Customer Service Rubric: Fill & Download for Free

The vague-but-most-accurate answer is: it depends. It depends on the merchant, the circumstances, and the customer.Third-party transactions are covered by Amazon's A-to-Z Guarantee. I'm on a mobile device so forgive the lack of formatting, but you can read about it here: http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=200783670. Basically, Amazon will compensate you for items that go lost or missing or deliver late, but the exact amount of compensation will vary depending on the situation and there isn't a set rubric for it.You are more likely to get great compensation if:1) You've made a good faith effort to communicate directly with the seller. This is to minimize Amazon's loss but also because it just makes sense: the seller is the one that could fix the problem for you instead of just compensating you. Amazon is willing to be the middleman but would prefer not to be.2) You paid for some kind of guaranteed shipping method, or have a promised delivery date in writing from the seller.3) You do not have a history of complaints or problems with sellers. It's not that Amazon won't compensate you if you have a history, it's that a history of complaints and problems can be a flag for possible fraudulent or predatory behavior, and may impact how quickly your problem is resolved. A 10-year customer with 30 orders a year and no prior customer complaints is more likely to get quick, holistic resolution than a new customer with 10 total orders who filed a complaint about 5 of them.As for what, specifically, you get compensated for, I don't know how customer service decides what incentives to give so I don't want to lead you astray, but I think I'm safe saying:- At a minimum, a shipping refund.- Given the holiday timeframe, they might free overnight you a replacement from Amazon.com assuming Amazon carries the same item.- You might get a small account credit as an apology.- You might get a free month of Prime.It's tough to say exactly. That said, it will help if you approach the interaction with customer service in good faith, as the agents do have some leeway and being personable therefore can matter. Your faith will be well-placed because, for better or worse, Amazon is 100% behind the customer before they are behind any third-party merchants.

Oh sure…I currently work for Kroger Supermarkets. (NYSE: KR). Kroger implemented face mask policy which is full of loopholes.For example:There is no one dispatched to keep the anti-face mask contingent outside of the store.Their announcement says that it’s mandated but that anyone with a medical condition that precludes facial covering should consider picking up their groceries. Anyone can use that as loophole.And this is where I come in. Customers without face masks are to be addressed by The Manager. Our managers can’t be relied upon to respond to anything. Calling a manager may get you a store supervisor, but most of the time the managers are busy or gone for the day. Saying something has to be handled by the manager in our store means you’ll probably have to handle it yourself or sweep it under the rug, You might as well pray to a fire hydrant.So these two anti facemask creeps walked in and as always I offered them facemasks. They wrapped them around their wrists very dramatically and continue through store.Covid Rage Stage One:Me: Can you please wear the facemask?”Female Creep: Can you stop following us.So I called in vain for the manager twice. Predictably, the manager didn’t show up.Covid Rage Stage Two:As the creeps are leaving, I flipped them off and then they turned and got pissed at me.They finally got a manager to come over and make me look bad enough to satisfy the hideous rubric of modern customer service resolution (In short: You want my money, I want your pain). At no time did the manager mention the importance of facemasks, so in this case the terrorists win.Covid Rage Stage Three:The male creep called me an idiot and said that facemasks don’t work.I called him an idiot back and told him that they do.Meanwhile the female creep pulled out her phone and started recording my explanation of what happened and while not as lengthy or snarky as this, any right thinking person viewing it should see that the person holding the phone is bad.Covid Rage Stage Four:The manager told me my behavior was offensive and “could affect negatively on Kroger”. Like having an outbreak of Covid-19 and having to shut the place down while guys in the latest Hazmat togs come in and sanitize everything would not have a negative impact, right?.Staff started whispering that I’m fired. I got no hours on the following schedule until I got the union guy to straighten things out.So now I’m back on the schedule. We still get some people who don’t wear the masks. I still offer and if they refuse I just let it go. Instead I’m focused on finding another job. Sure, Kroger gave us a $2 hr. hero bonus for a handful of paychecks and then took it back, but $10.25 per hour is not a sufficient reason to risk my life helping mean and stupid people who may be just one viral load away from being murderers.Covid Rage Stage Five:I looked back on the situation and realized that flipping somebody off isn’t gonna change anything. I believe I can do better so I’ve begun work on a web page to help people understand why facemasks should be used and help people understand both the seriousness of Covid-19, how the current climate of ignorance has worsened the pandemic and how looking out for one another is the right thing to do. Not death counts or updates on how Trump is an idiot, but basic facts that anyone should be able to digest. I also look to mobilize ‘essential workers’ to protect themselves from dangerous work environments and mobilize concerned customers to demand that the places they shop maintain a facemask-compliant environment. Wish me luck on that.

Don’t know your rubric. Let’s go with 1–10 with 10 being best.I’ll go with -5 - yep minus five. Sux, so far.