100xApprentice
← Sara
Recording · Observed

Gold customer damaged-item complaint handling

Sara · 5 Oct, 09:20 · 5:34 long · 48 stepsObserved: recorded quietly in the background, with consent.

Used inGold customer damaged-item complaint handling

What happened, in order

Highlighted moment at 0:22
  1. 0:02
    Opened Gold priority – Views – Oasis Home Support
    oasishome.zendesk.com
  2. 0:05
    Clicked #48477 Wrong colour curtains delivered – second time
    oasishome.zendesk.com
  3. 0:10
    Opened Wrong colour curtains delivered – second time – Ticket #48477 – Oasis Home Support
    oasishome.zendesk.com
  4. 0:14
    Clicked Requester details
    oasishome.zendesk.com
  5. 0:16
    Clicked Khalid M.
    oasishome.zendesk.com
  6. 0:22
    Opened Khalid M. – Customer – Oasis Home Admin
    admin.oasishome.ae
  7. 0:24
    Clicked Loyalty
    admin.oasishome.ae
  8. 0:27
    Clicked Preferred language
    admin.oasishome.ae
  9. 0:28
    Clicked Orders
    admin.oasishome.ae
  10. 0:32
    Clicked Call customer
    admin.oasishome.ae
  11. 0:36
    Typed Phone number → [phone]
    admin.oasishome.ae
  12. 0:38
    Clicked Start call
    admin.oasishome.ae
  13. 2:29
    Clicked End call
    admin.oasishome.ae
  14. 2:33
    Chose Call outcome → Resolved on call
    admin.oasishome.ae
  15. 2:39
    Typed Call notes → Arabic. Apologised for 2nd wrong delivery. Correct curtains + free installation Saturday. Called 40 min after ticket.
    admin.oasishome.ae
  16. 2:42
    Opened Orders – Oasis Home Admin
    admin.oasishome.ae
  17. 2:50
    Typed Search orders → OH-104430
    admin.oasishome.ae
  18. 2:53
    Clicked OH-104430
    admin.oasishome.ae
  19. 2:58
    Opened Order OH-104430 – Oasis Home Admin
    admin.oasishome.ae
  20. 3:01
    Clicked Create replacement order
    admin.oasishome.ae
  21. 3:05
    Opened Replacement order – Oasis Home Admin
    admin.oasishome.ae
  22. 3:08
    Chose Item → Linen curtains – Sand – 2 panels
    admin.oasishome.ae
  23. 3:10
    Clicked Free installation
    admin.oasishome.ae
  24. 3:12
    Chose Delivery slot → Sat 09:00–13:00
    admin.oasishome.ae
  25. 3:15
    Submitted Create replacement
    admin.oasishome.ae
  26. 3:18
    Opened Order OH-105201 – Oasis Home Admin
    admin.oasishome.ae
  27. 3:22
    Opened Wrong colour curtains delivered – second time – Ticket #48477 – Oasis Home Support
    oasishome.zendesk.com
  28. 3:26
    Clicked Internal note
    oasishome.zendesk.com
  29. 3:31
    Typed Internal note → Gold + Arabic: called first (40 min). Replacement OH-105201 + free install. Email confirmation only after call.
    oasishome.zendesk.com
  30. 3:35
    Clicked Public reply
    oasishome.zendesk.com
  31. 3:44
    Typed Reply body → أستاذ خالد، كما اتفقنا هاتفياً، ستصلك الستائر الصحيحة يوم السبت مع تركيب مجاني. نعتذر مرة أخرى.
    oasishome.zendesk.com
  32. 3:47
    Chose Ticket status → Solved
    oasishome.zendesk.com
  33. 3:53
    Submitted Submit as Solved
    oasishome.zendesk.com
  34. 3:57
    Opened Gold – chair arrived scratched – Ticket #48479 – Oasis Home Support
    oasishome.zendesk.com
  35. 3:59
    Clicked Requester details
    oasishome.zendesk.com
  36. 4:03
    Clicked Emma W.
    oasishome.zendesk.com
  37. 4:08
    Opened Emma W. – Customer – Oasis Home Admin
    admin.oasishome.ae
  38. 4:10
    Clicked Loyalty
    admin.oasishome.ae
  39. 4:15
    Clicked Preferred language
    admin.oasishome.ae
  40. 4:20
    Opened Gold – chair arrived scratched – Ticket #48479 – Oasis Home Support
    oasishome.zendesk.com
  41. 4:24
    Clicked Call customer
    oasishome.zendesk.com
  42. 4:26
    Clicked Start call
    oasishome.zendesk.com
  43. 5:14
    Clicked End call
    oasishome.zendesk.com
  44. 5:15
    Chose Call outcome → No answer – voicemail
    oasishome.zendesk.com
  45. 5:19
    Clicked Public reply
    oasishome.zendesk.com
  46. 5:28
    Typed Reply body → Hi Emma, I just tried to call you about your chair. I've booked a replacement for Monday – reply here or call me back if that doesn't suit.
    oasishome.zendesk.com
  47. 5:31
    Chose Ticket status → Pending
    oasishome.zendesk.com
  48. 5:34
    Submitted Submit as Pending
    oasishome.zendesk.com