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>Opening
>Account confirmation/probing(confrm the name of cx and product)
>repharsing the query of the cx
>resoution
>futher assistence
>csat script
>closing
PDWP CASE:
>OPENING
>Account confirmation/probing(confrm the name of cx and product)
>CX QUERY
>PHARAPHRASE THE CX CONCERN
>APOLOGY AND EMPTHY
>CASE CHECK- details of the product
>info shared according to query(product knowledge like tat for the concern,)
>assurance and ownership for the resolution
>token of apology script
>futher assistence
>csat script
>closing
REPLACEMENT CASE:
>opening
>Account confirmation/probing(confrm the name of cx and product)
>cx query
>PHARAPHRASE THE CX CONCERN
>apology shared
>assurance and ownership for the resolution
>details check(product knowledge)
>resolution shared
if cx agrees then,
>futher assistence
>csat script
>closing
if not,
>assure cx about the snapdeal best services and take the ownership to provide the proper resolution(frst and last bad experience with us)
>futher assistence
>csat script
>closing
CX WANTS TO KNOW ORDER STATUS/ DELIVEREY OF PRODUCT:
>opening
>Account confirmation/probing(confrm the name of cx and product)
>paraphrasing of order details or
>confirmation of the product details(payment, mode of payment, date of order placement)
>check the dispatch details and share with cx(DDR )
>assurance for fast deliverey(100%product deliver before promised dates)
>futher assistence
>csat script
>closing
FRAUD CALL:
>opening
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