Notes

GURPREET KAUR

https://docs.google.com/forms/d/e/1FAIpQLSdD3u5X8IIxIm200OLzrv1HcdXcz0IMc4j1P-D47hsTQzyQJw/viewform
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform (new call drop form)
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0 senior esclation
http://182.75.250.82:85/
http://172.16.201.116/ad/getuser.php?agentSummary=60179
https://fems.fusionbposervices.com/fems/

............................NOT CONNECTED...................................
issue:-
action :-
communication:-

issue-voice echo problem/ call disconnected after warnings//
action :-N/A
communication:-N/A

issue:-Call didn't connect to cx//
action :-cmb msg sent
communication:-N/A

issue:-no response from cx// call disconnected after warnings//
action :-N/A
communication:-N/A

issue:-no response from cx// call disconnected by cx
action :-N/A
communication:-N/A

issue:-call disconnected by cx
action :-N/A
communication:-N/A

issue:-cx not using hindi/eng
action :-N/A
communication:-ask to cx pls share your concern on [email protected]

issue:-N/A
action :-N/A
communication:-cx didn't required callback.

issue-cx not there ph attended by someone else
action -na
communication-ask to contact later

issue-cx not there ph attended by someone else and he said wrong number
action -na
communication-na

issue-ring goes but cisco counting going on but not connected
action-cmb msg sent
communication-na

................................PRODUCT INFO..........................

issue:-cx wants to know about how to connect watch with smartphone
action :-N/A
communication:-detail shared with cx that via bluetooth//cx agree

issue:-cx wants to know about other products//
action :- N/A
communication:-ask to cx pls visit on snapdeal app or web site//cx agree

issue:-cx asked about details of product size
action :-N/A
communication:-information shared with cx about size //cx agree

issue:-cx asked about details of product and price
action :-N/A
communication:-information
shared with cx about price and payment mode //cx agree

Issue – Query about an product
Action Taken – N/A
Communication –how to use the product info not avail in prdct dscptn so i reqest to cx contact with doctor or to check product manual//info shared//cx agree/

issue:-cx want to change payment mode
action :-N/A
communication:-deny to cx politely//ask to cx pls coordinate with courier partner// cx agree

issue: cx want to know about the return policy
action: na
communication: information shared to cx about terms and condition regarding 7 days return policy

issue: cx ask about the originality of the product
action: na
communication: told to cx that assured products will be deliver to cx from assured sellers

issue-cx want to confirm his order is placed or not
action-na
communication-info shared

...................................................OFFER DETAILS......................

issue: cx ask about the how to use promocode
action: na
communication :information regarding terms and condition of voucher shared to cx

issue: cx told he did not get benefit of promocode
action: na
communication : information regarding terms and condition of voucher shared to cx

issue: cx asked about offer details
action: na
communication :information share with cx
...............................ORDER STATUS.......................
issue:order stuck at one location
action: req raised
communication : apology done / tat share 24-48 hs / ask cx to wait

issue:-pending for verification
action :-N/A
communication:-as to cx pls wait 24rs for ivr verification call// cx agree

issue:- cx asked about the order status /
action :-na
communication:- Dispatched date & DDR shared //cx agree

issue:- cx asked about the order status /
action :- dispatch sms sent
communication:- courier partner name shared//dispatched date & DDR shared //location shared// cx agree

issue:- cx asked about the order status /
action :- dispatch sms sent
communication:- courier partner name shared//dispatched date & DDR shared //location not shared as product not dispatched yet// cx agree
....................................SPECIFIC DELIVERY................
issue:-cx want delivery before promise date
action :- date capture
communication:- assured to cx for fast delivery // DDR shared //cx agree

issue:-cx want delivery TOMMOROW
action :- date capture
communication:- politly denied as product dispatched yesterday//location shared and ask to wiat // DDR and dispatch date shared //cx agree

.....................................LATE ....................................
issue:-order late beyond case
action :-N/A
communication:- today is last delivery date but status not out for delivery//tat shared 24-48 hrs for update //
apology done// ask cx to wait // cx agree //

issue:-order late beyond case /dispatch date breached
action :-N/A
communication:- tat shared 24-48 hrs for update //apology done// ask cx to wait // cx agree //

issue:-order late beyond case
action :-N/A
communication:-red flag shows//expected ddr shared //apology done// ask cx to wait // cx agree //

..........................................ADDRESS CHANGE....................
issue: cx wants to change the delivery address
action: req taken
communication:so do as per cx VOC // infro shared

issue: cx wants to change the delivery address
action: req taken
communication: deny to cx as it is not in editable state // infro shared // cx agree
..........................CANCEL....................
issue:cx want to know the reason of order cancellation
action: req taken
communication: info shared to cx // request to cx to place a new order

issue:-cx want to know the reason of order cancellation
action :- tagging done
communication:- info shared to cx due to some technical error// request to cx to place a new order // cx agree

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status shipped//ask to cx pls refuse if delivery attempt//cx agree

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status ofd//ask to cx pls refuse if delivery attempt//cx agree

issue:-cx wants to cancel product due to cx not able to pickup the product
action :- complaint taken
communication:-ask to cx pls wait 24-48hrs for update about refund// detail shared that cancellation in progress//cx agree

issue:-cx wants to cancel product due to size
action :- N/A
communication: detail shared that product already cancelled// cx agree

issue:-cx wants to cancel product due to cx late promise date and UD AI case
action :- complaint taken// FNDR filled
communication:-ask to cx pls refuse if delivery attempt//cx agree

issue:-cx call to cancel the order due to promise date too late//
action :-complaint taken
communication:-status show shipped//ask to cx pls refuse if delivery attempt
and also tat shared after refuse by cx and cancellation mark in 6bd and refund initiate in 24-48hrs// cx agree
..........................................OFD........................................
issue:- cx asked about delivery status //
action :- courier team no.shared with cx//
communication:- Same day OFD //ask to cx pls wait till end of the day// cx agree

issue:- cx asked about delivery status //
action :- na
communication:- Same day OFD //ask to cx pls wait till end of the day// cx agree

issue-cx said product is ofd as he received a call
action-not able to chk ekart tracking and dispatch no info
communication-courier partner name shared as to coordinate with them
.............................................UD.......................
issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree

issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //Fake remarks by courier boy//address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree
..........................................RETURN REQUEST............................
issue:-cx want to return against trust pay policy
action :-complaint taken
communication:- deny to cx due to cx does not have valid reason

issue:-cx want to replace the order due to cx received
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//cx agree

issue:-cx want to replace the order due to cx received
action :-complaint taken
communication:-tat shared 2-3days//and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be process 4-7 days will be deliver //and also detail shared about that original packing is mandatory//cx agree

issue:-cx want to replace the order due to cx received
action :-complaint taken
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//
and also detail shared about that original packing is mandatory//cx agree

issue:-cx want to replace the order due to cx received
action-manual pickup macro sent
coomunication-ask to courier product through any national courier service within 5 days//also told to share courier receipt for refund of courier money//details and tat shared about QC and refund//cx agree
..................................RL..................................................
issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done product reach warehouse in 7-8 days and after QC successfully refund will be process//and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// and detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs replacement will be process with in 4-7wd//
and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be process and will reach in 4-7 days//and also detail shared about that original packing is mandatory//cx agree

issue: cx want to return the product // PUC not done
action: return req raised / RL panel filled
communication: 2-3 d TAT share/ infro shared /ask cx to wait

issue-cx want to know about pickup
action-manual pickup macro sent
coomunication-ask to courier product through any national courier service within 5 days//also told to share courier receipt for refund of courier money//details and tat shared about QC and refund//cx agree

Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days // address verified // courier boy visit at cx location but didn't pick order due to thy said order not as same as shown in image
Communication - Information given //pickup details shared // customer agree
...........................................APUC ......................................
issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage selected
communication:- ask to cx pls wait 24-48hrs for update//cx agree

issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage already selected
communication:- ask to cx pls wait 24-48hrs for update//cx agree
cx didn't receive courier receipt
FE no. 9414919975
pickup boy name Deepak Goswami
.........................................COURIER BOY COMPLAINTS.....................
issue-cx said courier boy misbehaved
action-na
communication- FE number Fe name//strict action will be taken against delivery boy //cx agree

issue-delivery boy ask for extra money
action-na
communication- FE number Fe name//strict action will be taken against delivery boy //cx agree
......................... FRAUD CALL..........................................
issue-lucky draw all received by cx
action :- macro shared
communication:-cx informed about the fraud call and SMS and letter regarding fake lucky draw contest //
infomation shared to cx and ask not to share any confidential details // cx agree

issue-cx reported refund fraud by app download
action :- macro shared
communication-cx informed that snapdeal app//fake app related infomation shared to cx and ask not to share any confidential details // cx agree
.......................................................PDWP......................
issue:- PDWP case
action :- complaint taken
communication:-ask to cx pls wait 6 days for POD and ask to revert back//apology done//cx agree

issue:- PDWP case
action :- N/A
communication:-detail shared rto marked// ask to cx pls place new order // apology done//cx agree//

....................SHIPPED TOGETHER CASE/.................
issue: item shipped together case
action: req taken
communication: 24-48 hrs TAT share // ask cx to wait // infro share
.....................................EMPTY PARCEL...................
issue: Empty parcel case
action: req taken
communication: 7 D TAT shared /apology done / infro shared // ask cx to wait

issue: Empty parcel case
action: req taken//UT Form shared
communication: ask to wait 7 D after received UT form /apology done / infro shared // ask cx to wait
.....................................................PICKUP.....................
issue:-cx wants to know about puc
action :-N/A
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//and also detail shared about that original packing is mandatory//cx agree

issue:-cx wants to know about puc
action :-N/A
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be reach 4-7 days//and also detail shared about that original packing is mandatory//cx agree
.............................................RTO............................
issue:-cx wants to know about order status//RTO case
action :- N/A
communication:-detail shared rto marked// ask to cx pls place new order // apology done//cx agree//
wrong remarks mention by courier team//
..............................................REFUND..................................
issue:-cx ask for refund status
action :-
communication:-

issue:-payment deducted but order not confirmed//
action :- N/A
communication:-ask to cx pls wait 72 hrs for auto reverse// cx agree

issue:-cx wants to knw about refund
action :-N/A
communication:-detail shared that refund already initiated and will be reflect with in bd //cx agree

issue:-cx wants to know about refund//
action :-N/A
communication:-detail shared about cip//ask to cx pls wait 24-48hrs for update//cx agree

issue:-cx ask for refund status//puc done//
action :-rl panel filled//
communication:-ask to cx pls wait 24-48hrs for update//
and also detail shared that after initiate refund will be reflect with in 5 bd//cx agree

issue:-cx ask for refund status//puc done 8th march
action :-info shared
communication:-detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs refund will be process //cx agree

issue:-cx wants to know about refund//
action :-macro sent//
communication:-ask to cx pls share bank details// macro sent//
and also detail shared after bank detail shared refund initiate in 24hrs and reflect in 2hrs//cx agree

issue:- cx wants to know about refund//
action :- compaint taken//tat breached// macro shared
communication:- detail shared refund already initiated but cx didn't receive//
ask to cx pls coordinate with bank and share bank account statement//
ask to cx pls wait for 24-48hrs for update//cx agree

issue: cx ask for refund status
action: complaint forwarded
communication :refund initiated // TAT shared

issue: cx ask for refund status / refund not initiated
action: complaint forwarded
communication :TAT shared // infro shared // ask cx to wait

issue-cx want to know about refund
action-na
communication-ask to wait 5 working days as neft on hold//cx agree

...............................................COURIER PARTNER NUMBERS..................

issue-cx want to know about request status
asction-na
communication-ask to wait 24-48 hours for team update//cx agree

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