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Are we supposed to MD TMs if they use any jargon in the email sent to MX? For example, in the Reason field in the email for never delivered order issue, TX put Never delivered, dx fault.

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if the tx encountered error while doing the "link-to-case" , should they provide explanation why they were not able to link the delivery to the case, or can we consider if the Tx just put the correct UUID in the case notes?

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When the other party requests for a call instead of chat, should the TM end the chat interaction as soon as they reach the other party, or should they keep the chat active while assisting the other party via OB?

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What if the WFT states "advise the Dasher that they will received additional HALF pay for this order" but the Tx only said "you will receive ADDITIONAL pay for this order" (did not specifically says "half pay" will this be a markdown on both 2.1 and 2.2

2.1 - for failing to communicate the complete resolution

2.2 - for failing to provide the information stated in the WFT

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UNR statement Clarification On Chat  Chat drop/unresponsive scenario

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UNR statement Clarification On Chat  Chat drop/unresponsive scenario

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We have observed Auto QA MDs for broken Callback promise owing to the OB statements since resolution is already offered it falls under OB pause category as Cx is unresponsive.

UNR statement:

"This might sound like “I haven’t heard from you and I want to ensure that I have resolved your issue. I will reach out to you by phone to see If I can help you on a live call better. In case I miss you, please contact support again. Thank you for being a DoorDash customer!”

Please suggest if the TMs can modify this statement based on the situation or they can remove the "I will reach out to you by phone to see If I can help you on a live call better" as we are adhering the OB suspension on chat drop / unresponsive scenarios and due to which the Tx are getting penalize by Auto QA

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regarding the step in the Kb Support Case Handling: Policies, Guidelines, and Queue Workflows

Voicemail Messages: Choose your voicemail message based on the resolution status. Always provide our support phone number, or offer the option to reply to the email.

Support Phone Number for Cx/Dx: 855-431-0459

Support Phone Number for Mx: 855-222-8111

Should we only provide this support number to the main contact? ex: DX Support - called DX because the call got disconnected but was routed to voicemail, then DX support should provide the DX support number

or tx should also leave the support number if they call the MX/CX as instructed by the WFT? Ex: DX support called CX to confirm if the order was received but was routed to VM.

But looking at the suggested spiel, it shows different spiel for "resolution identified " and resolution not identified" does this mean this is for main contact only?

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Chat Interactions - Unresolved Issues - Wait time for Unresponsive contacts

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Chat Interactions - Unresolved Issues - Wait time for Unresponsive contacts

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Hello! Is this instruction in KB specifically applicable for situations where the TM asked the other contact to perform a task?

(sample: TX asked the other party to perform something on the app while on chat)

Or is this also applicable when the TM just asked the other contact a question related to resolving the issue, but the other contact didn't respond right away?

sample:

Tx: Hello! How can I help you today?

Should TMs observe the 2-min then 3 min rule if there's no response from the other party to the sampled question?

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Under "Did the teammate resolved my issue today?" If teammate referred the customer to contact the merchant regarding the promotion for Storefront orders. Should the scoring be "No" because the teammate still needs to reconfirms if the information or resolution addresses the issue? Or should the scoring be "OOTC" because the teammate reiterated that the customer needs to contact the merchant regarding the promotion when there's a sign of dissatisfaction?

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Are we now providing a markdown for excessive hold or silence for chat interactions?

If there's a documented issue in SFDC or THQ about the latency that affected the teammate's hold time, should the scoring be "No" . Was there an excessive hold or any instance of unexpected long silence during the interaction?

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Should we consider the case notes of TM regarding the OB even if we can't see the OB made in OAI and even in AWS (amazon connect console). Example: TX noted "tried to reach MX 2x via OB but both call were disconnected" but not evidence in OAI and in AWS.

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Hi. Just want to clarify.

1. What if, in the middle of the call, the contact said that no further assistance needed because the issue is already resolved, should the Tx still need to complete the WFT until the end to avoid MD?

2. Same with dropped contact, example the Tx is still working towards the resolution, haven't completed the WFT yet but the call got disconnect and unable to reach via OB (issue unresolved), are they expected to still finish the WFT until the end?

Thanks

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Good day. are the Tx allowed to say "do not forget to complete the survey after the call"

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Good day. if the Tx already send the closing spiel or the unresponsive spiel but did not end the chat or call immediately, do we have allowable time / consideration for this before we MD? Example in the provided SS, Tx blasted the unresponsive spiel but became silent after that, then only ended the call after 2mins. How many minutes can we consider that they can stay on the call/.chat before actually ending it, to avoid MD under call / chat avoidance?

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Re: WFT Issue With Order (Mx)

Steps says:

1. Confirm with the Merchant that they would like to issue refunds to the Customer and give DoorDash permission to do so. This will show up as an error charge in their next payout

2. Does the Merchant agree to provide refunds to the Customer and be charged for it?

if the Tx failed to educate the MX that the refund to CX will show as error charge on their end, will this be a markdown on 2.1 (Failed to educate on the resolution) or 2.2 (failed to follow WFT process) or both?

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I’d like to clarify whether we should treat cases as live if Tx received them 37 minutes after the chatbot transferred them. Or, since Tx received the chat late, should it be considered a non-live case?

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Good day team! Just wanted to confirm for scenarios wherein the wrong expectations were given to the CX, would it be a markdown under 1.4 due to the possibility that it may trigger a re-contact?

In example, TM mentioned that they provided credits for the order but it was actually refunded back to their card. There's a possibility for a callback if they noticed that no credits were issued on their account (if they are going to place a new order or reorder). Would it be a MD under 1.4 or just under 2.1 for failed to communicate?

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Are we supposed to MD the TX if they only used branded closing in the inbound and chat interaction, but NOT during external outbound (due to premature disconnect, contact's request, callback due to technical issue)?

E.g.

Inbound/chat closing: I haven't heard from you... In case I miss you, please contact support again. Thank you being a Doordash Customer.

Outbound: You're welcome. Bye!

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Hi Kellie! We need your expertise in this case if an empathy is needed for scenarios like this where CX does not sound upset nor frustrated and also admitted his mistake for scheduling an order in a wrong date and requesting to have it cancelled. Sample messaging:

CX: "i'm good thank you i was calling because i made a silly mistake and i was trying to plan an order for tomorrow didnt realize it was still set up for immediately i have already called the restaurant so they know that i i am not needing it right now but they can't cancel it and i can't cancel it i was hoping you all could help just cancel out the order"

TX: "oh okay well in that case i just gonna go ahead and check this order first okay"

Thank you!

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Case No - 730960397 "Assignment History Page"

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Difference in Issued Half Pay Amount - System Issue Payments

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Difference in Issued Half Pay Amount - System Issue Payments

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Case - 730960397 & 732958290

Identification - We have seen many cases where the Half Pay generated by the System is showing different as compared to the "Assignment History Page In THQ".

Concern - Compared to the 1st case in the Assignment History Page In THQ is showing $3.32 is the half pay amount which should be processed by the system based on the Dx concern. However, it processed $3.88 (difference of +0.75 cent)

Please check if the Half Pay generated by the system is authentic & genuine.

When we review the system-generated Half Pays, do we consistently observe the same differences each time?

In the 2nd case as well actual half amount was $2.62 and system issued $3.38

Please suggest !!

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WFT SS: Pay Issue - Reimbursement Related - For Chat/Call case

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How to validate the Reimbursement Receipt - Queue: Dx-DSD

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How to validate the Reimbursement Receipt - Queue: Dx-DSD

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Case No - 734230401, 731698950

1st Case 734230401 - Reimbursement amount "$37.52" processed by Tx

2nd Case - 731698950 Reimbursement amount "$20.51" processed by Tx

In both the cases Dx reached out to us to reimburse his payout of his pocket amount.

Identification: Where we comparing the receipt provided by the dasher or available in the THQ - Timeline with THQ - Order Page - Order Information under Merchant page, Total & Subtotal amount is reflecting different.

Concern:

1. On which scenarios / condition we reimburse the Dx "Full Amount or Subtotal amount"

2. Which receipt we should consider at the time of creating reimbursement (receipt that provide by the Dx over chat / timeline or we should refer the THQ order page - order details)

3. If we follow the WFT steps (attached above) under the "pricing section" it ask us to match the items price and the total amount, and while doing the same we find the item price, total & subtotal amount comes different in both "Order Receipt & Order Page in THQ"

Please suggest the guidance what should we do here??

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Do we consider TL approval case notes when processing refund outside the WFT process? Example: Never delivered order, as per WFT, if the DX was able to present a proof of delivery, the WFT will deny the compensation for the MX, but MX is insisting that the picture is not the actual house of the CX, hence they are complaining that they never got the order. In this case, can we consider if the payment was manually processed by the Tx but TL put a case notes that he/she approved that payment?

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RE: Drive Refund, as per WFT, TX should already use the ORT to process pay but the DMPAT option is still accessible and Tx can still use this to process pay. If the Tx use the DMPAT instead of the ORT (as instructed by the WFT) should we MD under 2.2?

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What if the Tx failed to do an outbound at all but WFT instructed them to do so? example Item unavailable, WFT instructed to call CX to confirm replacement but Tx did not OB, is this MD under 2.1 or 2.2 or both?

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For team mates in Egypt (Arabic speaking) supporting English queue, In case Dasher asks, do you speak Arabic and requested to interact in Arabic.

Please confirm if:

a. Foreign Language hotline supports Arabic

b. Please confirm if Team mate is allowed to inform Dasher that they may speak in Arabic but they are still required to respond in English

c. Or accommodate Dasher request as stated in Foreign Language Policy﻿ (KB : Support Case Handling: Policies, Guidelines, and Queue Workflows)

1. Honoring Language Requests﻿

Legal Requirements: Teammates must honor requests for non-English language support where it is legally required. For example, in Quebec, Canada, French must be provided if requested.

Other Markets: In all other regions, Teammates should make their best effort to accommodate language requests.

or just dial Language Translation Line and engage in 3way call. Appreciate your guidance here. Thank you.

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Do we MD the TX if they already used branded messaging to close the interaction, yet still stayed on the line for a while before disconnecting the call? If so, would it be under 2.1 Internal policy?

E.g.

05:49 Thanks for contacting DoorDash. Bye for now.

09:56: ended the call

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For C&R abusers, we are allowed to end call/chat if they continue to express pushback or frustration on the resolution of not providing them more compensation, right?

Is there a specific number of times for Tx to reiterate the resolution or for Cx to express pushback before we can wrap up the call/chat?

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Hi, Kellie! Just a follow up question for this case. Should it be a markdown in Empathy 1.2 wherein there was a negative sentiment captured but the CX was not directly telling it to the TX as she was talking to someone else, observed at timestamp 00:48s? Thank you!

Case Link: https://app.observe.ai/call/afb02417-bb3c-4c04-848d-347689619d1d?time=%7B%22id%22%3A%22LAST_30_DAYS%22%2C%22to%22%3A1757087999999%2C%22from%22%3A1754496000000%7D

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If a specific WFT dictates to provide case notes using the Drive Contact template are we to still markdown the teammate if the template was not included? I checked the said template and it's currently not available

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Just want to check proper scoring

1. Where should we MD if the WFT instructed the Tx to call the CX/DX/MX as part of the process towards the resolution but Tx failed to do so (no OB at all) ? is this MD only on 2.2 and 2.1 or only MD on 2.2

2. What if the WFT instructed the Tx to call the CX/DX/MX as part of the process towards the resolution, but Tx only attempted to call once / did not leave a voicemail, should this be a MD on 2.1 and 2.2? or 2.2 only?

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Hi, in cases where the dasher reaches out about more than one issue and the teammate only resolves or addresses one of the issues. Is it correct to mark the issue as resolved under 1.4?

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In the V14.2 Rubric, Empathy cannot be delivered through a singular statement. Empathy can be demonstrated holistically by your actions that ladder up to the customer's issue, feeling and desired outcome.

For this case, Cx raised two issues: missing items and hair on the food. Since the Tx was only able to address the issue about the missing items, are we aligned in giving it a MD under 1.1 and 1.4 since only one of the two issues was addressed? Thanks for your assistance.

https://app.observe.ai/call/afb02417-bb3c-4c04-848d-347689619d1d?time=%7B%22id%22%3A%22LAST_30_DAYS%22%2C%22to%22%3A1756483199999%2C%22from%22%3A1753891200000%7D

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Hi! Do we MD the Tx if the hold time exceeded the 2min threshold (with +-5s leeway) while connecting with an LA/GA through SWARM?

Is that the same thought as a parked call since the Tx was connecting with an LA/GA through SWARM? Thanks!

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Hi Team,

Just want to clarify as empathy cannot be delivered through singular statement and should be viewed holistically but our actions. Missing to emotionally empathize and focuses on providing resolution in a polite way should still be a mark down.

Ex.

Agent: Welcome to DoorDash, this is Vivian. How can I help?

Dx: Yes, my name is Cynthia. I'm at The Flying Biscuit. My system glitched. I tried clearing the cache, I even uninstalled and reinstalled, but I'm still having trouble using the app.

Agent: I'm really sorry about that. Let me go ahead and check this.

Dx: Oh wait a minute... okay, oh that's okay now it's...

Agent: That's great to hear

Dx: the orders gonna be very late and I don't know if they will drop off the contract violation for that. What should I do? I need to drop off the orders.

Agent: Allow me first to check your account so we can also see in regards to the delivery you have, okay? From The Flying Biscuit.

Dx: Yes

Agent: You have reached Premium Dasher Support. Congratulations as well for being a Platinum Dasher! In regards to your concern, you can still proceed in picking up these two orders and deliver them to the customer, okay? However, we can't refrain from getting you a violation, but we will take note here on our end that you had an issue, which is why you might be late in delivering the order to the customer, okay?

Dx: So there's two that's what they're gonna get to pay me, and that's not fair.

Agent: Yes, we can't determine at this moment, Cynthia, that you will be deactivated or reported or whatnot. But if ever you receive a notice or a violation, you do have the option to provide more details on what happened during the delivery. I will also take note here on our end of the issue you had, so our team can check as well that you reported this issue while experiencing a problem with the app.

Dx: Yeah.

Agent: With the two deliveries. So at this moment, I was able to take note of the issue you had. Please proceed with delivering these two orders to the customers, okay?

Dx: Okay your not gonna deactive me okay?

Agent: If ever you receive a violation, as I mentioned, please take note that you contacted us regarding this issue with the two deliveries, and our team will investigate it further, okay?

Cynthia: I'm already eleven minutes late. I'm already eleven minutes late.

Agent: Don't worry, Cynthia. I was able to take note of the issue that you had I mean, that happened on the app. That's why you will be late in delivering the order, okay? So please proceed in delivering the order, and if ever you receive a violation or whatnot, indicate there that you have reported and called us regarding this issue, okay?

Cynthia: Okay.

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Hi Kellie, requesting clarification on hold process. If a Tx is placing Cx on hold to connect with MX and there was no response for the first attempt hence Tx went ahead calling again for second time. By the time Second attempt was also failed Tx crossed hold request with Cx for 2 + minutes. Should agent be kept accountable for not refreshing Cx it's taking longer then excepted ? or is it fine if Tx is crossing more then 2 minutes as Tx was trying to connect with Mx/Cx for the resolution.

Sharing sample cases : CMP case ID - e795601b-f273-47d7-be9a-786c123fc65a: TX placed the dasher on hold for a total timeframe of 2 min 9 seconds. However, The teammate was trying to contact merchant (twice) as the call was in ring still . CMP case ID - 6e8d8a6f-44fb-4af6-bd3b-b8a3cea4259d : TX placed the dasher on hold for a total of 2 min 57 seconds. Again the teammate was trying to call MX (Twice) between the placed hold time frame.

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'I haven’t heard from you and I want to ensure that I have resolved your issue. I will reach out to you by phone to see If I can help you on a live call better. In case I miss you, please contact support again. Thank you for being a Doordash Customer'.

Will request if you see the statement highlighted in bold is setting the false expectation with the Cx/Dx/Mx, based on the recent pause in OB guidelines.

Please suggest if the statement can be edited based on the guidance received from DD?

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Clarification regd 2.1 - Unresponsive Guidelines 

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Clarification regd 2.1 - Unresponsive Guidelines 

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Hi Team, Based on the guideline received from Elizabeth Beckett"

We have only pause the Outbound Calls falls under Unresponsive guidelines because of the high concurrency.

Under this the tx continue to follow the unresponsive guidelines (30-30 & 20-30 seconds nudge responses) only we get the exception on OBs calls that we suppose to perform post sending nudge statements.

Please suggest!!

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Clarification if it is falls under "Theft"

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Clarification if it is falls under "Theft"

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Case No - 728088302

Here the Cx informed "Can You ask the dasher from this day if she too my ID by accident"

The above statement mentioned by the Cx shows that they were also unsure if the Dx took their ID.

Will this case falls under "Theft" or can we considered towards "Legal" post police compliant by Cx

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Seeking your acknowledgement for 1.4 & 2.1 parameter MD

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Seeking your acknowledgement for 1.4 & 2.1 parameter MD

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Case No - 728088302

Hi Kellie, This case was discussed with you by our SQM (Tina), in our weekly connect.

seeking you acknowledgement for the 1.4 & 2.1 parameter MD based on the below points.

1.4 - As the Tx failed to provide the resolution towards the Cx and the Cx needs to reached out us back again (repeat chat generated), should stand as 1.4 MD

2.1 - Under "False Promise/Commitment" as the Cx informed "can you have her text me" and against that the Tx confirmed "Sure, I will inform her to text you" which is your false set of expectation and should falls under 2.1

Please suggest!!

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For MX initiated cancellation, ex: cannot fulfill orders, if the TX failed to inform MX: " Since they can't prepare the order, they won't receive any payment."

Will this be a markdown under

2.2 - Failed to follow WFT or

MD under 2.1 - Failed to communicate / educate on resolution?

or MD on both 2.1 and 2.2?

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Case No - 727844431

Chat Summary - Dx reached out to us in VIP queue to complaint about their shopping experience for an Cx order. As the original items are not available they went for the substitution approved by Cx still there "Pro-Shopper rating get impacted" as this is not there fault, as original item was not available in the score.

The tx was not able to understand the Dx concern and they only apologize and talks about the Loyalty Program further they informed they will pass on the feedback to DD as this should not be happened.

Prior Info -Tx failed to run any WFT/KB

Point to be note, before taking the decision -

1. If we check the WFT "Dasher Rewards Program, Ratings, Other Benefits - Rewards", there are steps available which says the Tx can escalate this case to DSD Team - which he failed to do so as a VIP Tx

2. If we refer the KB/WFT it says this program is in trail phase still not live - So, not sure if the tx have received any communication regd the same, which impact the Tx to make decision/choices

Clarity Required -

1. What should we grade for 1.4

2. a) - If the Tx follow the WFT it's asked them to escalate to DSD Team - which cause OOTC

3. a) If we look at the chat the tx didn't took any action towards the Dx concern as they are not able to understand their concern. - It might be lack of awareness, as this program under trail phase

Please confirm if we should mark "No or OOTC - process/steps not found"

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Good day, Just want to clarify. Should we MD the TX (T1) for not following the WFT to leave a case note even though the case will not be escalated? In the rubric, it says case notes are only required for escalation but there are some WFT that instruct the Tx to leave a case notes even for cases that no escalation needed. Please see attached sample WFT:

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I’d like to confirm something regarding CnR abuse cases. If the customer expresses pushback or frustration, can the Tx end the chat or call after acknowledging their concerns and using this messaging:

"I've done everything I can to support you from here. I appreciate your time today."

This is based on the Case Handling: Policies, Guidelines, and Queue Workflows messaging, especially since we’re unable to offer the compensation or resolution the customer is asking for, and the case can’t be escalated as per WFT.

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if upon receiving the case the correct order is already link so Tx still need to do the cmp call out?

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Should we MD if the Tx failed to set proper expectations that the outbound call may take more than 2mins?

Example: Tx said "let me put you on hold for 2mins to call the store", outbound did not take more than 2mins. Shall we MD this since proper expectation wasn't set or shall we consider since it did not take more than 2mins?

It's confusing since in the KB and the email updates about hold policy said it is required to set proper expectations, and then while grading a case, we provide considerations. Thank you!

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Just want to clarify regarding the Hold Policy. As per KB Support Case Handling: Policies, Guidelines, and Queue Workflows, Tx should not put the call on hold to complete actions (ex: refunds / redeliveries). What if the Tx put the call on hold to process refunds /cancellation, but was still able to get back before the 2min mark. will this still be a MD under 2.1, since it is not appropriate to hold? or just Coaching Point provided that the hold is not excessive?

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When confirming if the issue was already resolved, if the Tx ask "Is there anything else?" would it still be a markdown in 2.1? Based of the KB Support Case Handling: Policies, Guidelines, and Queue Workflows: Tx can ask confirmatory question like: “Have we fully resolved this issue for you?” or “Is there anything else I can help clarify or resolve on this issue?”

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For the updated Dasher greeting per Pod should we still base it on the queue the Dx chatted in or on the main queue the Tx is supporting at the time of contact?

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As more transactions transition to CMP, we’re seeing more cases where a link order is already attached to the case, and the TX is unable to remove it to make a proper callout. Would it be acceptable to stop marking these TXs as MD for CMP callouts with a different link order, even if there's no accompanying TX documentation about the situation as doing this in every case takes their time?

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For cases where we need to triage the case, the update is to inform the customer that it may take more than 2 minutes, do we have a specific threshold for cases falling on this scenario?

What we have is the attached screenshot.

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Following the recent update regarding the refund timeframe, it was stated in the latest DDU course that the refund processing period is 3–7 business days. However, we’ve noticed that TXs are still using the default refund timeframe of 5–7 business days. Should this be marked down?

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Following the previous update, where all WFTs (those allowing customers to choose between a refund and credits) were revised, it was required that TXs highlight the refund timeframe and specify that refunds cannot be undone or reversed once selected. However, we’ve recently noticed that this messaging is no longer appearing in the WFTs.

While we will submit feedback to the content team for clarification, we’d like to confirm how to score instances where TMs fail to mention that refunds are irreversible, given that the WFT is still under review.

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​CMP Case ID - 719cec8a-228a-49de-b73a-9af92825dc17

Call Summary - Dx reached out to cancel their order, and issue payment against their order as the Cx was not available at there place.

The Tx Cancel the order and inform the Dx that they received the "Full Payment" (please refer to the above SS).

As it is a Marketplace order the credit was done automatically however it processed Half Pay only.

As the Tx committed the Dx, that they will receive Full Pay and failed to create the rest of half pay manually from their end. Due to Fake commitment/promise the Dx reached out to us back again on the same day which generated a repeat call.

Clarity Required - Please suggest this leads to 1.4 MD because of the fake commitment towards Dx by the Tx as they reached out to us again on the same day (Generates Repeat Call).

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Out of TXs control - Process denies compensation - includes  Drive Order and/or C&R Abused, HTR or False Positive versus Out of TXs control - Resolution provided by other teams e.i Specialized PODS and Local Advocates (N/A HTR, False Positives or C&R Abusers)

Requesting to update the selection as based on the Official Rubric under Out of Tx Control tab, (N/A HTR, False Positives or C&R Abusers) is not part of Resolution provided by other teams e.i Specialized PODS and Local Advocates but instead part of Process not found in KB/WFT or process does not exist.

Also, which one to select for scenarios where TX could not provide compensation and needed to escalate the case to a specialized team for possible issuance of compensation (e.g. HTR)?

1. Process denies compensation - includes C&R Abuser, HTR or False Positive

2. Resolution provided by other Internal teams (Specialized PODS and Local Advocates, Includes Drive/SOF orders that refer to Mx for resolution)

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There was a Slack update RE: Credit & Refund Guidance Reminder for Consumer Teams where TMs were advised to inform Cx before offering compensation that when giving a refund, it will take 5-7 business days to process and once selected can’t be undone or reversed for credits.

Clarifications/Questions:

From the V70 of the emulator, this specific messaging is available in some WFTs and sometimes not available in the WFT when offering compensation, should the TM still inform CX about it even if it is not part of the current WFT (V84)?

Will the timing be a factor in auditing in this sample scenario where the TX was still able to educate the CX about this but after offering compensation and the CX already chose refund? (education of refunds being irreversible once processed came late)

Thanks in advance.

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Hi Team - we need your help on this scenario - Case 724422802

Tx provided resolution but did not receive any response from Cx. Tx was supposed to send a nudge after 30secs of Cx being unresponsive but Cx ended the chat 42 secs after Tx provided the resolution.

Should we still MD Tx for not providing the nudge after 30secs of Cx being unresponsive? or no MD since Cx ended the chat?

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Hi, Team.

I just want to know if it wouldn't warrant a markdown even if the teammate started asking clarifications or probing questions first before empathizing?

Phone transcript:

• CX: well i had already called i called last year and deactivated it but for whatever reason you guys didn't actually deactivate it because we were just billed another year
• TX: alright because as what i have checked it on my end your account you're still active but yes and yes before we proceed in order for me to check the charge what was the last four digits of the card before i they your account
• CX: okay one second here
• TX: alright
• CX: bear with me one moment
• TX: okay
• CX: it was *******************
• TX: thank you and i apologize regarding with an auto discharge account that's why you wanted account but let me help you sir this out and check for the resolution okay please bear with me

# data[].attributes.body
Hello Team,

I just wanted to confirm if we should also acknowledge any EI provided by misrouted Cx such as Mx that was routed to the Cx line.

For case number: 641897213

The Mx said from

hi good afternoon Jonathan calling from Walgreens pharmacy i don't know if i got to the right line but i do have a patient that requested a delivery for their medications to DoorDash and the patient has already came by to pick it up themselves apparently and it's not letting me cancel the order and you keep getting DoorDasher coming up pick up the medication and we're just trying to cancel it and see if you guys can cancel your end

The Tx just said from

oh sure no worries we can definitely help you to check that out on our end let me just go ahead and make sure that we can cancel the order okay

I feel like we should have acknowledge when the Mx said that they were not given an option to cancel the order and Dashers keep getting the medicine though its no longer there.

# data[].attributes.headline
Tx failed to execute on a commitment/promise 

# data[].attributes.subject
Tx failed to execute on a commitment/promise 

# data[].attributes.body
Hi Team.

The teammate said, "Will have this noted."

Are we expecting to see any documentation in the case (possible markdown under 2.1 if there's no documentation) or we can take it as a way of the teammate to acknowledge the customer's feedback?

Cx: thank you ! please make the restaurant aware of possible this is very dangerous to sell expired meat

Tx: Will have this noted. Thank you for using DoorDash. Bye for now!

# data[].attributes.body
When do we markdown the following part of the attribute Did the teammate understand why I, the customer, have reached out?

• Empathy cannot be delivered through a singular statement. Empathy can be demonstrated holistically by your actions that ladder up to the customer’s issue, feeling, and desired outcome.

• Empathy should reflect the situation. If it’s a request that reflects data such as address change, some type of update, that’s empathy through action, it’s technical. If someone phones in showing emotional sides of the concern, emotional empathy can be used.

Normally, we only provide a markdown for missing to provide verbal empathy when needed under Did the teammate recognize and address clear customer emotions while remaining focused on the resolution?

# data[].attributes.headline
Question regarding about in acknowledging excessive emotion throughout the interaction. If Tx was able to properly acknowledge  Cx frustration at the beginning of the chat however Cx emotion was still visible at middle of the chat, do the Tx will be MD if they failed to acknowledge the emotion at the middle of the chat? sample case 631745622 for Beverly

# data[].attributes.subject
Question regarding about in acknowledging excessive emotion throughout the interaction. If Tx was able to properly acknowledge  Cx frustration at the beginning of the chat however Cx emotion was still visible at middle of the chat, do the Tx will be MD if they failed to acknowledge the emotion at the middle of the chat? sample case 631745622 for Beverly

# data[].attributes.body
Hello Team,

May I please confirm if we need to provide an acknowledgment for multiple issues being reported in 1 item? the Cx said from

[Aug. 15, 2024 - 04:58:48 PM PDT] CX Swathi Ganesh: The latte and the iced latte is fine. The honey latte has spilled everywhere and it’s soggy
[Aug. 15, 2024 - 05:00:48 PM PDT] AX Mae Margarette: Thank you for providing those information. I am able to offer $6.27 back. Should we do credits so you can use it immediately and will automatically be applied to your next order or back to your card which will take 3 business days?

# data[].attributes.body
Hello Team,

May we please consider this as a markdown in 1.2 for Discussing irrelevant information?

Case Number: 628925439

The Cx already said in the pre-chat: [Aug. 09, 2024 - 08:39:16 AM PDT] CX Robert Ladnier: Why is the driver coming from new cut road kfc?

After being connected with the Tx, the Cx said

[Aug. 09, 2024 - 08:40:33 AM PDT] CX Robert Ladnier: Why is the driver coming so far away I ripped $4 due to a kfc being a mile from me
[Aug. 09, 2024 - 08:40:47 AM PDT] CX Robert Ladnier: I feel bad for the dasher driving 6 miles from a location further away

The Tx provided a response and said from [Aug. 09, 2024 - 08:42:03 AM PDT] AX Cezly: As per checking here, this store location is at 5462 New Cut Rd, Louisville KY 40214-4253, United States

Providing the store location is no longer relevant to the solution because 1. The Cx is well aware of it as mentioned in the pre-chat and earlier responses and 2. The question of the Cx is why it was placed from a far away.

# data[].attributes.body
Hi Team, may we ask your feedback for case# 625583496

Dx provided a detailed explanation on what happened and explaining that the app is asking him to chat with an agent why the explanation is lengthy. We don't think that there is no emotional indicator but being unbale to complete a delivery and receiving messages to contact support could be frustrating. Is this kind of situation/tone of voice should not be provided an empathy or needs to be considered as "lengthy explanation"?

# data[].attributes.body
Hi team, may we ask for your feedback on this case.

Cx said: Hi thank you. I didn’t get my 12 inch pizza and it said I needed to chat with u

Tx said: I apologize for the inconvenience about your missing 12 inch pizza I know how important to received your complete order. Lets work out the best solution to make this up for you.

Case # 625790907 - is the response provided by Tx an over the top empathy? Cx did not really provide much dissatisfaction and just stated that they did not receive their pizza. A simple apology would work but Tx decided to add "I know how important" with the action statement that prolonged the response.

# data[].attributes.body
Hi Team,

May we please ask for your insights on case 622614104.. The Cx stated all the items he ordered that is why the explanation became lengthy but he was only missing 1 item. We don't think there's an emotional indicator on this call but missing an item could be frustrating. Should we still provide an empathy statement on this scenario or is this an example of a "lengthy explanation" that is just stating their issue and not really dissatisfaction etc?

# data[].attributes.body
Hello Team,

I would just like to confirm if this needs to be acknowledge before the resolution was provided?

[Aug. 01, 2024 - 03:25:53 PM PDT] AX Mary Rose: I know how important is it to receive your food on time and this may not make up for it, but please let me give you DoorDash credits for your time or we can cancel. What do you prefer?
[Aug. 01, 2024 - 03:26:51 PM PDT] AX Mary Rose: Jonathan, are you still connected to this chat?
[Aug. 01, 2024 - 03:26:56 PM PDT] CX Jonathan C: Credits would be fine
[Aug. 01, 2024 - 03:27:33 PM PDT] CX Jonathan C: Yes I am sorry I didn't get notification, and I'm sorry if come across as impatient
[Aug. 01, 2024 - 03:27:44 PM PDT] AX Mary Rose: I processed CA$5.00 for your time. They are available for immediate use.

case number: 626193524

# data[].attributes.body
Hello Team,

May we consider the phrase: it will be cold since there hasn't been a dasher for so long as an emotional indicator on this conversation that will need an acknowledgment? To me I will tagged it as a Yes still because it seems just an additional context to the question which the Tx did a great job answering.

[Aug. 04, 2024 - 01:42:29 AM PDT] AX Elieza: I have issued $10.00 credits to your account.

[Aug. 04, 2024 - 01:43:10 AM PDT] CX Tiffany E: Thank you! Will the restaurant make new food? it will be cold since there hasn't been a dasher for so long

[Aug. 04, 2024 - 01:43:30 AM PDT] AX Elieza: You're welcome. Rest assured the order will be delivered in good condition. Dashers are equipped with thermal bags to ensure food will arrive in correct temperature.

# data[].attributes.body
I want to ask if this statement is acceptable when Cx provided a lengthy explanation of the issue and expressed dissatisfaction.

CX: hi i put up an order like around eight o'clock this morning and the first door that that received my order she picked up the item but she never found the place so the order was reassigned and there have been like several different door dashes that have gone to ten more to try to pick up the order and well there's no order there so i'm assuming that the first bachelor's stay with the item and the well that's where we're at i never received my stuff because they keep going up to the store and there's no items there because the like i said the first door that's kept the things .

Tx:Umh i'm sorry to hear that yeah so what will be your address do you want to cancel the order"

# data[].attributes.body
Hi Team, would the 3-7 business days be a mark down in 2.1 if the order is less than 3 hours?

The statement is ''We can process $6.00 for this as DoorDash credits or refund back to your original payment method. Credits can be used directly on your next order while refund takes 3-7 business days, so may I know which would you prefer?''

# data[].attributes.headline
1.2 Clarification - Previous and Current Chat

# data[].attributes.subject
1.2 Clarification - Previous and Current Chat

# data[].attributes.body
Hi Team. The customer has sentiments and the previous representative acknowledged it. Does the current teammate still need to empathize once the case has been transferred?

Sample case #: 626010590.

• CX: I would like to know why is ny account locked or disabled once again I created a new account because of my last account same thing what is going on I’ve tried to fix the last one it didn’t work

• Previous teammate: I'm sorry to hear your account was locked or disabled once again.

Previous teammate: Can you please confirm the email address and phone number associated with your DoorDash account?

• CX: Why is this starting to happen am I not allowed to use door dash is my address blocked am I blocked what is the problem

(Chat Transferred)

• Current Teammate: Hi. Let me check the account real quick.

• Cx: Ok

# data[].attributes.body
In a situation when there is no specific time of wait provided ex. "i'm a dasher i have an order for wendy T. i'm here at donatos now. I did what they told me to do to call her because they don't have all of the stuff on the order so I just reached out to her directly to let her know and she said that that she had a double order and she asked that this order to be canceled because they don't have the items and she doesn't have a way of cancel it out but it keeps getting re reassigned. So i'm still here because it still won't let me cancel in app. So i'm calling you guys now and i just told the store that DoorDash probably will be calling them to confirm or the customer that you'll be calling to confirm that order supposed to canceled". In this kind of situation is it enough to acknowledge using "I understand/let's go ahead and take care of this for you?

# data[].attributes.body
Hello! Just wanted to clarify if we would still score 1.4 as OOTC if the empathy provided by the Tx caused a negative sentiment from the DX?

Sample Case: 625728985

[Jul. 31, 2024 - 11:11:54 AM PDT] DX Sujata: sorry for that
[Jul. 31, 2024 - 11:12:11 AM PDT] AX Mary Fatima Grace: I understand where you're coming from.
[Jul. 31, 2024 - 11:12:32 AM PDT] DX Sujata: sorry
[Jul. 31, 2024 - 11:12:33 AM PDT] AX Mary Fatima Grace: Order has been cancelled, you will receive half pay. Kindly safely dispose the item. Thanks!
[Jul. 31, 2024 - 11:13:16 AM PDT] DX Sujata: where are you coming from mean
[Jul. 31, 2024 - 11:13:29 AM PDT] DX Sujata: why asking that question
[Jul. 31, 2024 - 11:13:52 AM PDT] AX Mary Fatima Grace: I meant that I totally understand your situation.

Thank you!

# data[].attributes.body
Hello Team,

May I please confirm if the acknowledgment/empathy [Jul. 30, 2024 - 10:11:35 AM PDT] AX Sherlyn: I understand how important it is to get your order in time. would be an acceptable for the Cx sentiment [Jul. 30, 2024 - 10:11:29 AM PDT] CX Jascha Van Burkleo: My dasher seems to have more than one stop before me. My order is from a fast food restaurant and I’m worried about the quality by the time they get here.

And also if we need to acknowledge the sentiment- [Jul. 30, 2024 - 10:11:59 AM PDT] CX Jascha Van Burkleo: But that lowers the quality of my order? The Tx only educated the Cx on how the Dx stores hot food in insulated bags.

The case number is 625370381.

# data[].attributes.body
Hi Team. Here's the relevant case # 619346980.

It was mentioned that, "I understand." is not equivalent to an emotional/verbal empathy statement. QA initially provided a markdown because the customer said she locked her CashApp card that's why she doesn't know how the charge came out (TS: 00:26).

QA's recommended response was, "I'm sorry to hear you got charged $96.00 even if your CashApp card was locked. Let me help you."

The teammate's verbatim was, "I totally understand about that but in order for you for me to check the DashPass of the ninety six dollars that was charged, can I have the last four digits of the card where it was charged?" (TS: 00:33).

# data[].attributes.body
Hello Team,

May I please confirm if it would still be good or now a markdown in 1.2 or 2 if the Tx added an emotion to their acknowledgment or empathy though the Cx is not displaying any negative emotion such as being upset or frustrated? For example:

[Jul. 28, 2024 - 11:23:02 AM PDT] CX Jacob: The styrofoam container is completely melted and contaminating the food. The food is unsafe to eat. I would like a refund for this entreee.

[Jul. 28, 2024 - 11:23:52 AM PDT] AX Diane: I'm sorry to hear that this happened to your order. I would be upset as well if it is happens to me. Let me sort it out.

# data[].attributes.body
Hello Team,

May I please confirm if this will pass as a form of acknowledgment/ empathy with coaching opportunity or a hard markdown?

The Cx said in the evidence section: “THERES PLASTIC IN MY FOOD”

The Tx replied and said from: Now that I am aware of your food quality issue, I will definitely do my best to fix it for you.

Case Number: 624389164

# data[].attributes.body
Case 622811960 -

It was mentioned before that "I understand" is not equivalent to an emotional empathy. What if it is followed by the specific issue? Is this still a MD in 1.2? The Dx reported that the order had been picked up by another Dx. Tx's verbatim "I understand your concern that the order is already been pick up by another dash let me go ahead and check what we can do about this order"

# data[].attributes.body
Hello Team,

Seeking assistance to confirm if this is a valid markdown due to the Tx missing the mark when the Cx said from

[Jul. 16, 2024 - 10:30:42 AM PDT] CX Rebecca Brandt: Requested no grains on salad they put them on unable to eat due to allergy.

The emotional indicator or underlying tone is when the Cx is being dissatisfied that the request was not followed & now she is unable to eat the salad. The Tx should acknowledge it. However, The Tx just said from

[Jul. 16, 2024 - 10:31:15 AM PDT] AX Lie Ann: Please give me a minute or two while I see what I can do here

[Jul. 16, 2024 - 10:31:20 AM PDT] AX Lie Ann: Are you able to send a photo of the order you received?

# data[].attributes.body
Hello Team,

May I please confirm if we need to also acknowledge, options that were not provided by either the app or web based on the Cx? For example:

[Jul. 14, 2024 - 04:24:04 PM PDT] CX Jasmine Marchese: It said I was offered a refund for it but I didn’t see that, it just took me directly to speaking to an agent

[Jul. 14, 2024 - 04:24:19 PM PDT] AX Jasmine: We are able to offer redelivery, if you'd like a refund instead, we can process $4.19 in DoorDash credits that is available immediately and will automatically apply to your next order or a refund to your payment method which will take a few business days.

# data[].attributes.body
Hello Team,

May I please confirm if this is an acceptable acknowledgment? or should this be a markdown in 1.2 or 2?

[Jul. 14, 2024 - 03:16:28 PM PDT] CX Ashley Cohen: no, but if an order is already talking longer than the estimate, sending them in the opposite direction is a bad idea
[Jul. 14, 2024 - 03:16:43 PM PDT] CX Ashley Cohen: i should really be compensated in some way
[Jul. 14, 2024 - 03:17:20 PM PDT] AX Mark Daryl: That is noted, we constantly review customers feedback to further improved our service.

# data[].attributes.body
Hello Team,

May I please confirm if we can accept the statement: [Jul. 17, 2024 - 12:30:44 AM PDT] AX Shailyn: That is definitely not the experience we want for you. as an acknowledgment statement with coaching?

[Jul. 17, 2024 - 12:30:22 AM PDT] CX Gabe S: I ordered chicken nuggets from McDonald’s and they’re practically raw
[Jul. 17, 2024 - 12:30:44 AM PDT] AX Shailyn: That is definitely not the experience we want for you.

And if we also need to acknowledge: [Jul. 17, 2024 - 12:32:47 AM PDT] CX Gabe S: Of course and thank you for your support and patience. I don’t like to complain but I can’t eat these

case number: 620862871

# data[].attributes.body
Hello Team,

May i please confirm if this a valid markdown for 1.2 or 2 because the Tx just said [Jul. 13, 2024 - 05:41:12 PM PDT] AX Ryan Christopher: I understand. though the Cx was providing plenty of details of about the problem which also involves safety concern.

The case number is 619673520

# data[].attributes.body
Hi Team,

I would just like to confirm for scenarios where the Cx said no need to apologize, can the Tx just proceed with the resolution? Like for the example below?

[Jul. 12, 2024 - 08:16:55 PM PDT] CX Jen Mok: But my husband was not going to take the chance and continue eating his burrito either
[Jul. 12, 2024 - 08:17:06 PM PDT] CX Jen Mok: So unappetizing
[Jul. 12, 2024 - 08:18:07 PM PDT] CX Jen Mok: And it’s not your fault! No need to apologize, I’m just slightly freaking out
[Jul. 12, 2024 - 08:18:23 PM PDT] AX Rufa Mae: We can only issue a refund for the affected item, Jen.

# data[].attributes.body
Hello Team,

I just wanted to confirm, do we need to provide an acknowledgment for this issue? To my understanding there's no emotional indicator present.

[Jul. 10, 2024 - 11:21:13 AM PDT] CX Deseray Engels: I have been getting charged on my bank account through door dash with different totals than what app charged me Im being over charged
[Jul. 10, 2024 - 11:21:20 AM PDT] Bot Support Bot: I'm sorry to hear about the overcharge issue. I can connect you to a live agent who can assist you with resolving this concern. Would you like me to do that?
[Jul. 10, 2024 - 11:22:23 AM PDT] CX Deseray Engels: Yes
[Jul. 10, 2024 - 11:22:26 AM PDT] Bot Support Bot: Got it, let me escalate this to a live agent. This should just take a minute while I share the details of your issue.
[Jul. 10, 2024 - 11:22:26 AM PDT] (Cx Escalation Request) ----Connecting you with an agent...----
[Jul. 10, 2024 - 11:22:59 AM PDT] (Ax Joined) ----You are now connected to our support agent Mikee----
[Jul. 10, 2024 - 11:23:18 AM PDT] AX Mikee: Hi Deseray, let me sort this out for you.
[Jul. 10, 2024 - 11:23:33 AM PDT] AX Mikee: Can you please send the screenshot of the charge?
[Jul. 10, 2024 - 11:23:49 AM PDT] CX Deseray Engels: Im on the phone with my bank currently you guys charged $33.38 on July 9th than again today removed $25
[Jul. 10, 2024 - 11:23:56 AM PDT] CX Deseray Engels: Yes I’ll send screenshot
[Jul. 10, 2024 - 11:24:59 AM PDT] AX Mikee: Thanks Deseray, and also can you please confirm your email address and the last 4 digits of the card that was charge?

# data[].attributes.body
Hello Team,

I would just like to confirm if we need to acknowledge the details on the pre-chat when the Cx said [Jul. 12, 2024 - 07:53:33 PM PDT] CX Zakiyyah S: it's not giving me that option. I feel like the response of the Tx [Jul. 12, 2024 - 07:56:22 PM PDT] AX Rafoncel: I can see that a Dasher is assigned to your order, since that's the case, you will now have the option to chat them in the app. is not appropriate & should have been acknowledge by the Tx. I feel like this should be a markdown.

The case number: 619317086

# data[].attributes.body
Hi Team, Just wanted to confirm if this statement of Tx is acceptable in 1.2 or 2 as an empathy with Coaching?

Cx: It’s a pepperoni pizza and I can’t eat that cuz of my religion

Tx: This is not what we want for our DoorDash customers.

I feel like there's an attempt from the Tx to connect but lacking with an action statement.

# data[].attributes.body
Case 617456089

The Dx could not find the Cx.

Tx failed to show understanding of the issue because her probing question was irrelevant to the Dx's concern.

Tx asked " You mentioned that the order is not with the merchant system is that what you mean?"

After the Dx repeated the concern, Tx was able to acknowledge by saying "i'm sorry to hear that you weren't able to get in touch with the customer". Will it still be a MD in 1.2 for asking an irrelevant question at first or should it only be in 1.1? Will this also be a MD in 1.4 since we caused the Dx to repeat the issue all over again?

# data[].attributes.body
Hello Team,

Would this be a markdown for missing to acknowledge the positive indicator?

[Jul. 08, 2024 - 06:04:15 PM PDT] CX Joshua D: i appreciate you Ma. Donita
[Jul. 08, 2024 - 06:05:46 PM PDT] AX Ma. Donita: To make up for the missing credit, I added $5.00 credits back to your account, available for immediate use and will apply automatically on the next order.
[Jul. 08, 2024 - 06:07:04 PM PDT] AX Ma. Donita: Have I resolved your order concerns?
[Jul. 08, 2024 - 06:07:19 PM PDT] CX Joshua D: yes i love you
[Jul. 08, 2024 - 06:07:29 PM PDT] (End of Ax Transcript) ----Joshua D has left the chat.----

# data[].attributes.body
Hi Team just wanted some clarification for situation where in the Dx stated "I received the email that was saying that door does may take and first action because of an old shoe oil charge that i called when i was a paying when that was seventeen i'm married and i'm forty one years old now so you're telling me that you're gonna stop me from doing that from something from when i was seventeen" is it enough for 1.2 to acknowledge the situation by providing this kind of statements or clarification why a re run of BGC happened "okay let me double check that for you just give me a second, okay actually the attachment mandated to read return the background checking on every batch that we have that's why you're experiencing a red rerun of background checking or checking on them your information" ?

# data[].attributes.body
Hi Team just wanted some clarification if in 1.2 when the Dx sounded confuse but their line is not clear when they are reporting that they can't mark the order as delivered and Tx understand the main issue is it enough for Tx to provide the next step of action they will take to resolve the concern?

# data[].attributes.body
Hello Team,

Just wanted a clarification

If the initial Tx has already acknowledged the emotions of the Cx, and the chat gets disconnected as Cx was unresponsive in the middle of the interaction and later reconnected with a different Tx, does the new Tx need to acknowledge the emotions again?

# data[].attributes.body
Hello Team,

I would just like to confirm if this needs an acknowledgment? I feel like there is no need for it since the Cx just reexplain the reason why he doesn't want the pause the membership & Tx was able to provide an acknowledgment on the first part of the interaction.

Case Number: 615964102

[Jul. 03, 2024 - 03:55:46 PM PDT] CX Maximo: No please I want a refund I did canceled more than a week ago and I have been charged today
[Jul. 03, 2024 - 03:56:13 PM PDT] AX Dorcas Kaye: DashPass subscription has been successfully cancelled. You will no longer be able to use the DashPass benefits starting today.

# data[].attributes.body
Hello Team,

I just wanted to confirm if this needs an acknowledgment? I feel like it should since the Cx said the location was not changed successfully?

[Jul. 03, 2024 - 10:05:02 PM PDT] (Ax Joined) ----You are now connected to our support agent Grace----
[Jul. 03, 2024 - 10:06:01 PM PDT] CX Kim W: Address should’ve been 105 s 16th
[Jul. 03, 2024 - 10:06:16 PM PDT] AX Grace: Hi Kim, thank you for being one of DoorDash's most loyal customers!
[Jul. 03, 2024 - 10:06:18 PM PDT] AX Grace: Let me sort this out.
[Jul. 03, 2024 - 10:06:31 PM PDT] CX Kim W: I thought it picked up my location but I guess not
[Jul. 03, 2024 - 10:06:55 PM PDT] CX Kim W: I tried to contact my dasher as well
[Jul. 03, 2024 - 10:07:07 PM PDT] AX Grace: What is the complete address?

# data[].attributes.body
I would just like to confirm if the timestamp [Jul. 02, 2024 - 07:04:56 PM PDT] needs to also be acknowledge or it's no longer needed since teammate already provided an acknowledgment prior to it which is also the same issue reported in the description on the evidence part in THQ.

Evidence:

Description - “Received no brisket and just 4 small meatballs. The bubble teas were not made correctly and seem a bit old like they were already prepackaged. This is really frustrating bc this is the second time I’ve had to order my dinner”

[Jul. 02, 2024 - 07:04:30 PM PDT] AX Jan Marini: I really do apologize that your order is not prepared correctly. Let's sort this out.
[Jul. 02, 2024 - 07:04:35 PM PDT] CX Emily K: Thank u
[Jul. 02, 2024 - 07:04:54 PM PDT] AX Jan Marini: No worries. Allow me a minute or two to go over your order.
[Jul. 02, 2024 - 07:04:56 PM PDT] CX Emily K: Received no brisket and just 4 small meatballs. The bubble teas were not made correctly and seem a bit old like they were already prepackaged. This is really frustrating bc this is the second time I’ve had to order my dinner
[Jul. 02, 2024 - 07:05:03 PM PDT] CX Emily K: Ok great
[Jul. 02, 2024 - 07:05:06 PM PDT] CX Emily K: Thank u
[Jul. 02, 2024 - 07:06:01 PM PDT] AX Jan Marini: Appreciate your patience.
[Jul. 02, 2024 - 07:06:17 PM PDT] AX Jan Marini: Please share a picture of the x2 Milk teas you received.

# data[].attributes.body
Hello Team,

I would just like to confirm if we would consider this an over the top empathy? The acknowledgment provided from Jun. 29, 2024 - 02:39:43 PM PDT] AX Nina Arvel: Sorry to know that you had issue with your order, Let me help you with this was intended for the details in evidence in THQ which the Cx said “There was the hair inside the Big Mac burger” The Cx provided details again and said from [Jun. 29, 2024 - 02:40:03 PM PDT] CX Ankita S: Hey I just order food from McDonald and when I was eating I got hair in my food it went inside my mouth which the Tx responded by saying [Jun. 29, 2024 - 02:40:37 PM PDT] AX Nina Arvel: Sorry about it, Let me help you.

Case Number: 614426025

# data[].attributes.body
Hello Team,

I just wanted to confirm if this is a markdown for failing to acknowledge the positive indicator [Jul. 03, 2024 - 02:26:07 PM PDT] CX Myra: this is great. Thank you? or if this would still be good since the Tx did say from [Jul. 03, 2024 - 02:26:31 PM PDT] AX Marilaine: It was my pleasure to assist you today.

[Jul. 03, 2024 - 02:25:09 PM PDT] AX Marilaine: also I would like to offer you an exclusive $10 credit to recognize you as one of our most loyal and valued customers. I'll get that processed on your DoorDash account now!
[Jul. 03, 2024 - 02:25:55 PM PDT] AX Marilaine: are we still connected?
[Jul. 03, 2024 - 02:26:01 PM PDT] CX Myra: yes.
[Jul. 03, 2024 - 02:26:07 PM PDT] CX Myra: this is great. Thank you
[Jul. 03, 2024 - 02:26:15 PM PDT] AX Marilaine: We have processed a $10.85 refund of credits back to the account and will automatically apply to your next order
[Jul. 03, 2024 - 02:26:22 PM PDT] CX Myra: Thank you
[Jul. 03, 2024 - 02:26:31 PM PDT] AX Marilaine: It was my pleasure to assist you today and thanks again for being one of our most loyal DoorDash customers.
[Jul. 03, 2024 - 02:26:41 PM PDT] CX Myra: you have a good night
[Jul. 03, 2024 - 02:26:51 PM PDT] AX Marilaine: You too, Bye!
[Jul. 03, 2024 - 02:26:56 PM PDT] CX Myra: bye
[Jul. 03, 2024 - 02:27:01 PM PDT] (End of Ax Transcript) ----Chat ended----

# data[].attributes.body
Hello Team,

I would just like to confirm if this is considered as an over the top acknowledgment or empathy

[Jul. 02, 2024 - 02:38:20 PM PDT] CX Alexandra Benedetto: There was a spider in my salad.

[Jul. 02, 2024 - 02:38:54 PM PDT] AX Jade: That sounds terrible that your food has spider in it. I apologize on behalf of DoorDash for the poor experience with this restaurant. We will share this information with our partners so they can improve their service. Let’s go ahead and get this fixed for you right away!

# data[].attributes.body
Hello Team,

I just wanted to confirm will the highlighted phrase require an acknowledgment? I'm viewing it as just a follow up question with no sentiment involve.

[Jun. 30, 2024 - 04:41:30 AM PDT] CX jenny houser: credits, is it possible for me to switch which mcdonald’s my order is going to? i never want to order from that one again
[Jun. 30, 2024 - 04:42:04 AM PDT] AX Angelica: I processed a total of $24.32 credits. It is available for immediate use and will apply to your next order.
[Jun. 30, 2024 - 04:43:08 AM PDT] AX Angelica: You may search for other location however, if this is the nearest, your order may get placed to the same location.
[Jun. 30, 2024 - 04:43:15 AM PDT] AX Angelica: You may also submit your feedback to the store using Order tab on your Doordash App.
[Jun. 30, 2024 - 04:43:33 AM PDT] CX jenny houser: thank you so much for your help

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Hello Team,

I just wanted to confirm if this will be a markdown or a coaching opportunity for using the same empathy or acknowledgment statement which is I'm sorry for what happened.

[Jun. 30, 2024 - 02:44:49 AM PDT] (Ax Joined) ----You are now connected to our support agent Maria Loren Anne----
[Jun. 30, 2024 - 02:45:31 AM PDT] CX Hayden Albrecht: Just want refund for drink
[Jun. 30, 2024 - 02:46:18 AM PDT] AX Maria Loren Anne: ﻿Thank you for reaching out to DoorDash and being one of our most loyal customers. Let's sort this out!
[Jun. 30, 2024 - 02:47:00 AM PDT] AX Maria Loren Anne: I'm sorry for what happened, Can you clarify your issue?
[Jun. 30, 2024 - 02:47:13 AM PDT] AX Maria Loren Anne: Are we still connected to chat?
[Jun. 30, 2024 - 02:47:17 AM PDT] CX Hayden Albrecht: The drink did not arrive
[Jun. 30, 2024 - 02:47:41 AM PDT] AX Maria Loren Anne: I'm sorry for what happened, Let me work on it.

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Do we have to show sentiments again towards the Dx if the Tx is the last touch of the interaction. Case number 614627754