Notes

http://ess.competentsynergies.com:85/

http://172.16.201.107:8080/agent-dashboard/ob.php

https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform

Callme experiment //Call didn't connect to cx SMS send // CMN

Callme experiment // cx not using English & Hindi // CMN

Callme experiment // call drop by cx // CMN

Callme experiment //cx didn't required callback.// CMN

Callme experiment // call drop by cx and cx not responding on call // CMN


ISSUE- cx wants to change delivery address
ACTION- request for address
COMMUNICATION- confirmation address // edit addresses // ask wait order deliver new address // cx agree // CMN


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 //
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 //
Communication - Information given // customer satisfied //


ISSUE- cx wants to know product
ACTION-share information
COMMUNICATION- ask good quality // if any issue then return product wiyh in 7 days // share review // ask rating of product // quality // cx agree // CMN


ISSUE- cx wants know about product price //return policy // confirmation order //promo code //
ACTION - share information
COMMUNICATION- share all information //ask 7 days policy // regarding discount // dispatch charges // cx agree // CMN


ISSUE- cx wants to know delivery date
ACTION- share information
COMMUNICATION- share delivery date // sent sms tracking // DDR shared // cx agree //CMN


ISSUE- cx wants to know delivery date delay
ACTION- share information / take request
COMMUNICATION- share delivery date // DDR shared //share expected date // apologies done // ask wait for update// tat share 24 -48 hrs.// cx agree// CMN


ISSUE- cx wants to urgent delivery of product
ACTION- request for specific delivery
COMMUNICATION- take request // mention date // ask wait will try for delivery // DDR share // cx agree // CMN


ISSUE- cx ask about delivery details
ACTION- share information
COMMUNICATION- Same day OFD // share number courier boy // ask to wait // cx agree //CMN


ISSUE- cx ask about delivery details
ACTION-share information
COMMUNICATION-order undelivered on previously // Same day OFD // ask to wait // cx agree //CMN


ISSUE- cx ask about delivery details
ACTION- share information
COMMUNICATION- Order not dispatched //apologies done // tat shared 24-48 hrs // ask to wait // cx agree // CMN


ISSUE- cx ask about delivery details
ACTION- share information
COMMUNICATION- item stuck case// tat shared 24-48 hrs // ask to wait // cx agree // CMN


ISSUE- cx ask about delivery details
ACTION- share information
COMMUNICATION- UD mark Out of Delivery Area // FNDR not filled // tat shared 24-48 hrs askk cx to coordinate with courier partner for self pickup //cx agree //CMN


ISSUE- cx ask about delivery details
ACTION- complaint taken
COMMUNICATION- UD mark // FNDR filled // address confirm // tat shared 24-48 hrs //cx agree //CMN ( shipper delay , aout for delivery area . miscellaneous FNDR not fill )


ISSUE- cx ask about delivery details
ACTION- complaint taken
COMMUNICATION- share information // stuck order in one location// ask wait // apologies done // tat share 24-48 hrs.// cx agree // CMN


ISSUE- cx didn't received order but status shows delivered
ACTION- complaint taken
COMMUNICATION- apology done //pod not shared// ask to wait // tat shared- 6 days for POD // ask reward back of mail // //cx agree // CMN


ISSUE- cx wants to return the product
ACTION- complaint taken
COMMUNICATION- share information // ask replacement or refund // apologies done // ask wait // tat share 24 -48 // cx agree //CMN


ISSUE- shipped together
ACTION- complaint taken
COMMUNICATION- confirm order // apologies done // one product received , one product not received // payment both products // ask wait // tat share 24- 48 hrs.// cx agree // CMN


ISSUE- cx asking about order pickup
ACTION- take request / rescheduled request
COMMUNICATION- RL filled // tat shared 2-3 days // cx agree //CMN


ISSUE- cx asking about order pickup
ACTION- take request
COMMUNICATION- //share information // OFP // ask wait end of day // cx agree //CMN


ISSUE- cx asked about refund status
ACTION- request taken
COMMUNICATION- share information // tat shared 24-48 hrs.// cx agree //CMN


ISSUE- cx asked about refund status
ACTION- request taken
COMMUNICATION- share information //refund initiated but not yet reflected //ask share bank statements // complaint raised // TAT shared 24-48 hrs.// cx agree// CMN


ISSUE- cx ask refund after cancellation (payment status failed )
ACTION- request taken
COMMUNICATION- payment deducted but order not confirmed // bank update for refund // Tat shared- 72 hrs.// cx agree// CMN

ISSUE- cx wants to replace the order
ACTION- complaint taken
COMMUNICATION- take request // ask wait // tat share 24 -48 update // cx agree // CMN


ISSUE- cx ask , why was my order cancel ?
ACTION- share information
COMMUNICATION- given info // ask cx to place fresh order // cx agree //CMN

ISSUE- cx want to cancel his order
ACTION- request for cancellation
COMMUNICATION-order cancelled //ask wait for notification of cancel order // cx agree //CMN


ISSUE- cx want to cancel his order
ACTION- request for cancellation
COMMUNICATION-order shipped // ask cx to refuse at door// cx agree //CMN


ISSUE- cx ask about empty parcel
ACTION- complaint taken
COMMUNICATION- apologies done // share information // ask wait // UT form share with in 7 days // ask fill form and send it // ask wait update for order related // cx agree // CMN


ISSUE- cx asked about replacement status // refund status
ACTION- share information
COMMUNICATION- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .// cx agree //CMN

ISSUE- cx ask courier boy extra charges
ACTION- take complaint
COMMUNICATION- apologies done // ask coordinate courier boy // raised complaint // tat share // cx agree // CMN