Adaptive :

• Customers must be responded to adaptively, following their sentiment and main concerns.

  1. Use greetings, addressing, empathy, and magic words as needed based on buyer sentiment.

• Focus on the Root Cause without repeating recommendations, solutions, education, or probing.

• Do not send irrelevant chats, images, links, codes, stickers, etc. unrelated to the Root Cause.

• Follow the specific brand focus in all interactions

• Escalations and negative feedback must be properly recorded in the brand-specific spreadsheet (excluding SKU).

• Accurate details must be entered in the CS ID Productivity Form.

• Internal Notes must be logged for all complaint-related chats, including Team Leader approval.

• Internal Notes must be updated if there are any confirmation changes from internal (Management) or external (Buyer).

• Details or confirmations must be entered in the Massive Issue spreadsheet if required.

• Correct initials or aliases must be input.

• Proper ticket status must be set in Zendesk.

• Intent selection must align with the available list in EKB.

• Must offer Upselling & Cross-Selling in every incoming chat within the same ticket, except for order or shipping complaints.

• Customer responses (Probing or Solution) must comply with EKB SOPs.

• Relevant SKU entries must be added in Escalation and Massive Issue spreadsheets, if necessary.

• Customer responses must include one additional relevant piece of information based on the buyer’s main concern:

  1. Pregnant/Breastfeeding (if product is unsafe)

  2. Recommended age for use

  3. Usage instructions (e.g., apply 2–3 times a week, use at night only, etc.)