CS PKT _ Feb'24 - 2nd fortnight

If the customer concern is not clear in the rating ticket - also customer not responded on calls. Here the agent will keep the ticket in pending status(replying customer about the calling status), & if the customer not responded within 48hrs the ticket will get auto closed. Is this process only valid for Rating ticket?

• No - this is valid for all types of ticket like 'Chatbot tickets, SOS tickets, Email ticket, etc...'

• Yes - it's this process is only for Rating ticket(if any other tickets gets auto closed - action will be taken against the defaulter)

Customer send an email & the ticket got created. However for customer not responded to calls for getting the required information, agent kept the ticket in 'Pending' Status & its got auto closed.

• Its a ZTP for ticket ticket avoidance

• Agent followed the right process

• Any ticket can be auto closed

Customer claiming that he got less price for bike taxi from the other service provider, what will be the disposition for the query.

• General Enquiry - Other

• General Enquiry - Price Hike

• LPG - Adjust LPG

Wants to become a Rapido captain & agent guided the process. It should be tagged as.

• General Enquiry - Other

• General Enquiry - Want to be a Rapido Captain

Customer enquiring about unable to use the wallet balance in the Auto ride, what will be the disposition here?

• General Enquiry - Other

• LPG - Adjust LPG

• Tech Issue - Wallet issue

• None of the above

Bob ___ football every Monday and Thursday.

• play

• plays

Customer took a ride through a 3 wheeler and said cp collected extra cash, what would be the resolution?

• Cash_CP Accepted_Refund

• Auto_Cash_Refund Denied

• Cash_CP Denies/Not connected_Refund seeker

Customer said paid an extra amount to the auto fare and shared the screenshot for extra payment ?

• Validate the screenshot and process the refund

• Educate the customer and gently deny for the refund

Customer complained that the cab driver did not turn on the "AC"? What would be the disposition?

• No AC

• DE/CE for AC

If Captain demanded or collected extra money for AC, what would be the resolution

• Apologise for the inconvenience and process service gesture

• Educate the customer and gently deny for the refund