Opening : 

Good Morning/Afternoon/Evening Welcome to Shiprocket. My Name is _. How may I help you?

Scenario:- Seller called regarding the first pickup scheduled date crossed and shipment pickup got delayed.

System Check:-

1) Click on the link from the spark for AWB details or incase link not clickable { Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. in  shadow fax cases) }

2) Confirm Shipment details > Check Shipment status > Click on View details  > Click on Shipment TAB

3) Check Pickup scheduled date and confirm with seller.

Apology Statement: "I am sorry for the inconvenience caused to you regarding this shipment".

Assurance Statement: "Dont worry, I will definitely help you regarding this issue".

Information:-

Important checks (validations) to be done on call with seller/shipper and Call Flow as mentioned Below:

Pickup TAT to be Shared( In case call received ):-

Before 1 PM : Ask seller to wait for same day EOD for the pickup attempt.

After 1 PM : Ask seller to wait for next day EOD (except sundays and holidays) for the pickup attempt.

Pro-active information:

Verbiage:-

Further assistance :- 

Is there service related anything else I can help you with ?

Closing :-

Thank you for calling Shiprocket. Have a nice day.


Alternate Path to check about the Delay in Pickup:-