Notes

incident_id agent_id:


1. IN2008022031136573060 igsmt18.424347 : correct info
2. IN2008021225439671731 tpm.502921 : agent failed to check on product page as product country of origin is china

but agent failed to use correct statement with cx for complaint

Country of Origin : China
Manufactured by:
Harman Consumer INC 8500 Balboa Blvd Northridge, CA 91329, USA

do not need to use this : You can be sure that we'll take definite steps to set this right. We've spoken to the courier service provider and they're looking into this and they'll take utmost care to ensure this does not happen again.


3. IN2008022233090172508 tpm.502925 : correct but incomplete

agent should need to confirm exact product name, pickup address same or not, refund or replacement which one is available with the product packaging in one go

4. IN2008021811278769051 tpm.517990 : as per cx voc and rto reason agent should need to share :

We'd like to let you know that your order was cancelled by the seller as they can only fulfill orders for a limited quantity of this item based on stock availability with them.

instead of : We would like to let you know that your order was cancelled by the seller as they can only fulfill orders for a limited quantity of this item based on stock availability with them.



5. IN2008022347588017164 tpm.517990 : correct info
6. IN2008030838229245625 tpm.524443 : agent failed to edit his template

did not share : We are sorry that it’s taken us longer than expected to respond to your email due to high contact volumes we’re experiencing at the moment.

agent failed to tag with order ID and also failed to share correct and as per cx voc , did not mentioned order id or product name in email, wrong tagging need to tag under payment failed,
OD119321948931867000

also need to share : We want to assure you that the payment for this order did not go through. Since the order was not successfully placed, there isn't a need for a cancellation.

7. IN2007232050088364476 tpm.524452 : wrong sla shared by agent
8. IN2008030003208124848 tpmflex19.496514 : wrong info and action taken by agent
cx contact within 10 days incident opened post 10 days its not cx fault agent should need to share info or taken action according to incomplete order


9. IN2008012058516229595 tpm.476457 : agent failed to select the template

need to share info Cancellation NOT allowed for this product after 24 hrs of order booking.

10. IN2008021300499233334 tpm.476457 : agnet should ask for the complete name or product link as when we try to search using this name no product shwn

11. IN2008020648444273502 tpm.502925 : agent failed to share correct info with the cx

need to share : We see that the order status has been updated as 'Delivered' on July 29, 2020.

We request you to check with relatives/ friends /neighbours/ security/ house-pg owner if anyone you know has collected the package on your behalf.

12. IN2008021249285417175 tpm.524443 : agent failed to tag with order id 'OD115525938899881000', failed to tagged with correct issue type which is policy and failed to edit the template properly

13. IN2008031006038736440 tpm.476457 : agent failed to deny for call as per update

need to share: we are not able to reach you over a call as we are working with limited customer support executives due to precautionary restrictions by the government to avoid the spread of COVID-19.

14. IN2008022243395607375 tpmflex19.496514 : correct info