CUSTOMER SERVICE DESK

LIST OF ACTIVITIES:
1. Product Exchange/Refund
2. Lost & Found issues
3. Paging
4. Department Details (categories/Sub categories)
5. List of contact Nos.
6. In store announcements
7. Maintain walk in and conversion
8. Warranty Card stamping
9. Maintain Carry Bag Stocks
10. Gift Wrapping
11. Attending customer queries,complaints,requests
12. Reporting the customer complaints to HO to sumit.dutta@home-
solutions.co.in. Ph:9324139199; shailendra.singh@home-
solutions.co.in;ritesh.kumar@home-
solutions.co.in;vaishali.thakkar@pantaloon.com

RECORDS TO BE MAINTAINED:

1. Stock handover from CSD to DM/SCM

2. Lost & Found Register
3. Announcement register
4. Call Log sheet
5. GRN
6. Job Ticket
7. Offer details.

PHONE CALLS:

TYPE 1:
Enquiry about store opening/closing
(Opening: 10:00 am, Closing 8:30 pm)
SCRIPT” Good Morning/ Good Evening/ Good Afternoon. Thankyou for calling Big
Bazaar at Super home. This is Niki/Chandan, how can I help you.”
TYPE 2:
Product Specific Enquiry

• Transfer the call to the DM

• If DM is not available, take the phone no. from the customer & call
back after taking the required details from the Department.

TYPE 3:
Refund /Exchange Policies

The refund policy of Home Bazaar is as follows:

“If the customer is with your purchases, he can simply return the
unassembled item within 15 days of purchase for either exchange or a full refund.
The customer needs to bring the original receipt & the item back in its original
packing.
 However this policy exempts the company from accepting returns on
assembled furniture, cut fabric, cut fabric, cut blinds, bed linen, unwrapped
mattresses, products damaged after leaving the store, items on sale & items
made to the specific requirement of the customer ”

PRODUCT EXCHANGE/REFUND:

TYPE 1:
EXCHANGE

1. Security stops the customer & issues gate pass.

2. Customer approaches CSD
3. CSD listens to the complaint & collects back the original invoice along with
the product from the customer.
4. CSD informs the particular DM/AM/TL
5. DM/AM/TL reaches the CSD & checks the product
6. Incase the product is found faulty/damaged & certified by DM/AM, CSD
prepares the GRN
7. The product is handed over to the DM/AM/TL after obtaining his signature
on the “Stock transfer from CSD to DM” register
8. The Original invoice along with the original copy of GRN is handed over to
the customer who in turn hands over the same to the Head cashier. The
Head cashier cancels the original invoice & issues the credit note to the
customer.
9. The cashier informs the customer about the validity period of CRN.

TYPE 2:
REFUND/Exchange

1 Security stops the customer & issues gate pass.

2 Customer approaches Home Guide where the customer is directed
towards the CSD
3 CSD listens to the complaint & collects back the original invoice along
with the product from the customer.
4 CSD informs the particular DM
5 DM/TL reaches the CSD & checks the product
6 Incase the product is found faulty/damaged, CSD prepares the GRN
7 The product is handed over to the DM after obtaining his signature on
the “Stock transfer from CSD to DM” register
8 The Original invoice along with the original copy of GRN is handed over
to the commercial department through DM/TL recommending them
for refund/ Credit Note
9 CSD will inform the customer that the max amount that can be
refunded through cash is 19,999/- Rs.
10 Commercial executive shall process the refund, obtaining the signature
of Unit Head/Commercial Manager (DM/TL to facilitate).
11 Commercial executive shall ask the cashier to make the credit note
12 The customer has to redeem the credit note prepared by the cashierby
handing over credit note receiving the cheque (DM/TL to facilitate).

TIME TAKEN FOR THE PROCESS: 20 mins

 TYPE 3:
REFUND INCASE OF DELAYED DELIVERIES

1. Customer approaches CSD after being directed there by security

2. CSD collects advance paid receipt + Original Performa Invoice from the
customer & then calls the respective DM, seeks clarification on the same.
3. In case the customer is not satisfied with the clarification & demands refund,
CSD shall hand over the APR to the commercial department through DM
recommending them for refund
4. CSD will inform the customer that the max amount that can be refunded
through cash is 19999/- Rs.
5. Commercial executive shall process the refund, obtaining the signature of Unit
Head/Commercial Manager (DM/TL to facilitate).
6. Commercial executive shall ask the cashier to make the credit note
7. The customer has to redeem the credit note prepared by the cashierby
handing over credit note receiving the cheque (DM/TL to facilitate).

LOST & FOUND ISSUES

1. Customer approaches the CSD.

2. CSD records the details of the lost item in the “Lost & Found” register.
3. CSD makes paging to the floor giving the details of the lost item & requesting
all to return the lost object, if found, to the CSD
4. CSD calls up the customer requesting him to visit the store & collect his
belongings from CSD
5. CSD clarifies with the customer regarding the found object.
6. CSD then obtains the signature of the customer in the Lost & Found Register
& hands over the item.

PAGING
TYPE 1:
STAFF PAGING
For Example:-
“Paging for Mr. _____. You are requested to meet the Unit head/Commercial
Mgr/CSD/HT Square….. as _______ is waiting for you…”

TYPE 2:
BABY’S LOST

TYPE 3:
LOST & FOUND OBJECTS

TYPE 4:
PROMOTIONAL PAGING

DEPARTMENT DETAILS
READY RECKONER:
1 No of departments in the store
2 Categories under each department
3 Product details under the category (Excel format)
4 Store Layout