Based on the observation of Naveen in the quality Audit related to delivery calls , we are brining this changes in the resolution that has been given to customers, Please follow the same since this will be considered for you Quality .
Delivery Slots:
> Customer calling CD enquiring for 2nd slot delivery time
Resolution - Team please inform customer that the 2nd delivery will start only after 3pm and do not mention any other random time slot like 2pm, 1-2pm or etc.
ETA for delivery after placing the order:
> When customer ask for Delivery details and time
Resolution - Refer the order placed date and delivery schduled date instead of telling Today order will be delivered tomorrow - Educate customer to check on My Order section for more clarifiction on delivery date and request customer to check the delivery date while placing the order
Disposition
> Selecting right L1 L2 for delivery calls
L1: When will my order be delivered?
L2: Delayed delivery - Promised date breached (OR) Delivery details - On/Before promised date
Select Delayed delivery - Promised date breached L2 only based on the customer VOC. when customer request to check the previsous day delivery or says I had yesterday delivery which is not delivered.
If not in all the cases please selece Delivery details - On/Before promised date
Note - If the cust ask for the today delivery and the delivery date is scheduled for tomorrow , Please select Order confirmation and information .