*Call Opening

Good Morning/Afternoon/Evening________Sir/Mam

My name is {SAHIL} and I’m calling from Flipkart. Am I talking to

{customer_name}?..........................................................Thanks!

As I can check you created a return request for your {product_name} on Flipkart.

I hope this is a good time to talk to you…………………………Thanks, {customer_name}.

*Customer wants to continue the call

As I can see, you raised a return request where you mentioned the reason {.....} ,
sub reason {......} and in comment {.....}.

Jese ki me check ker paa raha hu apne reason {......}, sub-reason {.....} or
comment {.....}………………………………………………..Me mention kiya hai to yahi issue
face ker rahe hai ya phir iske alawa kuch or issue face ker rahe hai product me.

~Only If Required >>> So can you please explain to me what exact issue you
are facing with the product.
Only If Required- toh kya aap kripaya krke mujhe bata sakate hain ki aap product
me kis Vastawik samasya ka saamana kar rahe hain.

~Apology - I am really sorry that you are facing such an issue on your device.
~Apology - Me maafi chahuga ki apko is prakar se issue face krna padh raha hai
apke new product me.

~Empathy - I can understand your problem and I would also feel the same way
you do in your situation
~Empathy - Me bilkul samajh pa raha hu.

~Assurance - Do not worry, I will help you out as per policy.

~Assurance - Aap bilkul nischit rahiye, is call per meri or se apki puri sahayata ki
jayegi.

*Hold call-
May I pls put your call on hold only for 1 or 2 min, for checking the information related to
your product. Ok Sir/Mam, please stay on the line don't disconnect the call.
Hindi-- Kya me aap ke call ko sirf 1 ya 2 min ke liye product ki information check karne ke
liye hold per rakh sakta hu............ thik h………………… aap line pe bane rhiye call disconnect
mt kriye ga.

Unhold- Thanks for being on hold.

Hindi-- Hold per bane rehne ke liye dhanyawad.

*Call Closing
~I hope I was able to help you on this call. —- {RR - resolution rate}

Hindi-Asha karta hu is call per apki puri sahayta ker paya hounga........

~Is there anything else I can help you with! —-- {Further Assistance}

Hindi-Iske alwa or kuch me aapki sahayata ker sakta hu kya..............

~Can I take 10 more seconds out of your valuable time..

Hindi- Kya me aap ke samay me se 10 sec or le sakta hu...................

*CSAT
~{Customer_name}, your feedback is really important to us. Please share your
experience based on our conversation by completing the email survey that you'll
get after this call.

Hindi- {Customer_name}, aapka feedback hamare liye bahut hi mahatvapurna hai.

Kripya iss call ke baad milne wale email survey ke dwara aap humare baatcheet ke
anubhav ko zaroor share karen.

~~Thankyou for shopping from flipkart ! Have a great day.

~~Dhanyawad flipkart se shopping karne ke liye, apka din shubh ho.

*Callback Requested by customer
If cx dienis and ask for callback

No issues .. I am going to arrange a callback on behalf of you.After this call

you will get a notification in which the time is mentioned when flipkart
call_back you.

Hindi- Me Apki baat bilkul samajh pa raha hu .... nishchint rahiye apke liye
ek call_back arrange kiya jaa raha hai , is call ke baad apko ek notification
milega jis me mention hoga ki aapko flipkart ke end se callback kab kiya
jayega.

~~Thankyou for shopping from flipkart ! Have a great day.

~~Dhanyawad flipkart se shopping karne ke liye, apka din shubh ho.

*Type of call lands on smart assist

1.Requested-
2.Init- iska RR approve ho chuki h ab pickup hokr refund pickup hokr refund
replace hoga or hume customer ko pickup date btani h .

3.On Hold- Product ki Return Request approved hai but Delivery Status jo hai
show ho rha h ( out of delivery) toh CX ko Hum Guide krenge ki.

TO CX –
Congratulations the return request is successfully approved from the seller's end.
Want to inform you that return status is showing on hold, So I request you to pls
open your flipkart account and select order > click on confirm delivery > Enter last
4 digits of your invoice number > click on Return approve.
Hindi--Aapko sochit karna chahata hoon ki return ka status hold par dikhayi de raha
hai, isliye mera apse anurodh hai ki kirpaya apana flipkart account open kre aur
ordar choose kre > confirm delivery par click kre > apne invoice number ke antim 4
digit dale > Return approve pr click krde.

4.Service Requested- RR approved Technician Visit krvani hoti h is call me.

TO CX-
Congratulations the return request is successfully approved from the seller's end.
Want to inform you that Technician visit for your product has been assigned by the
seller. On or before {....}, a technician will visit your place and check your product.
After checking, the technician will take further action for your product.
Please do not share any OTP with the technician until the visit. Also, in case you
face any issue with the Technician visit do connect with us within 72 hours post
Technician visit.

Hindi-Congratulations aap ke product ki return request seller ke end se

successfully approve ho chuki hai’ aapako soochit karana chaahata hoon ki aapake
product ke liye Technician ki visit seller dvaara ki gyi hai. {....} ko ya usse phle, ek
Technician aapke sthaan par aayega aur aapke product ke jaanch karega. jaanch
ke baad Technician apke product ke liye aage ki karvayi karega.
kirpya mulaqat tak Technician ke saath koi bhi otp share nah kare. iske alava, yadi
aapko Technician ki visit ke dauraan kisi bhi samasya ka saamana karna pdta hai,
to Technician ki visit ke 72 ghanton ke bheetar humse samprk kare.

5.FRM ( Fraud Return Management)- Agr product ke reason or sub reason same
hote h toh customer ko hum promise date btate h (Step>Click on incident) Isme
tagging nhi hoti.
6.Rejected\Canceled-

*Types of Return
~Replace & Expect
Congratulations the return request is successfully approved from the seller's end.
Want to inform you that on or before {.....} the wishmaster will completely try to come at
your doorstep and pick the product and at the same time you will receive the replaced
product as well.

Congratulations aap ke product ki return request seller ke end se successfully

approve ho chuki hai. Apko batana chahunga ki on or before {.....} wishmaster
apke doorstep per aane ki puri koshish kerege or apke product ko pick ker lege
and same time per apko new replaced product bhi deliver kar diya jayega

~Wait & Replace

Congratulations the return request is successfully approved from the seller's end.
Want to inform you that on or before {.....} the wishmaster will completely try to
come at your doorstep and pick the product, then you will get a notification that
there will be mention when a replacement product is delivered to you.
Congratulations aap ke product ki return request seller ke end se
successfully
approve ho chuki hai. . Apko batana chahunga ki on or before {.....}
wishmaster
apke doorstep per aane ki puri koshish kerege or apke product ko pick ker
lege phir aapako eknotification ke jariye ek suchna milegi ki jab koi
Replacement product aapko delivered kiya jayega toh uska btaya jayega.

~Wait & Refund

Congratulations the return request is successfully approved from the seller's end.
Want to inform you that on or before {.....} the wishmaster will completely try to
come at your doorstep and pick the product, then after pickup within {.....}
business days the refund amount will be initiated in your {.....}

Congratulations aap ke product ki return request seller ke end se

successfully
approve ho chuki hai. . Apko batana chahunga ki on or before {.....}
wishmaster
apke doorstep per aane ki puri koshish kerege or apke product ko pick ker
lege phir {......} business dino ke bheetar pickup ke baad aapke A/c me
refund raashi bhej di jayegi.

*Disposition

~Non-connected Call
1- Ringing no response
2- Customer not available not reachable
3- Customer busy
~Connected Call
1-Wrong number
2-Call disconnected while talking {CDWT}
3-Finish talking to customer {FTC}
4-Callback requested by customer {CRCB}
5-Call disconnected but resolution shared {Not applicable in RMT}
6-Foreign language {Not applicable in RMT}

*Foreign Language – 04445614700 *on customer- Are you comfortable in hindi/english

1- Malayalam
2- Tamil
3- Telugu
4- Kanada
5- Bengoli

*Verbiaz 3times bolna hai agr customer response nhi krta otherwise apne hand se
call disconnect kr skhte h.
khud se call discnt nhi kr skhte.

*Refund modes
1.Back to source jis mode se Customer payment krega ussi mode me refund hoga
amount
2.EGV Flipkart Wallet
3. NEFT Bank A/c

*Flipkart Return Policies(seller’s hand)

validity 7days from delivery
Type Accepted- Replacement DDMM- Missing,Missshipment
*Covers
1.damaged (jaise krabh h product)
2.defective (hange, button not working)
3.item not as described (jaise dikhya gya h waise nhi hai h product, glt product)
4. 7Days service centre replacement/Repair=damaged,wrong/missing

Electronic fase 1
Steps-
YODA-IOT
ISSUES/ SCENRIOUS
PROCESS TO BE FOLLOWED
rsn and sub rsn t/s dekhte
FTC- finish talking to customer

*KPI - Key Performance Indicator

WRAP - Wrap time out - Disposition

AHT - Average handling time - 260 to 280
Hold - not should be more than 3 min
Csat
RR
Login hours - 8 hours
Flr - 10 to 7 shift [ 9:46 ]
12 to 9 shift [ 11:46 ]

If cx do not get an option of confirm delivery

Requesting you please wait for a while, once the delivery status gets updated then you will
receive a notification there will mention all details related to your product.

*Hold Protocall
PDRT Rule :
P- Permission
D- Duration
R- Reason
T- Thanks