Notes

issue- call not connect
action- sms send
communication- N/A

cx don't need any help

cx didn't req for call back

cx placed req. by mistake

issue- short call/ call dropped
action- n/a
comm- n/a

issue- short call/ call dropped after 3 warnings
action- n/a
comm- n/a

call connected b/t someone else call/ call disconnected after 3 warnings

issue- cx not using English & Hindi
action- N/A
communication- ask cx to raise concern on help@snapdeal .com

ISSUE:- cx as about order status
ACTION:- info shared
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree

ISSUE:- cx as about order status
ACTION:- sms shared delay dispatch
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree

ISSUE:- cx as about order status/ cx wants order on date-
ACTION:- sms shared delay dispatch/ date captured
COMM:-info shared that order is on time/DDR shared with cx/assurance given to cx if possible order will be delivered/

ISSUE:- cx ask about order status
ACTION:- complaint raised / sms shared delay dispatch
COMM:- info shared that order is late/DDR shared also ask cx to wait order will be delivered ASAP/cx agreed
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UD CASE:-

ISSUE:-cx ask about order status
ACTION:-complaint taken/FNDR filled//Address verified/ landmark- / alt. no.-
COMM:-ask cx that order delivery is rescheduled/ask cx to wait 24-48 hours for delivery attempts // cx agreed

ISSUE:-cx ask about order status
ACTION:-complaint taken/FNDR error//Address verified/ landmark- / alt. no.-
COMM:-ask cx to wait 24-48 hours for delivery update // cx agreed

ISSUE:-cx ask about order status/ Shipper Delay
ACTION:-complaint taken/FNDR not filled//Address verified/ landmark- / alt. no.-
COMM:-ask cx to wait 24-48 hours for delivery update // cx agreed

ISSUE:-cx ask about order status/ UD ODA
ACTION:-complaint taken/FNDR not filled // f.e no. shared via sms
COMM:-ask cx to do self pickup of order

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Return/Replace Order:-

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken / macro shared for account details
COMM:-ask cx to wait 2-3 days for pickup/ cx agreed

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken /
COMM:-ask cx to wait 2-3 days for pickup/ cx agreed
after puc / replacement will be delivered in 4-7 w.d.

ISSUE:- cx want to return the order (reason)
ACTION:- CATP Denial
COMM:- told cx cannot take return req. as cx received what cx ordered

ISSUE:- cx want to return the order (reason)
ACTION:- CATP Denial
COMM:- told cx cannot take return req. as time period for return of order is over

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Different Item Received:-

issue- cx wants to return order/ different item received
action- sms shared
comm- told cx please share images of order received on the link and by yourself please raise complaint

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wants to order // invoice of order :-

issue- cx wants to order more of the same order as cx ordered
action- sales sms shared
comm- told cx link shared for order /

issue- cx asked for invoice of order
action- invoice shared via email
comm- told cx invoice shared via mail that i confirmed // please check

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call drop form:-
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform

Escalation form:-
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform

Attendence link:-
http://ess.competentsynergies.com:85/Login_comm1.aspx

Fusion Link:-
https://fems.fusionbposervices.com/fems

pulse:
http://172.16.211.116:9090/pulse/plugins/pulse/#/