Notes

Opening

Hi, my name is Pawan, I will be assisting you.

Hi, I'm Pawan and I am here to assist you.

Hi, myself Pawan and I will be assisting you today.

Hello. I'm Pawan and I'm happy to assist you with your query.


EXOTEL Password = Mypassword@321

For delay

I know it's annoying for you, it would have been for me as well but this is no reason to make you wait for so long. I deeply apologize. I will forward this issue to the concerned team right away.


Regret Statements
I know the hassle you had to go through on this order, it causes immense disappointment in us. We are truly sorry for what has happened, Let me go ahead and process XXX

I know the hassle you had to go through on this order, it causes immense disappointment in us. We are truly sorry for what has happened, May I go ahead and process a coupon worth INR 55 to you? (Asking confirmation on coupon)

Ravinder, a refund of INR 243 has been initiated to your account and should reflect in the account within few minutes.
(Refund)


You deserve only the best service, I am shocked that this has occurred on your order and please count on me, I will go above and beyond to help you on this one, As a token of apology XXXX

I know what it feels like to be waiting for an answer, we are sorry we put you in this scenario, we totally did not live up to the standards. To help make it better, I can XXX

I am rather disappointed with the experience we have provided you. We hear all our customer complaints and work on them. To achieve that, I will pass on this feedback to the concerned team and review their activities. (FEEDBACK OF COMPLAINTS)

It’s perfectly understandable that you’re very upset about what’s happened. Rest assured, we'll take this up internally and share strong feedback with the concerned team to take corrective measures to minimize such instances in the future. (FEEDBACK OF COMPLAINTS02)


For further assistance regarding this issue you are required to send us an email to our support email address: [email protected].

I request you to refrain from using profanity during this conversation, as this is a professional platform and everything is being recorded. I understand that this has been frustrating for you, however, the use of such language will make me uncomfortable and force me to discontinue this conversation. (in case cx is abusing)

Hi! May I place your chat on hold for 2 minutes to check what best I can do for you regarding this order? (hold)

I request your permission for allowing me to place your chat on hold for a few minutes while I checking the same. Is that okay? (hold)

Appreciate your patience staying online. (Thanks for staying online)


It is taking longer than usual, request you to please bear with us for 2 more minutes while I try and get this done for you. (hold)

I apologize surely for the inconvenience caused to you.

Swiggy never wants to loose valuable customers like you, these instances are not usual, however we will work on such issues and will strive to provide you the best services possible. ( assurance)

Vijay may I cancel this order for you and process refund back to you than you can place a new order from your end? (Probing to cancelation)

Thank you for giving me a chance to assist you today. I hope I tried my best to resolve your query and provided the resolution for the same. It would be great if you spare a moment to rate this conversation once I close this chat. It will help us to learn more and serve you better. (Closing)


Thank you for reaching out to us have a nice day. (Closing)

Hope we were able to help you today. Feel free to reach out if any further assistance is required. Thank You for chatting with Swiggy! (Closing)

It was pleasure assisting you! Please spare a moment to rate this conversation. Thank you for choosing Swiggy! (Closing)

As a token of apology from our side due to the inconvenience caused to you, I am able issue you a coupon of Rs 113. The coupon is valid till 30 days. The coupon can be used to place an order from any restaurant on the Swiggy food platform except for Domino's COD order and POP orders. The coupon is a one time use coupon and is only applicable to the item value. The coupon cannot be clubbed with any other coupon. The coupon can be found in the offers section of your application. Shall I proceed with the coupon?

Hi, I see that you have raised a concern towards order status. May I place your chat on hold for 2 minutes while I give you the exact information about the same ( opening statement).

<Name> , I had a conversation with the delivery partner and he has informed me that your order is delivered. (delivered)

I apologize for the unpleasant experience which you had faced being a valuable member of the Swiggy family. (assurance)


Please be rest assured, I will try my level best to help you for the same concern. (assurance)

It's taking more time than usual. May I place your chat on hold for 2 minutes to check this for you.


We are looking for a Delivery Partner to bring your food to you without delay. In the meantime, your food is already being prepared. Please don’t worry. We are on it! (Looking for DE)


We are looking for a Delivery Partner to bring your food to you without delay. In the meantime, your food will be prepared. Please don’t worry. We are on it! (Looking for DE)2

We are looking for a Delivery Partner to bring your food to you. Please don’t worry. We are on it! (Looking for DE)3

Paul I am glad to inform you that we just assigned a delivery partner to your order. (Assign DE)

Since the delivery partner was unwilling to deliver <mention reason>, please let us know if we can go ahead and check the availability of an alternate delivery partner. (REASSIGNED DE 01)

I'm extremely sorry for the delay, I tried reaching the delivery partner to understand the issue, however, there is no response. I do not want to keep you waiting, hence I have reassigned another delivery partner to pick this order for you. (REASSIGNED DE)


Hold statements

Let me place this chat on hold for 2 minutes as I dig in and get back to helping you with the Status/post delivery issues

Apology statements

Before even attempting to explain, we would like to offer an apology for the inconvenience this may have caused, without getting into the merits of the case. At Swiggy, customer satisfaction is something that we take very seriously and would never compromise under any circumstances.

Nothing grieves me more when I am unable to gratify a well-respected customer in the manner it was expected.

Customer Satisfaction is the only point of my job, and despite all my wishes to gratify for this issue you had, I regret to say that I have no options for the same available with me.

I am equally disappointed and feel the same kind of pain to be honest. We assure you to serve you better henceforth.

I apologize but we would not be able to give a fixed time frame however we will try our best to deliver the order at the earliest.
(not fixed time)

Rahul, it seems all our delivery partners are busy at the moment. No worries, we will try again to check any available delivery partner. I request you to wait as our team will try to resolve this. My apologies for this! Also, you can track your order from the app by clicking on "Account" and selecting the order that you would like to track.


I am sorry to inform you that as it is dominos order you would have to contact the outlet as we do not have an option to edit from our end.
(Dominos)

C-SI-NG - SI - Not Granted.

C-SI-NG-SON - SI - Not Granted - Shared outlet no. (if cx disagree)

Atharva I regret to inform you that we are unable to process your request as MCDONALD’s does not have such provisions. (MCDONALD’s )

SI - Swiggy POP/Dominos/McDonald's (Comment)

I have sent the invoice to your email id and you will receive it within 72 Hours.


We will share your feedback with the dedicated team so that they can take further action without delay to minimize such issues. (Delay issue)

The cost of the item is INR 110 do you want to add this item in your order?

Do not worry please select an alternate items from the restaurant and I will edit your order.


Good news! Your food is already being prepared. We assigned delivery partner to your order.

Upon cancellation, a cancellation fee of Rs. XX will be levied on this order. This is to compensate restaurants through a standard policy as soon as the order is placed. You can check the details of our policy in the link below: https://www.swiggy.com/refund-policy
Do you want to proceed with the cancellation? (Cancellation)


<<< 𝐅𝐎𝐑 𝐂𝐎𝐃>>>
Upon cancellation, a cancellation fee of Rs. XX will be levied on your next order. Also, your COD option might get blocked. This is to compensate restaurants through a standard policy as soon as the order is placed. You can check the details of our policy in the link below: https://www.swiggy.com/refund-policy
Do you want to proceed with the cancellation? (Cancellation)


Hey sorry for the delay. We are currently facing an issue with your Delivery executive assignment, our best minds are working on it. We would request you to kindly allow us some time. (ISSUE TO ASSIGN DE)

𝑽𝑬𝑹𝑩𝑰𝑨𝑮𝑬 𝑭𝑶𝑹 𝑷𝑰𝑻𝑪𝑯𝑰𝑵𝑮 𝑨 𝑪𝑶𝑼𝑷𝑶𝑵:
𝐕𝐞𝐫𝐛𝐢𝐚𝐠𝐞 𝐛𝐞𝐟𝐨𝐫𝐞 𝐭𝐡𝐞 𝐜𝐨𝐮𝐩𝐨𝐧 𝐢𝐬 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐝:
I can get you a coupon for Rs. 32 to make up for the hassle. It is a 30-day valid one-time-use coupon eligible for the item value only. You can use it to order from any restaurant listed on Swiggy. (not valid on Dominos COD orders) No other coupons can be clubbed with it. Please find the coupon in the offers section of your app. May I go ahead with it?


𝐕𝐞𝐫𝐛𝐢𝐚𝐠𝐞 𝐩𝐨𝐬𝐭 𝐭𝐡𝐞 𝐜𝐨𝐮𝐩𝐨𝐧 𝐢𝐬 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐝:
Great! I am going ahead and adding INR <XX> to your account as a coupon <<COUPON CODE>>. You can find the same displayed in the offers section of your app. I hope I have been able to help.