On the final day of training, we will start by summarizing the modules covered on Day 1 and Day 2. Following this review, we will proceed with the Day 3.
1. Review and Questions:
- Recap key points from Day 1 and Day 2.
- Conduct a Q&A session to address any questions related to the previous modules.
2. Calling Scripts and Buddy UP Session:
- Introduce the calling scripts.
- Engage in a buddy session where participants listen to live calls handled by experienced executives. This will help them understand system checks and common customer concerns.
3. Mock Call/Test Call Session:
- Conduct mock calls or test calls to assess call handling skills and process knowledge.
4. Email Communication:
- Share the standard email formats.
- Ask participants to draft emails for various scenarios such as order status inquiries, cancellations, refunds, and delayed orders.
5. Usage of Sheets:
- Explain in detail the usage and importance of each sheet for resolving queries.
- Discuss the timelines for providing resolutions to customers.
6. Complaint Handling:
- Emphasize that all complaints must be routed directly through email, and no resolutions or complaints will be addressed over calls.
7. Loyalty Points:-
1. We offer loyalty points to our customer that can be utilized towards their next purchase. Customers earn 1 Crew Coin (loyalty point) for every Rupee spent on their purchase. For every 50 Crew Coins collected, customers receive Rs. 2.
2. These coins can be redeemed on purchases of Rs. 10,000 and above only, and they cannot be earned or used during sale purchases .
3. Customer can redeem their coins by following this process.
3.1:- Register/login onto our Loyalty Program page with your email ID.
3.2:- Click on 'Ways to Redeem' to redeem your coins.
3.3:- Once they redeem Crew Coins they will receive a coupon code which you can claim on your next purchase.