Notes

call drops


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Callme experiment //cx didn't required callbacK


Callme experiment //Call didn't connect to cx


Callme experiment //cx drop the call in between


Callme experiment //no response in between the call so call dropped after 3 warnings


Callme experiment //language issue///email guided to cx


Callme experiment //language issue///email guided to cx//after that cx drop the call


Callme experiment //cx did not have order details //ask cx to check order details and then gave call back request //cx agreed


Callme experiment //cx said he is busy/right person not available /// so ask cx to gave call back request when he will free//cx agreed


issue: cx want to know about the order confirmation//product details//product price///product quality
action: na
communication: details shared with cx


issue: cx want to know about the coupons and promo code
action: na
communication: details shared with cx


order status:
issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared//ask cx to delivery asap
delay dispatch msg sended to cx

ofd case:
issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. fe number shared//courier partner number shared .. cx agreed
cx want call back from courier agent and want order before 2pm today
cx address:
landmark:
contact no:


ud case:
issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified with cx
communication: tat shared 24-48 hrs//cx agreed


return/replacement:
issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req raised
communication: tat shared 24-48 hrs //cx agreed(rpi not intiated)

issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req raised
communication: tat shared 2-3 days for pick up //cx agreed(rpi intiated)

issue: cx want to replace the product //as product mic cover is missing //cx want replacement
action: replacement req raised
communication: tat shared 24-48 hrs //cx agreed(rpi not intiated)

issue: cx want to replace the product //as product mic cover is missing //cx want replacement
action: replacement req raised
communication: tat shared 2-3 days for pick up //cx agreed(rpi intiated)

cancel :
issue: cx want to cancel the order as cx did not need it
action: req taken
communication: ask cx to refuse at the doorstep if delivery attempts as order is in shipped status

issue: cx want to cancel the order as cx want other product
action: req taken
communication: info shared //order is cancel //cx get information through sms

issue: cx want to know about the reason of the cancellation of his order
action: na
communication: cancelletion reason shared with cx ///req cx to place the order again //apology done///cx agreed

issue: cx want to know about the reason of rto
action: na
communication:rto reason shared with cx /// req cx to place the order again //cx agreed


late/stuck:
issue:order is late beyond promise date
action: complain taken
communication: tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal

issue:order is stuck at one location
action: complain taken
communication: tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal