Game Time

Angry Customer

100

How Do I reply to an angry customer who was parked many times, calling alot to get his refund.

We apologize, we absorb the anger by assurance, we acknowledge the situation by mentioning what happened in previous chat, we go a head and get things sorted

200

This is the 4th time I call and you tell me the same thing

I am sorry to hear that, and I am sorry you got the experience you were not waiting for, for this I dont want you to repeat your self, If I may have 3 minutes of your time , I will be reviewing the past contacts , to have a clear view on the case, I will come back with an answer

300

You dont know how to speak and I want someone else to speak with , I am fed up of having the same thing over and over again

I uderstand where you coming from, and I am here to help you , all I need is just if I can have 3-5 minutes of your time try to get this sorted, if I was not able to I will have this escalated right away , not to waste more of your time

400

So what will have now , I will need to wait again ? and then call back !!!!

No no , of course not , I was just going to ask you now If I may call you back in 2 days to ensure everything went well, as I see you have called us 2 times before

DNR Cases

100

What Do I do with a customer, who still have his Item in FRD?

Wait for FRD and arrange Follow up

200

How do I reply to customer whos item still within FRD

Not having the item on time definitely not a great thing, in this case we give it 3 days so we ensure that the quality of the item is not bad or something, If you don't mind I can call you back on the 2nd day which usually items arrive, or if You wish I would love to check for you alternative item now that would be arrived tomorrow 

300

What if the customer deny and he still need the Item?

Offer alternative and promise a compensation incase original item didnt arrive after FRD

400

What if the customer didnt agree on that?

Refer back to TM