Voice Script - Call Scenerios-1

1.
Call Opening and Closing Guidelines

Refer YODA (for call me back team)
http://10.24.0.105/flipkart/#/yoda/article/5c504ab6240000017a49a867
> Opening will always be in English, if the customer switches language to Hindi,
the agent will also have to switch the language. Please refer to the script
below for both English and Hindi along with the scenarios.
> Hold Process: Inform the customer that you would like to place the call on
hold for a min while you look for the answer
> Once back from hold: Thank the customer for being on hold.-
> If you need more time to find the answer: Go back to the customer and tell
him that you need one more min, and if he is ok with it, If yes, Place the
customer on hold again
> Agents should always confirm the last order details as per the opening script.
As per the guideline, the agent should confirm the last order details instead
of asking How May I help You?
> Survey pitch to the shared at the end of the call only if the Status is either
‘Solved’ or ‘Waiting for Internal update’
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++HiS
cript - Opening
good morning/evening, my name is {consultant_ name} and I’m calling from

Flipkart. Am I talking to {customer_name}?
Note: If the customer confirms that he/she is the right person, say “Thank you
for confirming!”/ Dhanyawaad! ((continue with the call))
English: I am calling you as you had raised a Call Me Back request on

Flipkart/This is regarding the call back request. Is it a good time to speak
with you? If yes, continue.
In case no name .. good morning/evening, my name is {consultant_ name} and
I’m calling from Flipkart. This call is regarding the call be back request. Is it a
good time to speak to you Madam/Sir.
If Yes>> Can you please tell me your name as I am unable to see your name
from the profile for some technical reason.
When Cx confirms the name>> Pls thank and continue.
- Check if it is a good time to talk (If not, check if there is a better time later)
“Sorry to have bothered you now, {customer name}. You can go ahead and get
in touch with us from the ‘Contact Us’ page on Flipkart as per your
convenience” OR
Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

page se humse sampark kar sakte hai.
Hindi: Haal hi mein aapne Flipkart pe {reason} ke liye Call Me Back request
raise kiya tha.
Kya yeh aapse baat karne ke liye saahi samay hai?
Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

and continue with the call
Take Customer name twice minimum during the call. One good place is
when you pitch for survey - : Survey to be pitched in all calls
Is there anything else i may assist you with?
{Customer_name}, your feedback is really important to us. Please share

your experience by completing the email survey you'll get after this
{call/chat session}
{Customer_name}, aapka feedback hamare liye bahut hi

mahatvapurna hai, kripya iss {call/chat session} ke baad
milne wale email survey se aap apna anubhav zaroor share
karen.
+++++++++++++++++++++++++++++++++++++++
Closing:
Non FK Plus – Thank you for shopping with Flipkart
For FK Plus – Thank you for being a Flipkart Plus
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
2. Covid-19 related updates/notes

Refer YODA
http://10.24.0.105/flipkart/#/yoda/article/5e6cf2445500009d0b5cdaa4
General enquiry - when will all delivery resume, when will you deliver in
Kolkata, when will you deliver non essential in Mangalore - Tagging - 1. Other
requests > Other Enquiries > Bulk/Corporate orders Enquiries.
3. Promoting Self Serve - Customer Empowerment

Steps for Promoting Self Serve - Customer Empowerment in YODA (educate
self serve steps to cust.)
http://10.24.0.105/flipkart/#/yoda/article/595a2e491c000034302cd96e
Below are the scenarios to pitch in for self-serve after actioning/providing information to
customers. Also, provide the self-serve steps when required. 'Promoting Self-serve' is
applicable only for L1 Voice teams. Chat & E-mail teams will not be required to pitch
for Self-serve option.
● Order status check

● Order cancellation
● Check wallet balance
● Address change
● Return creation
● Pickup address change (this option is available only at the time of return creation)
● COD Refund to NEFT
● Invoice request
● Offers applied
● Refund Details
● Cancel Return
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Scenerio 1: While assisting the customer call was dropped from the customer
end and agent was not able to provide customer with resolution. Agent
should have tagged the call under Generic - Callback - Call drop callback.
Call drop situation 1: While assisting the customer call was dropped from the
customer end and the agent was not able to provide the customer with
resolution.
> Mention clearly under ‘Update Notes’ that you could not provide the
resolution as call dropped. Also mention what was the customer’s concern.
> Tagging: Generic - Callback - Call drop callback.
Note: call drop to be tagged wherein the consultant was unable to provide any
resolution or complete resolution to the cx.
Note: Incident had to be escalated to L2 and while processing, call dropped.

Tagging will be done on the basis of the scenario/issue of the cust. However
clearly mention on the notes that ‘could provide with Oathkeeper TAT to cust
neither ask for alternate no as the call dropped.’ (unresolved)
- Confirm if the customer understood the solution
I hope I have been able to answer your query.
“Asha hai ki apki query ka uttar apko mil gaya hai”
- Give additional information if there is any
- Check if the customer need any further help
“Is there anything else I can help you with today?”
“kya main apki kuch aur sahayta kr sakta hoon”
- Close the call (If the customer is FK Plus Member, Close accordingly –
“Thank you for being a valuable Flipkart Plus customer Have a great day.”
if the cx is a Flipkart plus member
Else
-Thanks for choosing to shop with Flipkart. Have a great day!
“Flipkart pe khareedari karne ke liye dhanyavaad. Aapka din shubh rahe!”
“Aapke keemti samaye ke liye dhanyavaad, {customer_name}”
End Call.
=========================================================
Scenerio 2: Escallation to TL
In YODA refer to ‘Process | Guidelines to handle customer escalations’

http://10.24.0.105/flipkart/#/yoda/article/5af19c544c00009fa61fe894
Opening:
Hi, my name is {consultant_ name} and I’m calling from Flipkart. Am I talking to
{customer_name}?
Note: If customer confirms that he/she is the right person, say “Thanks!”/
Dhanyawaad! continue with the call
English: I am calling you as you had raised a Call Me Back request about
{reason} on Flipkart.I hope this is the right time to talk to you.
convenience” OR

raise kiya tha.

and continue with the call..
Cust sited a concern << e.g /CPD breached/order not yet delivered>> and cust
wants to escalate the matter to a higher authority.
Agent to empathise on the call for the reason mentioned by cust.
> L1 consultants to fill the S upervisor Callback Request form capturing the
reason for the callback. If the call is made between 9 AM and 9 PM, the
customer will get a callback in the next 4 Business Hours, else, the next
working day. Tag the cases as per the customer’s issue.
Tagging: Run Delivery Related DT >> Delivery Delay >> provide Oathkeepker
TAT to cust. And also ask for cust alternate no.
Note: Update the notes for both escalation and L2 along with customers
alternate no. if provided by the cust. If cust refused to provide no. mention the
same under ‘Update Notes’
- Confirm if the customer understood the solution
I hope I have been able to answer your query.
“Asha hai ki apki query ka uttar apko mil gaya hai”
- Give additional Information if there is any
- Check if customer need any further help
- Close the call (If customer is FK Plus Member, Close accordingly –
if the cx is a flipkart plus member
Else
End Call.
===============================================
Scenerio 3: Generic query about Covid situation – when delivery will be

resumed.
Refer YODA: ‘COVID-19 Lockdown Updates & Communication Playbook’
http://10.24.0.105/flipkart/#/yoda/article/5e6cf2445500009d0b5cdaa4
Opening:
{customer_name}?
Note: If a customer confirms that he/she is the right person, say “Thanks!”/
convenience” OR

raise kiya tha.

Cust enquiring on when will the service resume.

Agent: Due to nationwide lockdown because of COVID-19, new orders, order
deliveries and installation services have been paused.
Your order is our priority, and we are trying our best to serve you as soon as
possible.
T agging call : Other requests > Other Enquiries > Bulk/Corporate orders
Enquiries.
If cust says ok then go with the closing.
Else
End Call.
====================================================
Scenario: Status Check >> Delay in Delivery
NOTE: For Status check>> Delay in delivery, always check the order life cycle,
Repromise date if any and the reason, promise date, order history as due to
Covid most of the delivery are either postpond with repromise dates or
paused. Due to this reason cust. Might also cancel the order.
Imp path to check for Status Check >> Delay in Delivery: Order created
date>promise date>if any repromise date & reason mention> mode of
payment> if prepaid and order was cancelled then check for refund info.
Order status related:

http://10.24.0.105/flipkart/#/yoda/search/Status%20check%20
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

Call scenerios 1: CPD breached/no repromise date mentioned
Ampathy statement and inform that due to Covid situation, deliveries are
either delayed or cancelled.
> Run Delivery Related DT >> Delivery Delay >> provide Oathkeepker TAT to
cust.
> Consultant should ask for customers alternate no and mention in the notes. If
customer refused to provide the alternate no or call drops before the TAT is
provided, pls capture the same under ‘Update Notes’.
> Status will be Resolved so no survey pitch is required.
Call scenerio 2: Incase the order is cancelled either by customer or seller due
to late delivery, check the reason for cancellation (it would mostly be for Covid
situation) and inform the customer and tag accordingly.
Else

End call.
======================================================
Scenerio: Flipkart Pay later showing blocked / Customers are contacting and
stating that he/she is not able to use the Paylater option and getting an error.
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

Call scenerio 1: Customers are contacting and stating that he/she is not able to
use the Paylater option and getting an error, saying its Blocked
> Apologize to the customer and inform the customer that due to the current
COVID -19 situation, these payment modes are not available at the moment
and we are working on restoring
> In the meantime suggest customers to use any other prepaid mode to
complete their purchases.
NOTE: (Refer FAQ no 21 Under communication guidelines to assist customers)
Tagging On SA: Flipkart Pay Later >> General Enquiry >>Flipkart Pay Later -
Flipkart Pay Later - Enquiry about features of Flipkart Pay Later
Call scenerio 2: Flipkart PayLater bill payments enquiry.
> if the bill is generated, customers have to make the bill payment as usual
within the due date. Refer Communication guidelines under supporting
document BNPL/CLC Bill payment.
Tagging on SA: Flipkart Pay Later >> Billing Related >> Flipkart Pay Later -
Details about the bill due/Paybacks >> solved

Else
End call.
======================================================
Scenerio: customer contacts for any warranty related query as listed below for
Non-Large, Large and VAS products for Large:
● Warranty expired
● Warranty extension
● Warranty claim not possible due to ASC closed
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

Request customer to reach out to the respective brand and share the Brand
details with the customer based on ASC contact details in YODA
Incase Brand details not available should follow 'Brand contact details/ Service
centre details not available' process available in 'L1| i-Know Guide #13: Service
centre/ Brand denied service/ Service centre delayed/ Warranty-related'
Tagging On SA: Create incident >> Installation, Demo and other Services >>
Enquiry about Services >> Service centre details >> Solved
NOTE: Customer contacts for Marq TV/AC/Washing machine/Refrigerator,
Nokia TV, Motorola TV that the warranty is getting expired during lockdown
inform warranty has been extended till 31st May.
Else
End call.
====================================================
Scenerio: Status Check >> Delay in Shipping
Refer to L1 | i-Know Guide #20: Order Status & Delivery Related Shipping
Related
http://10.24.0.105/flipkart/#/yoda/search/Delay%20in%20shipping
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

Call scenerio 1:Product Shipped and Customer Promised Date (CPD) has not
breached:
> Check the status on SA and let customers know that the order is
shipped/being processed and will be delivered to them by promise date.
> Customers contact on the promise date and the order status is still 'Shipped'
and not 'Out for Delivery':
> Request the customer to wait until 7 pm or 9 pm or 11 pm (based on the

delivery model) for the product to be delivered
Tagging on SA: Create incident > Order delivery > Order status related > Status
check> waiting for internal update > pitch for the survey
all scenerio 2:If the order is not in ‘Shipped’ state on the Expected shipping
C
date as on SA
> Tag the incident as below and provide the Oathkeeper TAT for resolution
> Tagging on SA: Create Incident >>>Order delivery >>> delay >>> Delay in
shipping
Call scenerio 3:Shipped and the Customer Promised date (CPD) is breached
> Inform Customer that there is a delay in delivery due to unforeseen issues
and assign the incident to backend team and provide the Oathkeeper TAT.
Tagging on SA: Delivery Related DT >> Delivery Delay
NOTE: If the order qualifies for service recovery, a pop-up message on SA will
be displayed, follow the service recovery process listed under ‘Service
Recovery for the delay in delivery (with Comms Guidelines)
Else

End Call.
=============================================================
Scenerio: Refund related query.
Refer to i-Know Guides: 360° AssistanceL1 GuidesPayments & Refundi-Know

Guide #60: Refund Process
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

Call scenerio 1: Refund SLA not breached

Empathise and assure the cx “ I will surely help you with the info about your
refund for order XX”.
> Check the order status on SA.
> Check if RVP/RTO completed as applicable
> Check the refund tab and communicate :
The seller has processed/initiated the refund of your amount XX for your
order XX and the same will be credited to your source( egv/cc/dc) by SLA
date.
> Give the ARN/RRN number if avlbl on the refund tab.
> L1 (Voice/HG) will not get an option to mark the incident as 'Solved' for this
sub-sub-issue
(The incident will automatically move to 'Waiting for Internal Updates' until the
refund promise date and will get auto-closed after that.)
> L1 (Voice/HG) will not get an option to mark the incident as 'Solved' for this
sub-sub-issue
> The incident will automatically move to 'Waiting for Internal Updates' until
the refund promise date and will get auto-closed after that.
Tagging in SA: Refunds >>> Refund related enquiry >>> Refund Status enquiry
>>> CS Voice >>> waiting for internal update>pitch for the survey
Call scenerio 2: When will I get my refund?
> Refund SLA is breached/crossed and the refund is not done OR
> Refund status stuck in processing/Init/picked for more than 72hrs.
efer to i-Know Guides: 360° AssistanceL1 GuidesPayments & Refundi-Know

R
Guide #60: Refund Process > NODES> Processing/Initiated/Requested
> Empathise and apologise to the cx “ we are sorry that you have not received
the refund ,we are sorry for the trouble caused”.
> Assure the cx “ we will surely help you resolve the issue.”
> “I have assigned the case to the concerned department and they will get back
with the resolution by ( resolution deadline date).
> Refund is still in processing/initiated state then escalate the issue to L2 team
using below Tagging path and share the oath keeper 'TAT'.
Tagging in SA: Refunds>>Refund related issues>>Refund delay post

initiation>>Unresolved
NOTE: Always ask for alternate number from customer while assigning the case
to L2. Whenever money is involved or any information about refund is shared
with the customer, consultants are supposed to send an SMS to the customer
with the refund details. Incase SMS DT is not visible pls share screen shot with
Swagata. SMS DT will be visible once the product is completed with RVP or
RTO.
Else

End Call.
=============================================================
Scenario: Unregistered Caller
Refer Yoda
http://10.24.0.105/flipkart/#/yoda/article/5948f33e6d000013050ee333
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

All other scenarios require mandatory verification: All other actions or requests
should be honored after verifying both the below details:
● City
● PIN Code
If a customer is unable to verify these details (one or both), politely deny the
request and route the customer to self-serve by providing self-serve steps.
Also, inform the customer that this is to ensure customer?s security and
privacy.
Tagging in SA: (Non-order related) Create incident >>> Generic >>> Spam >>>
Unregistered Caller >>> CS Voice >>> Solved
Else
End Call.
=============================================================
Scenerio: Customer wants to list the product on Flipkart
Refer YODA:
http://10.24.0.105/flipkart/#/yoda/article/5d7f3df21500002a3b324eb4
Opening:
{customer_name}?
convenience” OR

raise kiya tha.

> Request the customers to contact the seller support by providing below
details:
● General queries: https://seller.flipkart.com
● Seller Support Phone No: 0124 - 4319362
● For any issue/ has any query, a seller needs to raise a ticket through
the seller portal (Seller portal path: Login to www.flipkart.com >>Click
'More' button on the main page (top right corner) >> Sell on Flipkart >>
Follow the instructions
Tagging : Demo and other Services > Enquiry about Seller Services > Wanted to
list/sell a product.
Else
End Call.
=============================================================

Voice Script - Call Scenerios-1

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1.

Call Opening and Closing Guidelines

good morning/evening, my name is {consultant_ name} and I’m calling from

English: I am calling you as you had raised a Call Me Back request on

When Cx confirms the name>> Pls thank and continue.

Ji bilkul, ​{customer_name}​. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Kya yeh aapse baat karne ke liye saahi samay hai?

Note: ​If customers say yes say “​Thanks/ Dhanyawaad!​” ​ ​{customer_name}.

Is there anything else i may assist you with?

{Customer_name}, your feedback is really important to us. Please share

{Customer_name}, aapka feedback hamare liye bahut hi

Non FK Plus – Thank you for shopping with Flipkart

For FK Plus – Thank you for being a Flipkart Plus

2. Covid-19 related updates/notes

3. Promoting Self Serve - Customer Empowerment

● Order status check

> Tagging: Generic - Callback - Call drop callback.

Note: ​Incident had to be escalated to L2 and while processing, call dropped.

- Confirm if the customer understood the solution

I hope I have been able to answer your query.

“Asha hai ki apki query ka uttar apko mil gaya hai”

- Give additional information if there is any

​- Check if the customer need any further help

“Is there anything else I can help you with today?”

“kya main apki kuch aur sahayta kr sakta hoon”

if the cx is a Flipkart plus member

-Thanks for choosing to shop with Flipkart. Have a great day!

“Flipkart pe khareedari karne ke liye dhanyavaad. Aapka din shubh rahe!”

“Aapke keemti samaye ke liye dhanyavaad, {customer_name}”

In YODA refer to ‘Process | Guidelines to handle customer escalations’

Ji bilkul, ​{customer_name}​. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Kya yeh aapse baat karne ke liye saahi samay hai?

Note: ​If customers say yes say “​Thanks/ Dhanyawaad!​” ​ ​{customer_name}.

Agent to empathise on the call for the reason mentioned by cust.

- Confirm if the customer understood the solution

I hope I have been able to answer your query.

“Asha hai ki apki query ka uttar apko mil gaya hai”

- Give additional Information if there is any

- Check if customer need any further help

“Is there anything else I can help you with today?”

“kya main apki kuch aur sahayta kr sakta hoon”

- Close the call (If customer is FK Plus Member, Close accordingly –

if the cx is a flipkart plus member

-Thanks for choosing to shop with Flipkart. Have a great day!

“Flipkart pe khareedari karne ke liye dhanyavaad. Aapka din shubh rahe!”

“Aapke keemti samaye ke liye dhanyavaad, {customer_name}”

Scenerio 3: Generic query about Covid situation – when delivery will be

Refer YODA: ‘COVID-19 Lockdown Updates & Communication Playbook’

Ji bilkul, ​{customer_name}​. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Kya yeh aapse baat karne ke liye saahi samay hai?

Note: ​If customers say yes say “​Thanks/ Dhanyawaad!​” ​ ​{customer_name}.

Cust enquiring on when will the service resume.

If cust says ok then go with the closing.

- Check if customer need any further help

“Is there anything else I can help you with today?”

“kya main apki kuch aur sahayta kr sakta hoon”

- Close the call (If customer is FK Plus Member, Close accordingly –

if the cx is a flipkart plus member

-Thanks for choosing to shop with Flipkart. Have a great day!

“Flipkart pe khareedari karne ke liye dhanyavaad. Aapka din shubh rahe!”

“Aapke keemti samaye ke liye dhanyavaad, {customer_name}”

Order status related:

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Note: Incident had to be escalated to L2 and while processing, call dropped.

- Check if the customer need any further help

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Call scenerios 1: CPD breached/no repromise date mentioned

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Call scenerio 2: Flipkart PayLater bill payments enquiry.

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Scenerio: Refund related query.

Refer to i-Know Guides: 360° AssistanceL1 GuidesPayments & Refundi-Know

Ji bilkul, {customer_name}. Aap apne suvidha anusaar Flipkart ke ‘Contact Us’

Note: If customers say yes say “Thanks/ Dhanyawaad!” {customer_name}.

Call scenerio 1: Refund SLA not breached

Call scenerio 2: When will I get my refund?

> Refund SLA is breached/crossed and the refund is not done OR

> Refund status stuck in processing/Init/picked for more than 72hrs.

efer to i-Know Guides: 360° AssistanceL1 GuidesPayments & Refundi-Know

Tagging in SA: Refunds>>Refund related issues>>Refund delay post