Notes

surya bhatt//11081



https://docs.google.com/forms/u/0/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse(call drop)

http://182.75.250.82:85/Employee_Attendance.aspx?FID=1FqyA7pz7v0=


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



Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284



Calls Not Connected -




Call Me Experiment //Call didn't connect to Customer SMS send //


Call Me Experiment //Customer didn't required callback.//


call me experiment // cx request for call back by mistake




call me experiment // cx drop call //



call me experiment// cx didn't responded after 3 warnings call disconnect //



call me experiment //cx don't use Hindi /English //asked to drop e-mail for help //




Issue - Customer ask about Product INFO
Action- info shared
Communication - Information given as per pdp // customer satisfied //
___________________________________________________________



Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared
Communication - Information given // customer satisfied //
_____________________________________________________________________________________




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 //
__________________________________________________________



Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //


______________________________________________________________________________________________

Issue - Customer ask about delivery details// fast delivery required
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 // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________

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




Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // FNDR not filled // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
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 (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (OFD)
Action - Courier partner number shared // Tat shared till end of day // courier partner shared //
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 //
__________________________________________________________________________________________________________________________________

PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
___________________________________________________________________________________________
______________

Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72 hrs
Communication - Information given // customer satisfied //
courier boy no:-
name:-
courier receipt :-
_____________________________________________________________
____________________________________________



Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
replacement status
issue:-want return info //
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________________
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 //
_________________________________________________________________________________________________________
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)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
__________________________________________________________________________________________________________________________________
RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________




Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs as NO RPI yet//2 3 days tat sahared for
PUC
Communication - Information given // customer satisfied //




________________________________________

Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 2 3 DAYS tat shared for PUC as already RPI
Communication - Information given // customer satisfied //


_________________________________________________________________________________________________________
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - empty parcel case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied /
_________________________________________________________________________________________________________
Issue - item shipped together case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied //
____________________________________________________________________________________________________________________________________

REFUND -
Issue - Customer asked about refund status
Action - INf 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 // inf given //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared 5 /7-10 BS days // 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 //
_________________________________________________________________________________________________________
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 //
_______________________________________________________________________________________________________________________________

FRAUD CALL -



Issue - Customer asking about Customer Reported Refund fraud Via 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 //






Issue - Customer asking about Lucky Draw call/Scam 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 /