**Internal only, these articles are meant for staff only and should NEVER be sent externally**
There are instances when a seller will reach out to Customer Success regarding an issue with their listing or a Listing Manager. Please refer to the process below on how to handle these situations. (This applies to all listing managers, regardless of specialty.)
1. Determine if a customer is listing managed or not by checking the Salesforce app on the ticket.
If there is a record present, it is something that a Lead QA or a Listing Manager is working on. The record usually indicates the opportunity name, the listing manager, and/or the status. If there are records, check that there is a listing manager detailed AND the status or stage is not unqualified, Listing Sold or Listing Closed. This will mean that its a live record being managed by the LM team.
Otherwise, if it says, "No matching data was found in Salesforce based on your configuration," then you can safely assume that this is not assisted and you can proceed with addressing their concerns business as usual.
2. The presence of a record indicates that someone on the Listing Management team may be working on them already.
When in doubt, check with a Lead QA or Listing Manager in however way you can (email, Slack message, verbally). Feel free to do this even if they are not in the office; they will get back to you once able.
When a listing is not yet managed but the seller mentioned a listing manager that they are talking to. It would be best to let the user know that we will investigate the issue and get back to them until we have discussed the situation with the Listing Manager. CC the Listing Manager on the ticket, Place the ticket on hold. After the discussion with the Listing Manager, depending on the agreement, CS or the Listing Manager should get back to the user regarding the concern or inquiry.
3. Review the nature of the ticket to see if it is something that should be forwarded to the relevant Listing Manager.
If the customer is following up on an LM or Lead QA's response, you can ask the LM or Lead QA to resend their response ASAP.
If the matter is urgent and the LM is not available (outside business hours, weekend, LM is on leave etc); or if the matter is a general question then CS can answer the ticket.
If the ticket content needs some knowledge of the listing, the business/ asset being sold to answer, then it should really be left for the Listing Manager as they have that knowledge.
If you are at all unsure, please can ask the LM if the ticket should be answered or not.
NOTE: If the listing manager asked CS to take care of a customer who is listing is managed, we should cc the Listing manager on the ticket but still assist the seller. This will ensure visibility among all parties involved.
Whenever a ticket is answered by CS (such as general inquiries or troubleshooting), CC the LM on the ticket.
When forwarding to an LM, cc the LM on the ticket and answer using one of the macros for redirecting to LM.
IMPORTANT: Keep your sense of urgency in check when you encounter a Listing Managed seller. Unless it is a life or death situation, do not "handle" the customer's concerns when it is about a listing manager or an assisted listing.
Our Listing Managers' job is to establish and build relationships with the sellers of online businesses, and regardless of the outcome, we need to leave these with the LMs to manage.
If a seller is demanding or unreasonable, do not sacrifice the Flippa teamwork or processes we have in place just to please this type of customer.
Under NO circumstances should CS:
- Comment on the Listing Manager's situation or schedule
- Indicate special processes or exceptions
- Provide free upgrades or credits
- Comment on the Sales Completion Area
- Mediate between the seller and another party
If a Listing Manager is away or unresponsive for an extended period, you can:
- Reach out to the LM via Slack, email, or verbally
- Reach out to another LM for help (for LMs in Manila, Cristina; for Amber, Chris H)
- Escalate to your manager
- Escalate to David / Head of Operations