Type Of Customer Care Queries

1. NOC Related Queries

2. Cibil Related Queries
3. NACH Related Queries
4. Insurance Related Queries (Chola)
5. Receipt Related Queries
6. Loan Related Queries
7. Four Closed Related Queries

1. NOC Related Queries

 Call received from customer side.

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
 After receiving the customer details
 Customer Name, Contract No, Customer phone no , customer queries
 Check with the statement if the status was loan closed ‘flag’ will send the details through the
mail to concerned department.
 If the contract status was not closed with this reasons [pending amount, Chola insurance] then
will send the mail to the related department.
 I ask to wait the customer for 6 working days then take the follow up to the customer to
resolving queries.
 Customer query regarding received the NOC but vehicle number was wrongly updated in NOC
 I ask to share the NOC copy, RC book copy, then this details mail to the concerned department.
 Finally check with the received mail from the related department [POD NUMBER]and confirm
with customer once the issue was resolved or not.

2. Cibil Related Queries

 Call received from customer Side

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
 After receiving the customer details
 Customer Name, Contract No, Customer phone no , customer queries
 Receiving calls from Customer & guarantor
 If the customer not having any details regarding vehicle will ask to visit nearest branch office.
 If the customer contract status was closed will send the customer details to the concerned
department through the mail . and ask the customer to wait for 6 working days and taking the
follow up calls.
 Finally check with the received mail from the concerned department & check with the customer
once the issue was resolved or not.
3. NACH Related Queries

 Call received from customer side

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
 After receiving the customer details
 Customer Name, Contract No, Customer phone no , customer queries
 ECS not present from our side
 Will ask to the customer to check with the branch office if ECS form rejected I ask the customer
to fill the form again for the process otherwise I ask the customer to pay the EMI.
 ECS not updated in SOA
 I ask the customer to wait 3 working days [follow up process]
 Double time EMI deduction was happens
 I ask the customer to send the payment details then the details was send to the concern
department through the mail . and ask the customer to wait for 6 working days and taking the
follow up .
 ECS Deactivate queries
 If the customer ask to deactivate ECS will send the customer details to the concerned
department through the mail . and ask the customer to wait for 6 working days and taking the
follow up.
 Finally check with the received mail from the concerned department & check with the customer
once the issue was resolved or not.

4. Insurance Related Queries (Chola)

 Call received from customer

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
 After receiving the customer details
 Customer Name, Contract No, Customer phone no , customer queries
 Customer not interest to pay the policy
 Customer contract details mailed to the concerned department, and ask the customer to wait
5&6 working days.
 Finally check with the received mail from the concerned department & check with the customer
once the issue was resolved or not.

5. Receipt Related Queries

 Call received from customer

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
  After receiving the customer details
 Customer Name, Contract No, Customer phone no, customer queries
 Customer paying amount through app but not presented in SOA
 I ask the customer to send payment details, then i check with the concerned department to
resolved the customer issue.
 Customer query regarding Payment Receipt not given from collection executive
 Will check with the branch person once after I inform to the customer to visit branch office.

6. Loan Related Queries

 Call received from customer side

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
 After receiving the customer details
 Customer Name, Contract No, Customer phone no , customer queries
 Customer query regarding the statement of account
 Ask to share the customer mail id after SOA mail send to the customer
 Customer required for the Branch office Contact number and address etc.

7.Foreclosed Related Queries

 Call received from customer side

 Start up with greeting and introducing company name and introducing myself.
 Customer comfortable language
 After receiving the customer details
 Customer Name, Contract No, Customer phone no , customer queries
 Customer required for the Branch office Contact number and address etc.
 Customer contract details mailed to the concerned department and inform branch office details
also