Notes

@KUSHANK...
[email protected]
Kushank@01
https://notes.io/Hf2S -01
http://172.16.211.116:9090/pulse/plugins/pulse/#/
https://www.snapdeal.com/
Deshboard link-- 172.16.201.116/ad // http://172.16.201.107:8080/agent-dashboard/cspl.php
Attendance link: / http://182.75.250.82:85/Default.aspx?fid=E9Hv42gR3KM=
CMB- esclation form :- https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/formResponse
call drop form :- https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse
FUSION- https://mindwork.place/fusion/

[email protected]

ISSUE - CALL NOT CONNECTED
ACTION - NA // SMS SENT
COMM - NA

ISSUE- CX REFUSE TO CMN
ACTION -N A
COMM - NA

ISSUE - WHILE SHARING INFO // CALL DROP FROM CX END //
ACTION - NA
COMM - NA

ISSUE - // AFTER OPENING /// CALL DROP FROM CX END //
ACTION - NA
COMM - NA

ISSUE - //WHILE OPENING /// CALL DROP FROM CX END //
ACTION - NA
COMM - NA


NOTES-
CALL NOT CONNECTED / CALL DROP FROM CX END
NO RESPONSE FROM CX END / AFTER OPENING / WARNING GIVEN / CALL DISCONNECTED
CALL DROP FROM CX END / AFTER OPENING

ISSUE - FAKE AND FRAUD CALL / CX GOT AN CALL OF LUCKY DRAW
ACTION - INFO SHARED THAT DO NOT SHARE ANY KIND OF PERSONAL DETAILS WITH THE
COMMUNICATION - FEEDBACK TAKEN
INFO SHARED
CX AGREE
AMOUNT PAID -
FRAUD NO. -

ISSUE - CX CALL TO KNOW ABOUT PRODUCT INFO
ACTION - INFO SHARED ABOUT PRODUCT
COMMUNICATION - INFO SHARED CX AGREE

ISSUE - CX CALL TO KNOW ORDER STATUS ( UD )
ACTION - FNDR FILLED // ADDRESS CONFIRMED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 24-48 HRS
INFO SHARED
CX AGREE

ISSUE - CX CALL TO KNOW ORDER STATUS ( ORDER LATE )
ACTION - ADDRESS CONFIRMED //ASAP
COMMUNICATION - APOLOGY AND ASSURANCE DONE
INFO SHARED
CX AGREE

ISSUE - CX CALL TO KNOW ORDER STATUS
ACTION - ADDRESS CONFIRMED //ASK TO WAIT 24-48 HRS
COMMUNICATION - APOLOGY AND ASSURANCE DONE
INFO SHARED
CX AGREE

ISSUE - CX WANT TO RETURN THE PRODUCT ( PRODUCT DEFECTIVE )
ACTION - COMPLAINT TAKEN
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 24-48 HRS
INFO SHARED
CX AGREE

ISSUE :- Cx want to return the product
ACTION :- CATP // denial given
Communication : Cx want to return the product // apology done //CATP // deny to take complaint // relevant info shared // customer agreed

ISSUE - PICKUP ISSUE
ACTION - RL FILLED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 2-3 DAYS
INFO SHARED
CX AGREE

ISSUE - APUC
ACTION - RL UPDATED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 72 HRS
INFO SHARED
CX AGREE

ISSUE - MANUAL PICKUP
ACTION - MACRO SHARED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
INFO SHARED
CX AGREE

ISSUE - PDWP
ACTION - =COMPLAINT TAKEN
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 24-48 HRS / 6 DAYS
INFO SHARED
CX AGREE

ISSUE - POD DENIAL
ACTION - =COMPLAINT TAKEN
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 7-8 DAYS
INFO SHARED
CX AGREE

ISSUE - EMPTY PARCEL
ACTION - =COMPLAINT TAKEN / ASK CX TO SHARE IMAGES / MACRO SHARED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 7 DAYS
INFO SHARED
CX AGREE

ISSUE - WHY WAS MY ORDER CANCELED
ACTION - REASON SHARED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
INFO SHARED
CX AGREE

ISSUE :-Customer want to cancel the order
ACTION :-Cancelled on customer request
Communication :- Cx want to cancel order // Cancelled from here // Cust satisfied

ISSUE : Cx want to cancel the order
ACTION :- I am not able to cancel // request taken
COMMUNICATION : Cx want to cancel the order // request taken // Informed to refuse at doorstep if delivery attempted



ISSUE -PAYMENT DEDUCT ORDER NOT CONFIRMED
ACTION - COMPLAINT TAKEN
COMMUNICATION - APOLOGY AND ASSURANCE DONE
ASK TO WAIT 72 HOUR FOR AUTO REVERSAL
INFO SHARED
CX AGREE

ISSUE -WHERE IS MY ORDER
ACTION - DDR SHARED , SMS SEND , TRACKING DETAILS SEND , CURRENT LOCATION SHARED
COMMUNICATION - APOLOGY AND ASSURANCE DONE
INFO SHARED
CX AGREE

ISSUE -I HAVEN'T RECEIVE MY REFUND
ACTION - COMPLAINT TAKEN
COMMUNICATION - APOLOGY AND ASSURANCE DONE
WITH TAT ASK TO WAIT
INFO SHARED / CX AGREE

ISSUE :Refund not received
ACTION :Asked to coordinate with bank // UTR shared
Communication :Cx did not received refund // refund already initiated // so asked to check with bank // req. to share bank statement in case refund not reflected in given time // cx agreed


ISSUE :Refund not received
ACTION :Requested to wait for 7-10 b.days for refund reflection
Communication :Cx did not received refund // refund already initiated // so asked to wait // debit card reflection tat shared // cx agreed

issue-- cx want to know about refund
action taken- requested to wait 24-48 hrs
communication-- cx want to know about refund // cx already shared bank details // info and tat shared // req. to wait // cx agreed

ISSUE-Want to know delivery details
ACTION-Told that product is OUT FOR DELIVERY // sms sent
COMM-cx want delivery update // asked that OFD // Please wait till 6 PM // cx satisfied

ISSUE--Cx asked about pickup
ACTION--apology done // told that out for pickup
Communication--cx want to know about pickup // OFP // asked to wait till end of the day // CX agreed

ISSUE : Cx want urgent delivery
ACTION : Request taken as specific delivery
COMMUNICATION : Cx want urgent delivery before promised dates // Request taken // Assured will try our best to deliver asap on cx preferred dates


ISSUE :- Customer want to know about refund status
Action taken : Macro sent for NEFT details / CCA DONE
Communication : Asked to share NEFT details // Macro shared // TAT given // Customer agreed




ISSUE : CUSTOMER WANT TO KNOW ABOUT PRODUCT DELIVERY STATUS
ACTION : STATUS IS RTO
COMMUNICATION : INFO GIVEN THAT PRODUCT IS RETURNED TO SELLER ASK TO PLACE NEW ORDER CUSTOMER AGREED

issue- cx want to know about return status
action taken-- asked cx to wait for RPU / TAT SHARES 48 HRS
communication-- cx want info about refund // apology done // asked cx to wait for RPR // tat shared // cx agreed

ISSUE : CX CALL FOR PRODUCT INFORMATION
ACTION : NA
COMMUNICATION : INCOMPLETE QUERY / LANGUAGE BARRIER / ASK CX TO CONTACT AT [email protected] / INFO SHARED / CX AGREE

ISSUE : CX CALL FOR PRODUCT INFORMATION
ACTION : NA
COMMUNICATION : CX DO NOT HAVE THE PROPER ORDER DETAILS

Issue-- address change
Action taken-- address changed successfully
Communication-- cx want to change delivery address // changed successfully // info shared / cx agreed

Issue-- address change
Action taken-- info shared
Communication-- cx want to change delivery address // can't change address after MFG // suggested to cancel the order and place a new order on correct address // but cx don't want to cancel // info shared / cx agreed

ISSUE :-One product is missing- shipped together case
ACTION :-Complaint raised // tat shared 24-48 hrs
COMMUNICATION :cx received only one product // apology done // tat shared 24-48 hrs // cx agreed