Agitated Cx SOP
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? |
| Customer Problem Statements | A. Cx has faced issues with machine multiple times in the recent past B. Cx has come back for Return / Replacement after return period is over, provided Cx is agitated and his reason is genuine. C. Cx has incurred loss/damages / serious issues in the ownership experience D. Cx is not ready to listen to anything based on other SOPs If customer query is not clear ask them to elaborate the issue. |
| Canned Responses (Level 1) If Cx seems agitated on Chat then use this -> | We are here to address your concern. We'll make sure that all your concerns are highlighted to our management, kindly let us know if we can discuss the whole problem over the call to give you the better resolution on priority this time. |
Resolution | Understand the complete scenario over call then compare with above-mentioned issues, whether CX is agitated. If Cx is agitated then -> Borrow a time of 2 hrs from Cx. |
| Check the old issues faced by Cx and create a detailed RCA and share it on the Slack channel along with Cx's expectations | |
| Business POC will come back with the best possible resolution | |
| Business POC to update the ticket with the resolution | |
Detailed RCA Format | Current Ticket ID Old Ticket IDs |
| Installation Date | |
| 1st Issue with date and resolution | |
| 2nd Issue with date and resolution | |
| and so on. | |
| Current Cx expectations |