Customer Service – Flow Chart

A guide to handling Customer Service Requests

September 2022
 CUSTOMER REQUESTS

Mar 20, 2024 Commercial in Confidence | Circular Angle 2

Service Inquiry

CX Calling for Service Inquiry

Verify CX Demographics & Service

Availability

If Available, Inquire if it’s an individual

or institutional inquiry

Individual Institutional

Inform the CX of the available services Probe the CX for more details
& offers as per the website/FAQs Frequency, Quantity/Area, etc,.

Refer to manuals; if, still unresolved; Probe the CX for more details
Xfer or Schedule a call with SM Frequency, Quantity/Area, etc,.

Arrange a callback/ site visit/ Xfer call

to SM

Call Completed

Mar 20, 2024 Commercial in Confidence | Circular Angle 3

Service Complaint (Service Delay/ Improper Service, etc,.)

CX Calling for Service Delay/Fault

Verify CX Order ID & Partner Details

Reach the Partner for Issue Description

& Possible options for issue resolution

Inform the CX of the reason for service

delay & possible solution

Resolution Rejected Resolution Accepted

Probe the CX for the expected

Call Completed
outcomes

Check with the service partner if those

requests can be honored

If both Agree, issue resolved

SM should speak to the Partner &

If unresolved Escalate the case to the
Customer and find a resolution as per
SM
company policy

Mar 20, 2024 Commercial in Confidence | Circular Angle 4

Payment Issues

CX Calling for Payment Issue

Verify CX details & exact error on the

payments page

Check for System or Payment Gateway

Outage, Do Basic Tech Troubleshooting

Re-attempt the payment with the CX

Payment Not Accepted If payment is deducted from the

account & there is no confirmation

If Payment Accepted, Confirm Details

Raise a IT ticket for this error

Inform the CX about the SLA of issue

Call Completed
resolution
Raise a IT ticket for this error Raise a IT ticket for this error

Inform the CX about the SLA of issue Inform the CX about the SLA of issue
resolution resolution

If Payment is received, confirm the If Payment is not Received direct the CX

same, process order/refund to contact their Bank

Mar 20, 2024 Commercial in Confidence | Circular Angle 5

An issue with Placing Service Order

CX Calling for Service Inquiry

Verify CX Demographics & Check

Service Availability

If Available, Inquire if it’s an individual

inquiry or institutional

Individual Institutional

Inform the CX of the available services Probe the CX for more details
& offers as per the website/FAQs Frequency, Quantity/Area, etc,.

Probe the CX for more details

Re-attempt the order booking Service Booked Successfully
Frequency, Quantity/Area, etc,.

If Service Not Booked, Process a Arrange a callback/ site visit/ Xfer call
Manual Order in the System to SM

Call Completed
 PARTNER REQUESTS

Mar 20, 2024 Commercial in Confidence | Circular Angle 7

Partner Onboarding Inquiry

PX Calling for Onboarding Inquiry

Verify PX Demographics & Intended

Service Area

Redirect the PX to the registration web

form

PX claims that the registration was PX registration successful; Orders are

rejected/ waitlisted/ had an error not generated

Verify the status of the application and Verify PX registration, Do Basic Tech
document submission Troubleshooting

Open ticket if, status is not found or to If registration is complete, inform that
If registration is incomplete
reopen the onboarding, Inform SLA the orders are generated as required

Raise an IT ticket to reverify if the PX is

active & initiate the Test order process

Call Completed

Mar 20, 2024 Commercial in Confidence | Circular Angle 8

User Account Not Created /Uncredited Order/ Pending Payments

Order related query

Verify PX Details

Verify order details and status of the

order

PX claims payment not received for a Account accessible but orders not
particular order If Account Not Accessible, Create a credited
If Account is accessible
Ticket
Verify the Order & Payment details and Verify PX order details, status &
current status Payment confirmation

Open ticket if, status is not found or Basic Troubleshooting; if still

order status shows pending payment unresolved Create a ticket

Give SLA and Request more details (If

Required)

Call Completed

Mar 20, 2024 Commercial in Confidence | Circular Angle 9

Unable to Accept Order/Cannot Start or Stop Service

PX Calling for order inquiry

Verify PX and Order Details

Check if account is active & accessible

after basic troubleshooting

PX Claims cannot Start/Stop Service

PX claims unable to accept order

Verify order details with PX &CX

Manually accept the order and share
the confirmation with PX & CX
Manually change the service status
after confirmation from PX & CX
Raise an IT Ticket

Give SLA and Request more details (If

Raise an IT Ticket Give SLA
Required)

Call Completed

Mar 20, 2024 Commercial in Confidence | Circular Angle 10