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    Calling Script Flipkart

    Uploaded by

    minazabbasi130
    The document provides a calling script for customer service representatives. It includes greetings, confirmation of details, addressing customer concerns with empathy, checking order details on hold, and closing the call by thanking the customer and requesting feedback.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Calling Script Flipkart

    Uploaded by

    minazabbasi130
    125 views2 pages
    The document provides a calling script for customer service representatives. It includes greetings, confirmation of details, addressing customer concerns with empathy, checking order details on hold, and closing the call by thanking the customer and requesting feedback.

    Original Title

    Calling script flipkart

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    © © All Rights Reserved

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    DOCX, PDF, TXT or read online from Scribd

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    The document provides a calling script for customer service representatives. It includes greetings, confirmation of details, addressing customer concerns with empathy, checking order details on hold, and closing the call by thanking the customer and requesting feedback.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    125 views2 pages

    Calling Script Flipkart

    Uploaded by

    minazabbasi130
    The document provides a calling script for customer service representatives. It includes greetings, confirmation of details, addressing customer concerns with empathy, checking order details on hold, and closing the call by thanking the customer and requesting feedback.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Authentication- for verification confirm city/pincode for unregistered customers

    After customer’s concern always provide: Empathy/apology/Assurance (Apology to be given twice)


    Hum/Humara not to be used, No comitments on call (will try/koshish ki jayegi)

    Calling script (temporary)


    In English

    Good ………., My name is {consultant_ name} and I’m calling you from Flipkart. Am I speaking to {customer_name}?

    IF not May I know ur name plz…..

    Thank You for confirming your name!

    Recently u raised a Call Me Back request about {reason} on Flipkart. I hope this is the ri8 time to talk to you.

    Thank you for confirming the same!

    In order to check the details, I would require some time so May I please place your call on hold for 1 minute?

    Thank you! Please stay connected.

    Thank you for staying on hold, I'm extremely sorry for placing the call on hold for so long.

    May I know how may I help u with this order?

    Is there anything else I may help u with related to flipkart….

    {Customer_name}, your feedback is really important to us. Please share your experience based on our conversation
    by completing the email survey that you'll get after this call.

    Thank u for shopping at flipkart

    Have a great day ahead

    In Hindi

    Namaskar, mera naam rahul hai aur main Flipkart se call kar raha hun. Kya meri baat…………. ji se ho rhi h?

    Nam confirm karne ke liye Dhanyawaad …………ji,

    Haal hi mein aapne Flipkart pe apne {Name of the product} ke liye Call Me Back request raise kiya tha. Toh kya yeh
    aapse baat karne ke liye saahi samay hai?

    Dhanyawaad
    Btaiye (NAME) mai kis tarah se apki help kar skti hu?
    Ap bilkul nishchint rahiye mai yahan se details check krke apko behtar resolution provide krugi (if cx comes with a
    query)
    Maafi chahti hu ki apko ye jo preshani hui , bilkul nishchint rahiye mai yahan se details check krke apko behtar
    resolution provide krne ki puri koshish krugi ( if cx comes with a complaint)

    Details check karne men mujhe thoda sa samay lag sakta hai to kya main aapki call ek minute ke liye hold pe rakh
    sakta hun? Thank you sir please line pe bane rhiyega

    Dhanyavad line par bane rahne ke liye.


    Maafi chahti hu long hold ke liye (if hold time of 1min exceeds)

    POWER WORD:
    Mai smjh skti hu apki preshani
    Apki jagah mai rehti toh mujhe bhi yhi feel hota.

    Kya flipkart sambandhit / related mai aur kisi tarah se sahayata kr sakta hu apki..

    {Customer_name}, aapka feedback hamare liye bahut hi mahatvapurna hai. Kripya iss call ke baad milne wale email
    survey ke dwara aap humare baatcheet k anubhav ko zaroor share karen.

    Flipkart pe shopping krne k liye dhanyawad

    Ap ka din subh rhe.

    Inform customer that the payment is failed. Request to place a fresh order. In case of debit,the amount will be
    refunded in 8 business days

    Aapke behalf pe main ek complain forward Kar Raha hun, team Jo hai aapko ( TAT ) tak communicate Karke aapko
    behtar se behtar se resolution provide Karne ki koshish karegi

    DON’T: regarding/inconvenience/ dikkat/shamma/ hold pe daal skta hu/ apki delivery/apologising/hello etc
    Pleasantry words: May I, thank you, sorry, Please, Welcome

    Empathy: I do understand your concern/ Issue . Mai apki problem samaj paa rhi hu. Apology: Maafi chahti hu apko product k
    related problem face krni pdh rhi hai.

    Authentication- for verification confirm city/pincode for unregistered customers

    Thanks for confirming your name


    How may I help you sir
    This is because what the do everything which may help you

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