Introduction: will start by greeting the customer and introducing yourself, the company and the department, then confirming the customer's name, and if the time is good to talk finally, confirming the item name and will go ahead with the call.  

Example of a good OB call opening:

Good morning/afternoon/ evening, this is Abdelrahman calling from noon warranty department, I'm I speaking to Mr/Ms (the customer name) is this a good time to talk? I'm calling with regard to the warranty claim raised for the (item name)

Will always ask the customer if he needs more assistance with anything, then thank the customer and greet him/her again

Example of a good OB call closing:

Is there anything else I can do for you today sir/mam, thank you for choosing noon, and have a good day/evening. 

We will always start the call by welcoming the customer and introducing yourself, then offer the assistance

Example of a good IB call opening:

Welcome to noon this is Abdelrahman, how can I help you today? 

Will always ask the customer if he needs more assistance with anything, then transfer him/her to the survey and finally thank the customer and greet him/her again

Example of a good IB call closing:

Is there anything else I can do for you today sir/mam, this call will be transferred to the survey, thank you for choosing noon, and have a good day/evening. 

Proceeding with the OB call without confirming if the time is good to talk

Talking with the customer in a different language from his preferred language 

Not reading the warranty history before calling on OB calls

Not being energetic in the call with the customer 

Speaking casually with the customer and with a lack of respect 

Ending the call without solving the customer's concern 

Not educating the customer properly about the warranty policy 

AFS: after sales  

CFC: customer fulfilment center

WH: Warehouse 

DA: delivery associate 

QC: quality check 

Cx: customer 

OB: outbound

IB: inbound

B2B: business to business 

RTC: return to customer 

RTV: return to vendor

RTO: return to origin 

TBS: troubleshooting 

TR: technical report 

OOR: out of region (the warranty coverage if from different region)

1-Self-service:

After the introduction and call opening, will inform the customer (Your item is covered by the brand service center warranty, and you must approach the SC to complete your warranty request, we will be sending you an email in the same email address registered, this email will contain a link you need to open the link and filter as per the brand country, city and the item brand then approach the nearest SC),

What we need to confirm with the customer: The email address is correct, Type the issue, perform TBS if applicable, confirm and the misuse, 

Zendesk steps: Apply the macro (Direct to SC EN AR).

2-Repeated Self-service:

After the introduction and call opening. (Will ask the customer if the email address is correct, if he received the email, and confirm if he contacted the correct SC by filtering the data as per the customer's information, if the email 
is incorrect will change the email in Zendesk and apply  "direct to SC EN AR"  macro again, if he did not receive the email then will apply the macro and explain to him the process again, if he contacted the wrong SC then will ask him to approach the correct SC as per the correct data after filtering, apply the macro and close the ticket), ***if the SC rejected "refer to the repeated claim process". 

What we need to confirm with the customer: The email address is correct, Type the issue,the customer phone, perform TBS if applicable, box and the accosories confirm and confirm if there is a misuse, 

Zendesk steps: if the customer failed to receive the email or did not know how to use the link or he contacted the wrong SC, then we will educate the customer again about the process for the direct to SC and apply the macro " direct to SC EN AR" ,  IF THE CUSTOMER WAS ALREADY ABLE TO REACH TO THE SC AND IT WAS REJECTED BY THE SC THEN WE WILL PROCEED AS PER THE REJECTION REASON.

3-(Bulky item)Technician visit:

Self-service we will proceed as per the Self-service scenario, Logistics-assisted we will change the status to (Technician visit)

What we need to confirm with the customer: The email address is correct, Type the issue,the customer phone, perform TBS if applicable, box and the accessories confirm if there is a misuse. 

4-Extra:

No need to refer to the dashboard,  will apply the macro "Extra claim AR or EN"  and change the status to Direct to SC ,

What we need to confirm with the customer: The email address is correct, Type the issue,the customer phone, perform TBS if applicable, box and the accessories confirm and confirm if there is a misuse,  we will explain the process that the customer will be receiving an email he needs to open the link ,  and it will take him to Extra page he needs to download the file "XSLX" and then filter as per the brand and the region and contact the SC.

5-Low value:

Low-value self-service will proceed as per the self-service scenario, for Logistics-assisted we will inform the customer that we are raising a request to refund him the amount within 3 working days, and apply the macro (Low value  refund_ no SS)

What we need to confirm with the customer: The email address is correct, Type the issue,the customer phone, perform TBS if applicable, box and the accessories confirm and confirm if there is a misuse, 

6-Logistics-assisted:

We will apply the maco "Logistics assisted-pick up" will communicate all the information and ask the customer all the questions in the macro, then we will change the status to "Logistics assist-AW generate".

7-When can we raise escalation ticket for the customer:

Pickup delayed, repeat claim "customer does not want to proceed with the warranty process again", delay in returing the item 'RTC", refund delayed, customer unhappy with the warranty resolution " repair, replacement, refund, etc",  TAT has breached, delay in technician visit, other, service center rejection, swap shippment, wrong amount refunded, wrong SC details shared, missing item, goodwill refund delay"

Zendesk steps: select the correct form, apple the macro "new escalation warranty"

1st recording:
Introduction/ tools & systems

2nd recording:
Processing warranty claim in Zendesk

3rd recording:

Logistics assisted 

4rth recording:

Serviceability and seller SOP

5th recording:

Repeated claim and escalation form