CS PKT _ 1st fortnight _ May'24

Customer requesting for the cab & Auto invoice within 90 days: what are the steps needs to be followed?

• Create & share the invoice with the customer promptly after creation.

• Move the ticket into Invoice bucket

Customer requesting for the cab & auto invoice for more than 90 days rides, the invoices can be created by the agent & sent it to customer.

• True - Create & share the invoice with the customer promptly after creation.

• False - the agent should move the ticket into Invoice bucket in open status

While moving the Invoice tickets into the Invoice bucket, what are the steps need to be followed?

• Keep the ticket in open status

• Select agent nam/ TL name and then move into the Invoice bucket

Geeta raised request to transfer the wallet balance into source account? Add money transaction done from customer end.

• Check the add money - if it's within last 6 months, if yes - move the ticket into WSR group

• If the add money is more than 6 month older, get the customer Pan/Aadhar proof before moving it to WSR group

• TAT should be informed 4hrs

• All of the above

Rahul said he is unable to use wallet balance for Auto/Cab services(no bike service in the city), hence requested to transfer the amount to bank account?

• Convince the customer to use the wallet balance for bike services and resolve the ticket

• Add money is not there hence ask the customer to share Pan/Aadhar proof, once received move the ticket into WSR bucket

What is the TAT for waller to source refund?

• 7 business working days

• 4-HR TAT

• Both

While move the WSR tickets in which status need to move the ticket and what are the steps?

• Keep the ticket in Pending status and assign in TL name

• Keep the ticket in Open status and assign in the respective center SPOC name

How many Invoices, can agent send with the customers?

• Any number of invoices which is within 90 days

• More than 5 invoices then move the ticket into Invoice bucket

While handling a critical escalation, what all validations needs to be done to identify whether its a P0/Non P0?

• Customer Gender

• Severity defined by the customer - it will be considered as 'high' if customer is irate & want action to be taken on captain

• Captain risk profile

• If any proof shared by customer

He was very ashamed ........his rude behaviour.

• besause

• Of

• Both (A & B)