Customer Delight

Raja is a QE student onboarded by you the day before yesterday. Raja attended his first class today and parents called you to complain about the teacher. Teacher joined class 5 min late and left class 15 min early. Cx wants a teacher change or a refund. Whose approval will you take before initiating the process of teacher change?

• Satyam

• Soeleen

• Sanket

• No approval needed. PRM can take the decision.

Student Sakshi is on a starting point of Level 1 Lesson 61. You received a call from parent of the student and she thinks that current level of her classes are too difficult for Sakshi. Cx requests you to make the change. What is the next step that you will take?

• I will raise a ticket and assign it to Learning outcome team for approval

• I will raise a ticket and assign ticket to delivery ops and request them to reduce the starting point to Level 1 Lesson 31

• I will raise a ticket and assign ticket to delivery ops and request them to reduce the starting point to Level 1 Lesson Lesson 1

• I will discuss this case with Satyam during our team stand up

The customer has requested to change the class frequency from Saturday-Sunday to MWF batch. What will be the immediate next step?

• Communicate with the customer that the changes will be made in 7 days

• Immediately change the Batch of the kid as per the new frequency

• Inform the customer about the change in instalment amount and get their confirmation

• Inform the customer that the MWF option is not available.

The teacher has requested for the level change of the student after receiving approval from the teacher coach and the ticket has been assigned to you. What next steps will you take to resolve the issue?

• Assign a ticket to delivery ops to make the level change

• Call Cx and get the consent from the parent to make the level change.

• Approve the request made by the teacher and ask her to teach as per new level

• Assign the ticket to Madhumita from Learning outcomes team

Cx requests for change of class timings. Which of the following is not a valid option of class timings that can be offered to Cx.

• 02:00 PM

• 03:00 PM

• 04:30 PM

• 07:00 PM

What is the subscription amount for the class frequency of MWF?

• INR 599

• INR 1099

• INR 3499

• INR 2000

What is the expected time to resolve a time change request received from the customer?

• 24 Hours

• 48 Hours

• 96 Hours

• 7 Days

You have raised a ticket related to time change and assigned the ticket to delivery ops. The Delivery team has assigned a new batch and the same has been updated in the B2C Sheet. Are there any next steps pending for you to close the ticket? 

• No. The issue has been resolved.

• Yes. Delivery team needs to send the link to Cx on whatsapp.

• Yes. PRM needs to send the new class link with Cx and inform them that the issue has been resolved.

• No. Cx will get the new class link automatically