Notes

1.)
Calls Not Connected -

issue :- Call non connected
Action:-Na
Communication:-Call Me Experiment //Call didn't connect to Customer SMS send //

2.)
Issue:-Call Me Experiment //Customer didn't required callback
Action:-Na
Communication:-Customer didn't required callback///


3.)
Issue:-call me experiment // cx request for call back by mistake
Action:-Na
Communication:- call back by mistake /// info share


4.)
Issue :- short call/ call drop
Action:- Na
Communication:-call me experiment // cx drop call //

5.)
issue:-No response from cx end
Action:- Na
Communication:- call me experiment// cx didn't responded after 3 warnings call disconnect //

6.)Issue :- language barrier
Action:- na
Communication:- call me experiment //cx don't use Hindi /English //asked to drop e-mail for help //

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7.)
PRODUCT DETAILS -
Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared



Communication - Information given // customer satisfied //




_____________________________________________________________________________________
8.)
Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //
Communication - Information given // customer satisfied //
_____________________________________________________________________________________
9.)
Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated //
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________
10.)
DELIVERY DETAILS-
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //
______________________________________________________________________________________________
11.)
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 //

_________________________________________________________________________________________________________
12.)
Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //



_________________________________________________________________________________________________________
13.)
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 //
_________________________________________________________________________________________________________
14.)
Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // Address confirmed // // ask to wait
Communication - Information given // customer satisfied //

_________________________________________________________________________________________________________
15.)
Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
16.)
Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //tat share 6 days //



Communication - Information given // customer satisfied //

17.)
Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //Pod not shared /// told cx to wait for 24 to 48 hrs
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 denial /// told cx to wait for 7 to 10 working days
Communication - Information given // customer satisfied /_________________________________________________________________________________________________________
18.)
Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
19.)
Issue - Customer ask about delivery details (OFD)
Action - Courier boy number shared // Tat shared till end of day //
Communication - Information given // customer satisfied //

_________________________________________________________________________________________________________
20.)
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 //



__________________________________________________________________________________________________________________________________
21.)
PICKUP -
Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
22.)
Issue - Customer ask about Order pickup (APUC)
Action -Updated RL filled // Pickup is already done // tat shared 72 hrs //
Communication - Information given // customer satisfied //

-------------------------------------------------------------------------
23.)
Issue - Customer ask about Order pickup (APUC)
Action -Updated RL filled // Pickup is already done // tat shared breached /// apologies to c x/// told cx to wait for 24 to 48 hrs
Communication - Information given // customer satisfied //

_________________________________________________________________________________________________________
24.)
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //



_________________________________________________________________________________________________________

25.)
replacement status

Issue :- cx asked about refund status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________________
26.)
CANCELLATIONS -
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
27.)
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
28.)
Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
__________________________________________________________________________________________________________________________________
29.)
RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //rpi not initiate
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
30.)
Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //rpi not initiate
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
31.)
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //on call denial
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
32.)
Issue - empty parcel case
Action- complaint taken // tat shared 7 days //
Communication - Information given // customer satisfied /
_________________________________________________________________________________________________________
33.)
Issue - item shipped together case
Action- complaint taken // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
____________________________________________________________________________________________________________________________________
34.)
REFUND -
Issue - Customer asked about refund status
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
35.)
Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared // inf given //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
36.)
Issue - Customer asked about refund status
Action- refund initiated from our end tat shared 5 /7-10 working days days //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
37.)
Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
38.)
Issues - customer wanted to know about the return policy
Action- inf shared to customer about terms and conditions regarding 7 days return policy //
Communication - Information given // customer satisfied //
_______________________________________________________________________________________________________________________________
39.)

FRAUD CALL -
App download case -
Issue -"𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙧𝙚𝙥𝙤𝙧𝙩𝙚𝙙 𝙍𝙚𝙛𝙪𝙣𝙙 𝙁𝙧𝙖𝙪𝙙 𝙗𝙮 𝘼𝙥𝙥 𝙙𝙤𝙬𝙣𝙡𝙤𝙖𝙙 "
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 //
Communication - Information given // customer satisfied //

Simple case - Lucky draw case -
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 //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________

http://182.75.250.82:85/ attendance
http://172.16.201.116/ad/ dashboard
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FUSION LINK:- https://fems.fusionbposervices.com/fems/homecha