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issue:-
action :-
communication:-
cisco id :-
-----------------
issue:-Call didn't connect to cx//
action :- cmb msg sent
communication:-N/A
----------------
ORDER WITHIN SLA
issue:- cx asked about the order status
action :- dispatch sms sent//info shared //live tracking status shared
communication:- dispatched date &delivery date shared //
--------------
OUTSIDE SLA
issue:-order late beyond promiss date
action :-COMPLAINT TAKEN
communication:- /INFO SHARED apologies to cx //TAT shared 24-48 hrs for update // ask cx to wait // cx agree //
-----------
SPECIFIC DELIVERY DATES
issue:-cx want delivery before promise date
action :- request taken
communication:- SPECIFIC DELIVERY DATE PANAL FILLED //
-------------------
issue:-cx not using hindi/eng
action :-N/A
communication:-ask to cx pls share your concern on [email protected]
------------------------
issue:-no response from cx// call disconnected after warnings//
action :-N/A
communication:-N/A
-------------------
DELIVERY ADDRESS CHENGE
issue:-cx want to change delivery address
action :- address updated//
communication:-detail shared with cx//so do as per cx VOC //cx agree
-----------
FROUD
issue:- FRAUD call
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 wants to know about ORDER STATUS //
action :-N/A
communication:-detail shared /rto marked// ask to cx pls place new order // apology done//
cx wants to know about refund ask to cx pls wait 24-48hrs for update and amount will be reflect with in 5bd after initiate// cx agree
---------------------------------------
issue:- cx asked about delivery status
action :- N/A
communication:- Same day OFD //ask to cx pls wait till end of the day// cx agree
-------------------
issue:- PDWP case
action :- complaint taken
communication:-ask to cx pls wait 6 days//apology done//cx agree
-----------------------
issue:- cx asked about delivery status //PRODUCT IS UNDELIVERED
action :- address confirmed and updated//FNDR filled
communication:-apology done // TAT shared 24-48hrs//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 know about refund//
action :- compaint taken//tat breached// macro shared
communication:- detail shared refund already initiated but cx didn't receive//
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