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In case customer connects for product installation request
In case customer connects for product installation request
Cx requesting for product installation and uninstallation should be provided on chargeable basis. While raising request for installation ensure to have below mentioned details before moving that case to "INSTALLATION " group.
Product model no. (not blocker)
Customer consent to pay charges (refer below mentioned table)
Area and pincode (mandatory)
Inform customer proactively, if location falls under upcountry area, there would be additional charges that would be confirmed by technician at the time of visit.
If customer provides all details real time.
1.Assign this to the service partner as per serviceability mapping sheet.
2. Inform that technician will connect within 24-48 hrs.
3.Inform customer proactively, if location falls under upcountry area, there would be additional charges that would be confirmed by technician at the time of visit.
Ensure to fill all FD field to assign service partner to the installation request.
If customer is taking time to share the details.
If customer is taking time to share the details.
Inform customer to share details on priority so that complaint can be processed further.
Group: Follow up
Pending on: Follow up D1
Sub code: Required subcode
Status: Pending
If customer connects on existing installation request update.
Ask for required details if it is pending on.
Take required action to proceed further as per SOP which generally requires SP alignment.
In case area pincode is non serviceable location for installation:
Ask customer to check locally to get the product installed if he agrees.
Share the youtube video link with customer to refer and self-install the product which is quite easy.
Still cx asks for technician to install the product then real time ask for the service partner whom to assign the ticket with the SPOC. Do not park case in pending unnecessarily.
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