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Introduction-
(3%) Opening: - Namashkar, mera naam <Akash> hai or mai Flipkart se call kar raha hoon. Kya meri baat <Rahul> se ho rahi hai?
{Only for Plus member}: Aage badhne se pehle main aapko Flipkart Plus member ban ne ke liye dhanyavaad karna chahuga/chahungi.
Recently aap ne Flipkart per call me back request raise ki thi.
Toh, kya yeh aapse baat karne ka sahi samay hai?
Dhanyawad.
Jaise ki mai check kar pa raha hoon, aapka last order ka hai <Samsung galaxy>. Toh kya aap isi product se related jaankari lena chahtey hai?
Dhanyawad, Toh aap bata sakte hai iss product se related mai aapki kya help kar sakta hoon?
• (6%) Paraphrasing: Jase ki mai samajh paya hun ki aap apne order se related jaankari chahtey hai, ki wo kab tak aega.
• (5%)Empathy: Mai samajh sakta hu ki apka order aapke leay kitna important hai. Or aap iske milne ka wait kar rahe hai. Agar aapki jagha mai hota/hoti toh mai bhi issi tarah order k milne ka wait karta/karti.
• (5%)Apology (if required): Mai maaifi chahta / chahti hun aapke is issue k leay.
• (5%)Assurance: Aap bilkul nishchint rahen, mai iss call per aapki puri help karuga/karugi.
HOLD / UN-HOLD
(6%) HOLD: Jaankari check karne ke leay kya main aapki call ko 1-minute hold per rakh sakta/sakti hoon?
Dhanyawad, please line per he raheay.
UNHOLD: <Rahul>, hold per baney rehne ke leay dhanyawad.
Self-serve: - (2.5%)
Provide self-serve to cx in below scenarios:
Order status check & Priority delivery.
Order cancellation
Check wallet balance
Address change
Return creation
Pickup address change (this option is available only at the time of return creation)
COD Refund to NEFT
Invoice request
Offers applied
Refund Details
Cancel Return
CALL CLOSING - 3%
FURTHER ASSISTANCE: Iske alawa aap or koe jaankari lena chahtey hai Flipkart se related?
Dhanyawad.
CSAT: Aapka feedback humare leay bahut mehatwapooran hai. Kripya iss call ke baad milne wale email survey dwara aap humari baat cheet ke anubhav ko zaroor share karein.
Flipkart se shopping karne ke leay dhanyawad. Aapka din shubh rahe.
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