JKB0026

1. Purpose

To define when we will place an order on behalf of the customer.


2. Scope

When the customer calls the support line and requests the executive to place an order over the phone on behalf of the customer.


3. Prerequisites

Customer details & Telco


4. Responsibilities

Customer service executive who receives the call should review the scenario and make an exception if required to place the order for the customer.


Procedure

  • Ask Questions on:

    • Why do they want to order over the phone?

    • Which product to order?

    • Exact quantity required?

    • Product specifications?

    • Check for the threshold prices, if any. Keep the customer informed about the different thresholds.

  • Collect all the required details from the customer and create an order on behalf of the customer.

  • Once the order is created, inform the customer about the order details:

    • Item for which order is created.

    • Quality.

    • Order Amount.

    • Estimated delivery date.

  • Create a ticket on Freshdesk.

  • Update and Resolve the ticket.



Probable Reason & Solution :


  • Ordering for the first time – > Check if the customer has installed the app -> If not installed, place the order as an one time exception- > Inform that our team will visit while delivering the product and help him install the app  -> If already installed then guide the customer to place the order through the app.

  • Doesn’t have our App -> If not installed, place the order as a one-time exception- > Inform that our team will visit while delivering the product and help him install the app  -> If already installed then guide the customer to place the order through the app.

  • Ran out of Internet – > Take permission to recharge -> Suggest monthly pack -> Recharge as per customer selection -> Inform that we will collect the money during the next delivery -> Recharge and update the sheet exposed to delivery team -> If customer deny for recharge -> Inform customer that we will not be able to place an order on behalf of him.

  • Doesn’t know how to order (how to use the app) – > Check if the customer has installed the app -> If not installed, place the order as an one time exception- > Inform that our team will visit while delivering the product and help him install the app  -> If already installed then guide the customer to place the order through the app.

  • He doesn’t know how to get to the product – > Check if the customer has installed the app -> If not installed, place the order as a one time exception- > Inform that our team will visit while delivering the product and help him install the app  -> If already installed then guide the customer to place the order through the app.


6. References

KB Doc, Customer database, Tech specs on product installation, troubleshooting & Paytm access to recharge on behalf of the customer.



7. Definitions

NA