1. As discussed, below mentioned script has to be use as a rebuttal when the “senior/L2” is not available to take the transfer calls-
Hold Script -
If seller ask insist for the Senior
1st rebuttal
English:
Sir/Mam, I can surely transfer your call to my senior however ,they will also provide you the same resolution which Iamtrying to provide you.
Hindi:
Sir/Mam, Main aapki call apne senior ko transfer kar deta hunpar senior bhi aapko yehi resolution denge jo main aapko dene ki koshish kar raha hun.
If seller insist for the Senior, call be transferred to the Senior
Incase Senior is busy
English:
Sir/ Mam, currently seniors are busy in taking other seller’s call and this may take some time, can I arrange a call back for you, it will be done immediately upon the availability of the senior.
Hindi:
Sir/ Mam, abhi humare senior dusre sellers ke call mein vyasthai, is mein thodha time lag sakta hai, kya main aapke liyecall back arrange kar sakta hun, jaise hi senior free honge who aapko call kar lenge.
If Seller agree then arrange the call back and share the details with L-2 desk
If Seller do not agreed then
English:
Sir/Mam, surely you can hold the call while I check the availability of the senior and transfer the call, this may take some time. Incase the call gets dropped in between you do not have to worry as we will surely call you back.
Hindi:
Sir/ Mam, jaise hi humare senior available hote hain main apki call transfer kar deta hun, is mein kuch samay lag saktahai. Agar aapki call beech mein disconnect ho jati hai to chinta mat kijiyega hum aapko call back Karenge.
Ticket treatment- ops resolved -
2. The agent will add notes to the existing “ops resolved” tickets in case the seller is calling for the same concern.
3. The agent in such cases should not create a new ticket but should add the notes in the existing “ops resolved” ticket.
4. In such cases if the agents need to reassign the case then the agent can add notes in the same ticket and further change the ticket status to pending if the issue remains unresolved.
5. Tickets should not be escalated without complete details.
6. Tickets should not be left open in case FCR tickets.
7. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
8. POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)
9. Damage status on ICRM :- if the ICRM has status damage in intransit & product is neither perishable nor fragile, almost 90% of the orders are connected for origin due to poor packaging issue but Damage status can not be changed if AWB has been billed or in post bill status. (need to make seller understand where seller raises query for damage claim in intransit. example ( agent shares status as order is moving to origin but damage status can not be changed due to damage status)
10. After merging the tickets, the agent will recheck the ticket categories to ensure correct SPOC is assigned along with correct categories are selected.