PKT _ 1st fortnight _ April'24 - CS

Over chat - customer complained that the captain collected money in the personal UPI also after paying through the wallet. How to probe for the proof?

• Agent should ask to share proof to '[e-mail]' email ID

• Agent should ask to share proof by attaching the same chat, if customer mentions that he is not able to share - then ask to share it to the email ID

• Gently deny the refund

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

Parcel send through 'Bike' ride & the captain didn't delivered the item. While tried calling the captain he is not responding, what should be the agent doing here?

• Check whether the captain is on any live ride, if yes - raise a service ticket & get the follow-up done once the live ride get end(Need to inform supervisor to arrange a follow-up on time)

• No need to check the captain live ride details

• None of the above

Fill in the blank: James ___ books by Stephanie Meyer.

• studies

• reads

• read

• work

If the customer complained that the captain was unprofessional during the ride & he/she just wanted to highlight it. What will be the issue category here.

• P0

• Non P0

Customer complains that the captain was asking unnecessary personal questions while riding - for these scenario the calling is not mandatory.

• TRUE

• FALSE

As per the Severity Metrix table, if the raised concerned identified as P0. What should be the mandatory actions needs to be taken by the respective agent & the TL(Any misses will be ZTP).

• Need to permenantely suspend the captain by the TL

• Need to highlight it to city team marking P0 email group(If any support required by the city team on legal or medical - need to edit the subject line as 'Ops intervention required & the existing subject line')

• Need to highlight in the critical escalations whatsapp group by the respective TL/AM/Manager

• Need to call the city team & inform about the incident

• All of the above

Male customer complaint that the captain used abusive words & the customer wants to file an FIR. As we checked the captain risk segment is 'high risk', what will be the issue category here?

• P0

• General Ticket

• P1/P2

• Tech ticket

Is it mandatory to call the captain for the parcel not delivered scenario - Any service?

• Yes

• No

Pending auto close' disposition is manually selected by the agent.

• TRUE

• False - its auto selected by the system when the pending ticket get auto close