Notes

BINELICIOUS :-) 🖤

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Call Drop Form
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
Esc Form
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform
Attendance
http://182.75.250.82:85/
Agent Dashboard
http://172.16.201.116/ad/
Fusion Dashboard
https://fems.fusionbposervices.com/fems/homecha


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Call not connected
Issue:- Call didn't connect to Customer
Action:- SMS send
Comm:- NA

Issue:- cx not responding
Action:- NA
Comm:- call dropped by cx while giving warning

Issue:- cx not responding
Action:-NA
Comm:- call dropped after giving three warnings

Call drop
Issue:- call dropped by cx
Action:-NA
Comm:- NA
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Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- guide them to reach [email protected] or whatsapp chat

Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- call dropped by cx side
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No info Required
issue:- cx didnt required any information
action:- NA
comm:- NA

issue :- cx needs call back later
action:- ask to raised cmb request again
comm:- info shared // cx satisfied

issue:- cx not responding // echoing voice
action:- na
comm:- after 3 warnings call disconnected

issue :- cx didnt heared voice
action:- NA
comm:- call disconnected by cx side
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ADDRESS CHANGE

Issue - Customer wants to change delivery address
Action- Denied to customer as it's not in editable stage
Communication - Information given // customer satisfied

Issue - Customer wants to change delivery address
Action- Did as per customer VOC // MFG not generated
Communication - Information given // customer satisfied

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Information on product
issue:- Cx wants information on product
action:- informed from pdp about product description
comm:- info given // cx agreed

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DELIVERY DETAILS-
Issue - Customer ask about delivery details (processing)
Action - DDR, Dispatch, courier partner, after dispatch tracking details will shared // ask to wait till pdd
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, ask to wait till pdd
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, ask to wait till pdd , delay dispatch sms shared
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details
Action - Customer wants delivery before Promise date // assured to customer for fast delivery // ddr shared // Specific Delivery Request raised //
Communication - Information given // customer satisfied //

Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // as soon as possible order will delivered // ask to wait
Communication - Information given // customer satisfied

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Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs
Communication - Information given // customer satisfied //

Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // FNDR not FILLED //ask to wait till
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //pod not shared// ask to wait // tat shared 24-48 hours
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details (OFD)
Action - Courier boy number shared // Tat shared till end of day // courier partner shared //
Communication - Information given // customer satisfied //

Issue - Customer ask about delivery details (OFD)
Action - Courier partner shared // Tat shared till 6pm of day // courier boy number not available //when courier boy reach to cx area they will contact
Communication - Information given // customer satisfied

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Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details (delay dispatch)
Action - Order not dispatched // tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
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PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days // original packaging
Communication - Information given // customer satisfied //

Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72hrs
Communication - Information given // customer satisfied //

Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait 6pm // original packaging
Communication - Information given // customer satisfied //
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MANUEL PUC
issue:- cx wants to know pick up details
action:- info cx about manual pick up // macro shared // apology done
comm:- details given to cx about manually send courier charges // cx agree

Refund replace denial
issue:- cx wants to know about complaint and refund details
action:- complaint already marked closed as RPI denied
comm:- info given cx as mentioned by team account fail in internal checks

WAREHOUSE QC
issue:- cx ask about refund
action:- RL filled // cx order was already picked up // tat shared 7-8 days for warehouse
comm:- info shared // cx satisfied
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CANCELLATIONS -
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order //apology done //
Communication - Information given // customer satisfied //

Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //

Issue - Customer want to cancel his order (Shipped) // reason :-
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
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RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //

issue :- cx received different item
action :- concern raised // tat shared 24-48hrs for update // link sms shared
comm :- info shared // cx satisfied

Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //

Issue :- Customer wants to return the product
Ation :- cx asked for shared images of product via mail // macro shared
Comm:- info shared // cx satisfied

Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP // cx satisfied with the product
Communication - Information given // customer satisfied //

Issue - empty parcel case
Action- complaint taken // tat shared 7 days for investigation
Communication - Information given // customer satisfied /

Issue - item shipped together case
Action- complaint taken // tat shared 24-48hrs for update // original packaging
Communication - Information given // customer satisfied //
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REFUND -
Issue - Customer asked about refund status
Action - Info given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //

Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared
Communication - Information given // customer satisfied //

Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared 24-48hrs // Asked to share bank account statements // Mail shared //
Communication - Information given // customer satisfied //

Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
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FRAUD CALL -
Issue - lucky draw call received by customer
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch // macro shared
Communication - Information given // customer satisfied


THE END ..... 🎇🎇🎇


KIRTI DUTTA 😍
SNAPDEAL 😋