WORKSHOP SCHEDULE

Day 1
08:00-
House Rules / Ice Breaking Session
08:30
08:30-
Tell & Talk
09:00
09:00-
Spot The Difference
09:15
09:15-
Analysing Chat
10:00
10:00-
Break
10:15
10:15-
Show Rather than Tell
10:45
10:45-
It’s How You Say It
12:00
12:00-
Lunch
13:00
13:00-
S vs L
14:00
14:00-
See The Best in Me & You
14:15
14:15-
Presentation
15:15
15:15-
Break
15:30
15:30-
No 'no's' Allowed
16:45
16:45-
Recap
17:00
Day 2
08:00-
Drawing (Game)
08:30
08:30-
Call Your Competitor
09:30
09:30-
Pass The Candy (Game)
10:00
10:00-
Break
10:15
10:15-
Reflective Reading
11:30
11:30-
Lunch
13:00
13:00-
Find the Impostor (Game)
13:15
13:15-
Find a Way To Say It
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ICE BREAKING SESSION

Name:

Name:

Name:

Name:

Name:

Name:
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 TELL AND TALK

Understan
d
Situation
Action

Understan
d
Situation
Action

Understan
d
Situation
Action

Understan
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Situation
Action

ANALYSING CHATS

Chat Transcript 1

CS Agent: Hello There! Welcome to Shopee Malaysia and my name is Tharsini and
I will be handling over your inquiry today. Before we start, would you mind to share
your active email address and your full name in case the chat has been disconnected
due to unforeseen circumstances.

Customer: Hai

CS Agent: Apa boleh saya bantu cik ?

Customer: Bkenaan oder sy. 2 oder sy prob, Still xdak progress

CS Agent: Saya minta maaf atas kelewatan parcel cik, tetapi saya akan cuba sedaya upaya untuk
membantu cik.

Customer: Ok

CS Agent: Boleh saya tahu ini order id cik 2210100WG5JPGV ?

Customer: Ye, Shoppe xpress still xupdte any progress

CS Agent: Baik cik. Tunggu 2-3 minit untuk buat semakan segera ye

Customer: Sure
CS Agent: Terima kasih kerana tunggu di talian ye. Selepas semakan, order ini berada di parcel sampai di DP dan
sedang diatur., ia sebenarnya masih dalam tempoh jangkaan penghantaran dan dianggarkan tiba
selewatnya pada EDD 14.10.2022. Namun jangan khuatir, kerana jika masih belum terima pada tarikh itu,
Shopee akan mohon untuk mempercepatkan penghantaran parcel ini kepada anda ya :)

Customer: Blh u buat report utk i? Knapa lma sgt di DP 2 ye?

CS Agent: Kami dan pihak kurier akan mempercepatkan penghantaran ini untuk cikya. Jangan bimbang kerana kami
akan selalu cuba yang terbaik untuk membantu menyelesaikan isu yang dihadapi oleh semua pengguna
kami :) Harap ini menjelaskan. Saya harap kami telah menjawab soalan cik; adakah terdapat
sebarang bantuan lanjut yang cik perlukan?

Customer: Sy nk tnya oder lg 1. Oder ni 2210100WG5JPGV

CS Agent: Selepas semakan, order ini berada di parcel sampai di DP dan sedang diatur., ia sebenarnya masih dalam
tempoh jangkaan penghantaran dan dianggarkan tiba selewatnya pada EDD 14.10.2022. Namun jangan
khuatir, kerana jika masih belum terima pada tarikh itu, Shopee akan mohon untuk mempercepatkan
penghantaran parcel ini kepada anda ya :)

Customer: Xdak ayt lain ka? Alasan lain. Cs paling teruk, Sblom.ni ok mnjwb soalan. Wait utk rating ye

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IT’S HOW YOU SAY IT

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S VS L

Comparative S L
Aspects

Payment
method

App
Interface /
Ease of
Navigation
Customer
Service

Return
Refund
Process

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NO NO’S ALLOWED
I don’t know/ I am not sure

We do not have that feature

I don’t understand

Unfortunately, you will not be able to

I cannot find your information

Do not hesitate to

There is nothing we can do

No one has faced this issue

We cannot disclose this information

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DRAWING TIME
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FIND A WAY TO SAY IT

Situation: You’re a front desk of a hotel with no pets policy.

Customer: I am already here, I am tired, I have a very important event tomorrow. You
can’t deny me my room! I paid for it. So, I can use it however I want. No one told me
cats are not allowed. Can’t you just give me exception and just allow us to check in
now? It’s just a cat. It won’t be that much of a hassle to allow ONE cat is it?
Situation: You’re a Shopee customer service specialist

Customer: But the account owner has been fired and this is very important! Please, we
need this right now! The sale is around the corner. We will lose a lot of money if we
don’t join this sale. Every time we have been loyal to Shopee and open our shop here. It
just so happens the account manager has quit. If not, we would have made sure to join
the campaign. Please give back the account to us. The account is our official account and
linked to our social media. Please change the ownership now. What documents you
need?

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Friend to Friend: I’m really bummed out. I don’t know what to do with my life. I’m sick
of school, but there just aren’t any good jobs around, and I really don’t want to join the
service. I could just drop out for a while, but that doesn’t sound very good either.

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CALL YOUR COMPETITOR

BRAND GOOD POINTS IMPROVEMENT POINTS

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REFLECTIVE READING

Parent to Child: I am sick and tired of you asking to borrow the car when you haven’t
completed your homework or your chores, you leave your room in a total wreck and you
have been disrespectful to your family. You need to grow up and learn to show some
respect.

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Friend to Friend: I just don’t know what to do about my parents. It seems like they just
don’t understand me. Everything I like seems to go against their values, and they just
won’t accept my feelings as being right for me. It’s not that they don’t love me, they do,
But they just don’t accept me.

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Boyfriend/Girlfriend to Partner: I’m so tired of
you always choosing the activities that we do on
dates. You never even ask me what I want to do,
you just always expect me to like whatever you
choose. I like being with you, but I also would like
a say in what we do when we go out.

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Customer to Business: I’m furious. The rider has

completely ruined the cake and now we have no
cake to celebrate my child’s birthday. I am
expecting everything to be perfect today. I planned
this months in advance and already invited guests.
I might ended up having to buy ready made cake
because of this. This is not acceptable.
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