Handling Irregular Occurrences and Ad-Hoc Customer Requests

Case Description

The customer has made a request or inquiry that does not have a predefined SOP in the help center.

General Verbiage

English:
"I can certainly assist you with this. Let me take a closer look at your request and provide the best resolution."

Arabic:
"بالطبع يمكنني مساعدتك في هذا الأمر. دعني أتحقق من طلبك وأقدم لك الحل الأنسب."

Resolution Steps

Step 1: Initial Assessment

1. Understand the Inquiry:

   • Ask clarifying questions to gather all necessary details.

   • Confirm the information with the customer to ensure clarity.

2. Search for an Existing Solution:

   • Check available resources such as:

     • Knowledge base (Help Center)

     • Standard Operating Procedures (SOPs)

     • Admin Portal

     • Policy Terms and Conditions

3. Consult the Team Leader (TL) if Needed:

   • If the solution is unclear or unfamiliar, escalate to the on-floor TL for guidance.

   • If the TL provides a solution, proceed to Step 2A.

   • If no immediate solution is available, proceed to Step 2B.

Step 2A: Providing a Real-Time Resolution

1. Confirm and Communicate:

   • If the TL or existing resources provide a solution, share it with the customer in a clear and professional manner.

   • Ensure the customer understands the steps or actions required.

2. Document the Case in CRM:

   • Include:

     • Issue description

     • Collected data (EID, DL, dates, values, etc.)

     • Screenshots (if applicable)

     • Source of information provided to the customer

     • Whom you tagged or consulted

3. Close the Case:

   • Once resolved and confirmed by the customer, close the case in Dynamics 365 CRM.

Step 2B: No Immediate Resolution Available

1. Acknowledge and Assure the Customer: English:
   "Thank you for bringing this to our attention. I will consult with the concerned team to ensure we provide you with the best solution. Rest assured, I will keep you updated throughout the process."
   Arabic:
   "أشكرك على إعلامنا بهذا الأمر. سأتواصل مع الفريق المعني للتأكد من تقديم الحل الأنسب لك. أؤكد لك أنني سأبقيك على اطلاع طوال العملية."

2. Provide a Follow-Up Timeframe:

   • Inform the customer that you will follow up within 2-3 hours.

3. Escalate Internally:

   • For Presale Issues (e.g., quotes, pricing, payment): Escalate to the relevant Slack channel (e.g., ops generic, ops integration, visit visa ops).

   • For Aftersale Issues (e.g., policy-related inquiries): Assign the case to the L2 Team for consultation with the insurance company.

4. Document the Case in CRM and Slack:

   • CRM:

     • Steps taken

     • Internal escalations

     • Final resolution

   • Slack:

     • Case number

     • Issue description

     • Collected data (EID, DL, dates, values, etc.)

     • Screenshots (if applicable)

     • Tag the responsible person (if applicable)

Step 3: Post-Submission and Follow-Up

1. Monitor the Case Progress:

   • Ensure all escalated cases are resolved within the appropriate TAT (Turnaround Time).

   • Provide updates to the customer if delays occur.

2. Recommend SOP Creation if Needed:

   • If the issue is recurring, suggest creating a new SOP or Help Center article to improve efficiency.

3. Close the Case:

   • Once the customer confirms satisfaction, close the case in Dynamics 365 CRM.

Important Notes

• Consult the TL: Always seek guidance from the TL when unsure.

• Document Everything: Maintain thorough records in CRM for transparency.

• Maintain Professionalism: Ensure clear, professional, and customer-friendly communication.