Document Information
Document title | Resolution over Call/Email |
LOB | Trains |
Current Version | 2.0 |
Document Owner | Train Support Team |
Purpose:
Define the Standard Operating Procedure to handle and manage the process of Resolving customer’s issues/concerns over the call/email.
Introduction:
The SOP aims to provide relevant solutions/service procedures for executives to follow to ensure optimum service quality regarding resolving concerns either over the call/email.
Work Instructions:
Step No. | Internal Process Steps | Agent Action | Ownership |
1.0 | Customer contacted either via Direct email or Train Support ticket created by the L1 associate. | After reviewing the customer’s query, the priority of the Train Support associate will be, to respond the customer and resolve the query over the email itself. | Train Support associate |
If the customer’s query is complicated and needs more detailed explanation, then the Train Support associate should call the customer and resolve the query over the call itself. Note: The Train support associate will add the call summary in the private notes for others reference. | Train Support associate | ||
1.1 | Customer’s email is non-contactable | The Train Support associate will call the customer and either ask for the correct email ID to respond via email or resolve the issue directly over the call. (If query resolved over call, associate needs to mention the summary in private notes). | Train Support associate |
1.2 | Customer requested for a callback | The Train Support associate will call the customer and resolve the issue directly over the call and will pitch the survey over the email and mention the summary in private notes. | Train Support associate |
| 1.3 | Customer fails to pick up the call or is unreachable | The Train Support associate will attempt to contact the customer in batches of 2-hour intervals, making a total of three calls. For example, the first call should be made within 2 hours of the assigned time, followed by another call attempt after 2 hours, and a final call after an additional 2 hours. Note: If the customer remains unreachable, an email will be sent via WhatsApp, asking the customer to provide a preferred time for contact. This email should also be added to the private notes. | Train Support associate |