Good article https://acquire.

io/blog/customer-service-process/

https://acquire.io/blog/design-chatbot-scripts-step-by-step-guide/

https://acquire.io/blog/design-chatbot-scripts-step-by-step-guide/

How does the role of Bolt Support Solutions Specialists connect to your passions and interests?

I have been in customer care field since last 10 years in different industries including Hotel, Telecom. My
nature is also apt to support other in my daily life also. This passion of helping in routine life when
comes to support specific group of customers, increases my interest and passion.

2. Prepare a self-help article for Bolt Drive users that answers the question: where can you drive the
rental car? You can imagine any kind of answer to the question. The maximum character count is 1500.
3. If you had to make a decision but did not have all the necessary data, what would be your
approach?

In this case, we need to first see the target of decision. I will follow the following steps.

1. What are organizations goals so that decision should be done under this umbrella.
2. What I need to achieve from a decision.
3. What are the available data although not enough.
4. I will see if there is any alternative data. key for right decision is the right data even if this is less
in volume.
5. Use the other methods to make decisions. This might include.
a. Walkthrough experience becoming customer of Bolt.
b. Creating different scenarios as per the results.
c. Analyzing the results as per the target that I want to achieve from the decision.
6. Interviewing the real customers. I can become the captain and can request for some information
from customer regarding real problems

Once all of the above are done, I can take decision and then follow up the decision.

4. A support process is a step-by-step instruction used by customer support agents. Such processes
guide the agents on how to solve the users’ issues. If you had to improve a support process, what would
you do? Process improvement may include bettering agents performance, reducing operational costs, or
targeting a specific KPI (eg. user satisfaction).

There are two aspect in this case. First you will do the diagnostic testing studying the AS IS system. This
will tell you either you need.

1. Business Process/Quality improvement (BPI or BPQI) or

2. Business process reengineering (BPR)

In case of quality improvement, we will follow the below approach as per six sigma best practices.

 Study the users requirements with specific focus on Bolt Business objectives.
 Identify the gaps in users expectations keeping in view the Bolt policies.
 Fine and tune the gaps and improve the quality of process.
 Improve the current process
 Lastly monitoring the process implementation and controlling the process.

In 2nd case, during the current process study with perspective to Business objective, following steps will
be followed.

Business process re-engineering is the thorough redesign of business processes to achieve tremendous
improvements in critical aspects like quality, cost effectiveness, service, and speed of delivery.

1. Map the current state of your business processes.

2. Analyze them and find any process gaps or disconnects as per company policies
3. Look for improvement opportunities and validate them with top management.
4. Devise the design of process and flow charts.
5. Implement the design to improve processes.
 6. What was the most complex project you have managed? What was your role within it, how did
you prepare for it, and what was its outcome?

Customer refund process

While working with a telecom (Telenor Pakistan), I was assigned to curtail the customer refund process
from 16 working days to 5 working days.

Old Process- 16 WD New Process after change-4 WD

Customer asks for refund of security on Postpaid Customer call on Customer care 345 and ask to
Line by physical presence at shop close the line and arrange the refund.
Filling up the form for the refund with signatures- CC representative will confirm the credentials like
1 WD Mother name etc and nearest customer touch
point (shop/ franchises) and send request online
to revenue assurance department- 1WD
Back office will verify the signatures -1WD Revenue assurance department will confirm and
finalize amount in 2WDs and confirm the amount
to nearest shop of customer
Customer care back office will suspend after Customer will be called by nearest designated
verification immediately – 1 WD shop/franchises to collect his refund amount
from shop petty cash for refund.
Signed form will be sent to revenue assurance
department- 1 WD
Revenue assurance department will any amount
pending against customer to be adjusted. 3WD
Revenue assurance will finalize the amount to be
refunded and sends to Accounts Payable
Department
Account payable department will create the
invoice in ERP system-3 WD
Payment department will create the payment in
form of cross cheque in name of customer-2 WD
Check will be dispatched to relevant shop-2WD
Shop CC representative will call to customer to
collect the cheque- 2 WD
End of process. TAT was 16 WD.