the right department by adding the necessary tags. Ask to email support only for detachment request. If you're going to ask the customer to send an email, grab the ticket from the Support bin.

Escalation

For customers requesting to talk to a manager, pm yours truly. Never argue with the customer and consider escalation as your escape goat. As a best practice on customer service, we always try to deescalate the situation and see how we can help the customer. If customer insists, it isn't about you, so don't take that personally.

Customer Handling

Without customers, walang Kajabi. Wala ka ring work, pag pinagdasal mong mawala lahat ng customers sa mundo.

a. Don't be rude. No one liner, esp one word answers. We're not robots, put human touch to your responses. =) Hindi ka nakikipag break sa customer mo, so learn to respect them. Too many rude feedback is subject for review of termination.

b. Don't argue with your customers. They always win. You'll get fired, they get the last laugh.

c. Be friendly, ehem extra friendly. Make it a habit to use positive words like that's great! you're awesome, that's wonderful! (not excessively) Mind you, it is not about if you resolve the issue of the customer, it's how you handle them. Kung bolero/bolera ka sa tunay na buhay, put it into good use.

d. Kajabi takes pride with our customer service practices through the years, don't taint that by sending impulsive annoying and sarcastic comments to the customers. Lastly, your name is your signature, you don't want your customer remembering your name with tag #nightmare. Stay classy!