Notes

Outbound call scripts - Email team

Confirmation on process per PE team:
1. Customer validation would comprise of calling customer ONLY on the order delivery phone number and name is confirmed
2.  If customer insists that someone else speaks on his / her behalf, request can be obliged ONLY once customer validation is successful

Scenario
English call script
Hindi call script
Call opening
Good evening, this is <_Daljeet_> calling from Flipkart. Am I speaking to <_Deepak_>
(Customer responds with a Yes)

Namaskar, mera naam <_Tabbu_> hai aur main Flipkart se call kar raha hun. Kya main <_Vivek_> se baat kar raha hun? (Customer responds with a Yes)

Thank customer for confirmation and check if it is a convenient time to speak
Thank you for the confirmation.

This call is about your order for the item <_Mi LED Smart TV 4A PRO_>. Is this a good time to speak? (Wait for customer’s response)

(Customer responds it is a good time – Thank the Customer and continue with the call )

Thank you <Deepak>.

(Customer responds it isn’t a good time - Check with customer a preferred time for a call back and close call by thanking them for their time and letting them know that they’ll get a call back at the time stated)

I understand.  May I know a good time to speak, so we can call you back.

We have received your email that you are facing issue with the remote of the TV.

We are sorry for the trouble you had to got through. We completely understand and this isn't something we would want you to go through. We will share your feedback to the seller so that this type of instances can be avoided.

May I know the exact issue with the remote?
-Some button not working
-Remote Not Working at all
thanks for the confirmation. We will send you troubleshooting steps to your registered email id. You can follow the steps to resolve your issue. If the issue is not resolved by troubleshooting steps.
you can writeback to us and we will be happy to help you.

Please write back to us within 10 days replacement policy

Is there anything else I may assist you with today?

I hope I was able to help you today.

A short survey will be sent to your registered email address to get your feedback on the resolution provided and our conversation.

You can confirm if you're happy with the resolution provided by choosing 'Yes' or 'No'.

You can also rate our conversation experience on a scale of 1 to 5;

Rating between 1 to 3 would mean that you were not satisfied. Rating of 4 would mean you are happy and 5 would mean that you are extremely happy.

Your feedback is really valuable to us as it will help us enhance your experience.

Thanks for choosing flipkart have a nyc day.



Yeh call aapke order kiye huve product <_product name_> ke  baarey mein hai. Kya aap se baat karne ka yeh sahi samay hai? (Wait for customer’s response)

(Customer responds it is a good time – Thank the Customer and continue with the call )

Dhanyavaad <Customer’s name>.

(Customer responds it isn’t a good time - Check with customer a preferred time for a call back and close call by thanking them for their time and letting them know that they’ll get a call back at the time stated)

Mai samajh sakta/sakti hoon.  Kya  aap apne suvidha anusar samay bata sakte hai taki hum aapko call back kar sakein.





Return: We will forward your request to the seller. The seller can provide replacement for the item.
Pls confirm that doyou have the brand box and MRP sticker with the product?

Pls confirm the pickup address fo your product?




Main asha karti hun ke main aaj aapki madad kar payi.

Aapke registered email address pe ek chota sa survey bheja jayega taaki aap usmein aapko diye gaye resolution aur humare iss baatcheet ke aadhar pe aapna feedback de sake.

Agar aap diye gaye resolution se khush hai to 'Haan' chun sakte hai ya phir 'Na''.

Aap humare baatcheet ke anubhaav ko bhi 1 aur 5 ke beech rate kar sakte hai;

1 se 3 ke beech rating ka matlab hai ki aap santusht nahi hai. 4 rating ka matlab hai ki aap khush hain aur 5 ka matlab hoga ki aap bohot khush hain.

Aapka feedback humare liye bohot hi mahatvapoorna hai aur yeh humein aapke anubhaav ko behtar banane mein madad karega.

Filpkart ko samay dene k leay dhanyawad apka din shubh rahe.


Hold script
May I place your call on hold, for a minute, while I check the information on my system<_details being checked based on customer query_> (Wait for customer’s consent)
Thank you. ( Place the call on hold)
Kya mai aapko ek minute ke liye hold par rakh sakta hoon taki mai <_details being checked based on customer query_> check kar sakoon.
Dhanyavaad. ( Place the call on hold)
Repeat hold script
Sorry, this is taking longer than expected; may I place you on hold for another minute while I <_get details about/ look up the information on /check the order details/confirm the delivery date etc.,_> (Wait for customer's response). Thanks again.
Maafi chahta hoon ki <_details being checked_> ke details check karne mein  zyada samay lag raha hai, kya main aap ke call ko aur ek minute ke liye hold pe rakh sakta/sakti hoon? (Wait for customer's response) Dhanyaad.
Hold release
Thank you for being on hold <_Customer’s name_>

Thank you for your patience

Thanks for waiting patiently.

(Provide the details)
Hold pe rehne ke liye dhanyavaad <_Customer’s name_>

Aapke dheeraj ke liye dhanyavaad

(Provide the details)
Call closing
Is there anything else I may assist you with today?

(Customer has another question - help per BAU process )

(Customer does not have  any another questions )
Thank you for your time today <_customer’s name_> and it was a pleasure talking to you.

Thanks for choosing Flipkart for your .
Have a Nice Day/ Great Day/ Pleasent day (Evening)


Kya main aapki kisi aur cheez ke liye sahayta kar sakta/sakti hoon?

(Customer has another question - help per BAU process )

(Customer does not have  any another questions )

Flipkart se shopping karne ke liye dhanyavaad.  Aapka din shubh rahe
Customer states he has registered for DND and does not want to speak
<_customer’s name_>, I’m calling in to <_reason call is being made_ > and is related to you order for <_product name_>  and this is not a Marketing call.

May i continue?(Wait for customer’s response and continue the call accordingly)

<_customer’s name_>, Ye call aapke order ke <_reason call is being made_ > baare mein hai aur marketing se sambandhit call nahi hai.

Kya mai aap se baat kar sakta/sakti hoon? (Wait for customer’s response and continue the call accordingly)

Customer states not want to speak and wants response via email
Sure <_customer’s name_>, we’ll send you an email about this and you’ll get the email in the next <_TAT_>
Zaroor <_customer’s name_>, hum aapko email dwara sampark karenge aur aapko ye agle <_TAT_> mein mil jayega