Notes
Notes - notes.io |
Solved - CSAT and RR
Unsolved - CSAT
WFIU - CSAT
WFCU - CSAT
Solved NRR - Not Applicable
Type CSAT in YODA, remove resolution part.
Service Centre Tagging -
1. Brand Contect Details, Service Centre Not Available - Create Incident - Returns - Service Centre related - Service Centre Closed, No Service Centre in vicinity - Unresolved. - Assign to L2.
2. Service Centre related inquiries -
A - Check the Service Centre details (available in yoda)and request the customer to visit nearest service centre.
B - In case, the service centre is not available/not available in the customer's location, request the customer to contact the brand on the brand toll free number.
Create Incident - Installation, Demo and Other Services - Enquiry about services -Service Centre Details - Solved.
3. Service Centre is delaying the cx issue - High resolution TAT, parts not available, liquid damage cases - Inform CX to contact ASC or brand contact centre - Do not assign the case to back end. CSAT and RR.
Tagging - Create incident - Returns - Service Centre related - Service Centre denied service/charges/delayed resolution - Solved
4. Service Centre denial -
A. ASC denied due to online purchase - Capture the following details before assigning the case to service returns team -
Alternate Contact Number of CX, Service Centre address that cx visited, Contact number of service centre and person in charge, Issue with product, Reason for denial, Complaint number provided by the brand
Tag - Create Incident - Returns - Service Centre related - Service Centre denied due to ecommerce - unresolved.
B.
Warranty Related - Mismatch in product warranty on Brand Warranty and the product provided - Capture the following details before assigning the case - Serial Number of the product,
Introduction to refunds -
Pre Paid -
Phone pe - Refund only if amt is equal to or less than Rs. 20,000 and wallet is active. CX can thereby transfer to his linked bank account post setting up the UPI plan.
Back to Source - The amt is transferred to the source opted by the cx to pay while placing the order.
Post Paid -
Phone pe - Refund only if amt is equal to or less than Rs. 20,000 and wallet is active. CX can thereby transfer to his linked bank account post setting up the UPI plan.
NEFT - CX bank account details are captured which includes -
Bank Account number, Bank Name, Account Holders name, IFSC Code, Branch Name,
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