CS PKT _ 1st fortnight _ Dec'24

How would you resolve a situation where an auto ride stopped midway due to no fuel, and the customer is requesting a refund?

• Proceed with the ride amount refund

• Gently deny the refund

• None of the above

How would you assist a customer , who is using an IOS device, in retrieving an invoice that is over 90 days old?

• Raise a child ticket to tech team for support & resolve once received the update from tech team

• Move the ticket to invoice bucket by mentioning customer that team will share the invoice

• Ask customer to download it from the Rapido App

A customer using an Android device requests an invoice older than 90 days. The agent should move that ticket to invoice bucket.

• TRUE

• FALSE

If a customer was charged an excess fare for a bike ride and you refunded the extra amount, how would you communicate the refund details to the customer?

• You should inform the refund amount communication only through call

• You can inform the same through chat/ticket response

• None of the above

If a captain collected extra payment through a digital mode and the customer is delaying sharing the screenshot, is it mandatory to call the captain for validation? Yes or No?

• Yes

• No

In a chat, if an agent asks the customer to share the screenshot proof directly to '[e-mail]' without guiding them to use the 'paperclip icon' in the chat to share the screenshot, is this correct or wrong process?

• Correct

• Wrong

If a customer raises a ticket and the Founder is tagged in the email, what steps should the agent take to handle these tickets?

• The ticket should be replied as per the concern & move it to CE Desk

• The ticket should be directly moved to the CE Desk

• You can reply from CS & resolve the ticket

Sam and Fred ___ TV on Friday evenings.

• don't watch

• doesn't watch

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

• studies

• reads

• read

• work

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