Notes

*What should be the correct sequence of the following while handling a chat = ECADBF

*If the delivery partner cannot deliver the order due to any emergency/reason, what should be done = We should inform the customer about the same and apologize for the poor experience. Attempt to re-assign the delivery partner and if this is not possible inform the same to the customer and cancel the order. Also proceed with waiving of the penalty charges if applicable

*After initiating Leave Order Flow on the App ,delivery partner needs to upload a picture of _________ and __________ = Location and Food parcel confirming delivery

*Customer reports on chat that the restaurant partner informed them that few items in the order are out of stock and is asking for cancellation of the order. What should the agent do. Arrange the steps in chronological order = CBAD

*Replacement of meal is not applicable in which all scenarios = Time is post 10pm,Gift orders,Combo/thali Orders,Poor quality concerns.

*Why is it important to escalate any kind of threat to customer to SOS = Both

*What leads to a good quality chat. (Select all relevant options = Understanding the customer query and apologizing for any inconvinience caused,Proper opening to the chat acknowledging customer's concern,Resolving the chat after providing a proper resolution.

*Do we have the option for CX logout from all the devices he has installed and Logged in with his Zomato ID = Yes

*Do we offer Promo Code for Missing Items and FND cases = Yes

*In case Associate needs to compensate for INR 1700, which of the below steps he needs to follow = Need approval from SME/TL before promising the compensation,Need to add PN with the SME/TL name who approved the compensation.

*If the delivery partner faces vehicle issues, can they transfer the order to another delivery partner from their Z App = Yes

*If the delivery partner faces vehicle issues and is unable to transfer the order to another DP then what will you inform the DP = Please get in touch with your Support Team

*If the order has not been delivered even after 10+ minutes post EDT, and the DP is not picking up. Can we reject the order or not = Yes

*In case of heavy rain and bad weather if the Delivery Partner is not able to deliver on time? What will you inform the CX = The delay is due to adverse weather conditions and the DP is trying their best to deliver the order at the soonest

*There is delay on the order as the DP met with a minor accident and the order is intact, what will you ask the DP to do in such cases = Please transfer the order to another DP from your Z app,Please get in touch with your Support Team if you are not able to transfer.

*If the distance between the restaurant and the CX location is 15KM and and the DP is a bike rider will you ask the DP to deliver the order or not = Yes

*If the distance between the restaurant and the CX location is 15KM and and the DP is not ready to deliver the order, what will you do = Reject the order under "Long Distance Delivery"

*Customer ordered a sweet dish and received the order as shown in the image. Whom will you attribute it to = Restaurant

*Customer complained that he received smashed pizza, what will you do = Image is verifiable, we will compensate the customer as per policy

*How can we check if the image shared by the customer has exceeded the threshold of 6 hours = The background color of the timestamp will turn red post 6 hours