CS PKT 1st FN July '23

What is the TAT after which the Pending Ticket will be auto-closed?

• 48 Hrs

• 72 Hrs

• 24 Hrs

• 12 Hrs

Customer states he was supposed to be charged INR 50 as he had applied a coupon for the Ride but he was charged INR 65 and on checking the ride details we see no coupon was applied to the ride, what will be the resolution to the Customer?

• Refund the Coupon max discount amount to the Customer

• Ask the Customer to validate the coupon details properly before booking the ride

• Deny the Customer Claim

• Refund the difference amount and resolve the issue

Customer reached out asking if he can choose the Gender of the Captain for his/her rides , and post response to the Customer what will be the disposition here?

• General Enquiry - Others

• General Enquiry - Suggestions

• General Enquiry - Captain Details

• General Enquiry - Female Captain Enquiry

What is the use of One Pass?

• Applicable to both Bike Taxi & Auto

• Applicable to Bike Taxi

• Applicable to Auto

• There is no such a Pass

Choose the Quality which the Customer Support associate must posses?

• All of these

• Collect the Maximum Feedback

• Build Inclusiveness

• Be the Top of Mind in Communication

How do you handle difficult customers?

• All of these

• Engage in active listening

• Keep calm throughout the interaction

• Practice empathy

Put ________ bag on ________ table, then give me ________ apple and ________ bar of chocolate.

• the … the … an … a

• a … the … an … the

• the … the … a … a

• a … a … the … the

A customer says that the fare shown was different at the time he booked the ride and now it changed. On checking the system you find that there is a change in the drop location. You as a chat agent should refund the difference amount?

• Yes

• No

If the customer approaches you with a query that can he change drop location as his ride is booked. You will say that

• Yes, he can change the drop location

• No, he cannot change the drop location

You get a call from the customer with a request to delete his account. What will you do?

• Try to convince the customer by knowing the reason for the account deletion.

• Directly initiate with the account deletion process