Notes

issue- non-connected
action- sms shared
comm.- na/-
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issue- call picked and ended
action- na/-
comm.- na/-
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issue- na/-
action- na/-
comm.- while talking cx ended the call
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issue- call picked and ended after warnings
action- na/-
comm.- na/-
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issue- language barrier
action- asked cx to mail us
comm.- cx wanted me to speak in his language / asked cx to mail us / cx agreed
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issue- cmn rqst raised by mistake
action- na/-
comm.- na/-
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ERROR- call connected and disconnected automatically / no ringing / no voice of cx / voice echo issue
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ERROR- call connected automatically / no ringing / no voice of cx / voice echo issue
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DELIVERY BOY DETAILS NOT AVAILABLE
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FEEDBACK- CX ASKED FOR EARLY DELIVERY ON
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issue- when order will be delivered (SHIPPED)
action- told cx order status, location, courier provider name and ddr / sms shared / requested cx to wait
comm.- cx asked when order will be delivered / told cx order status, location, courier provider name and ddr / sms shared / requested cx to wait / cx agreed
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issue- when order will be delivered (OFD)
action- shared order status / sms shared / requested cx to wait
comm.- cx asked when order will be delivered / shared order status / sms shared / requested cx to wait / cx agreed
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issue- when order will be delivered (PACKED)
action- shared order status, courier provider name,location and ddr / requested cx to wait
comm.- cx asked when order will be delivered / shared order status / requested cx to wait / cx agreed
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issue- when order will be delivered (CONFIRMED)
action- shared order status and ddr / requested cx to wait
comm.- cx asked when order will be delivered / shared order status and ddr / requested cx to wait / cx agreed
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issue- PUC done but refund not credited
action- apology done / TAT shared / requested cx to wait
comm.- cx said PUC done but refund not credited / apology done / TAT shared / requested cx to wait / cx agreed
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issue- PUC done but not update yet (APUC) - (72 hrs)
action- apology done / TAT shared / stage selected / RL Panel filled / pickup boy details taken / requested cx to wait
comm.- cx said PUC done but not update yet (APUC) / apology done / TAT shared / stage selected / RL Panel filled / pickup boy details taken / requested cx to wait / cx agreed
COURIER RECEIPT-
TIME-
NUMBER-
NAME-
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issue- PUC not done yet
action- apology done / RL Panel filled / MACRO shared / TAT shared / requested cx to wait
comm.- cx said PUC not done yet / apology done / RL Panel filled / TAT shared / requested cx to wait / cx agreed
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issue- PUC not done yet
action- TAT shared / requested cx to wait
comm.- cx said PUC not done yet / TAT shared / requested cx to wait / cx agreed
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issue- puc not done yet
action- told cx that status is out for pickup / requested cx to wait
comm.- cx said puc not done yet / told cx that status is out for pickup / requested cx to wait / cx agreed
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issue- previously cx asked raised the request for replacement but asked for refund (IC CHANGE)
action- ic changed / tat shared / macro shared / requested cx to wait
comm.- previously cx asked raised the request for replacement but asked for refund / ic changed / tat shared / macro shared / requested cx to wait / cx agreed
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issue- order delayed (ddr breached )
action- apology done / TAT shared / requested cx to wait
comm.- cx said i haven't received my order yet / order delayed (ddr breached ) / apology done / TAT shared / requested cx to wait / cx agreed
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issue- order delayed (dispatch dates breached )
action- apology done / TAT shared / requested cx to wait
comm.- cx said i haven't received my order yet / order delayed (ddr breached ) / apology done / TAT shared / requested cx to wait / cx agreed
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issue- i want to cancel my order (ORDER CANCELLATION)
action- asked cx to cancel the order on door step
comm.- cx said i want to cancel my order / asked cx to cancel the order on door step / cx agreed
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issue- why my order is cancelled
action- shared the reason with cx
comm.- cx asked why my order is cancelled / shared the reason with cx
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issue- didn't received the order yet (UD)
action- apology done / FNDR Panel filled / TAT shared / requested cx to wait
comm.- cx said that i didn't received the order yet / fake remarks mentioned /apology done / FNDR Panel filled / TAT shared / requested cx to wait / cx agreed
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issue- didn't received the order yet (NO NEED OF FNDR PANEL)
action- apology done / TAT shared / requested cx to wait
comm.- cx said that i didn't received the order yet / fake remarks mentioned /apology done / TAT shared / requested cx to wait / cx agreed
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issue- didn't received the order yet (UD BUT TODAY OFD)
action- apology done / told cx that order is ofd today / requested cx to wait
comm.- cx said that i didn't received the order yet / fake remarks mentioned /apology done / told cx that order is ofd today / requested cx to wait / cx agreed
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issue- didn't received the order yet (UD BUT DUE TO ERROR UNABLE TO FILL FNDR)
action- apology done / TAT shared / requested cx to wait
comm.- cx said that i didn't received the order yet / fake remarks mentioned /apology done / TAT shared / requested cx to wait / cx agreed
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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 cyber cell / MACRO shared
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 cyber cell / MACRO shared
Communication - Information given / customer satisfied
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issue- order cancelled (RTI)
action- apology done / requested cx to re-order same product / assurance given
comm.- cx said why my order is cancelled / (RTI) / false remarks mentioned / apology done / requested cx to re-order same product / assurance given / cx satisfied
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issue- cx received poor quality product
action- apology done / TAT shared / requested cx to wait
comm.- cx said that i am not liking this product and the quality is poor / apology done / TAT shared / requested cx to wait / cx agreed
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issue- cx is facing size fit issues with the product
action- apology done / TAT shared / requested cx to wait
comm.- cx is facing size fit issues with the product / apology done / TAT shared / requested cx to wait / cx agreed
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issue- cx received defective product
action- apology done / TAT shared / requested cx to wait
comm.- cx said that i have received defective product / apology done / TAT shared / requested cx to wait / cx agreed
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issue- cx asked for return (NON RETURNABLE)
action- apology done / politely denied
comm.- cx asked for return but since the product is non- returnable so apology done and politely denied
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