Steps:
Acknowledge complaint within SLA
Empathize, Apologize professionally and provide reassurance
Identify issue (product/service/store/system)
Gather all the necessary details (Name, Contact Number, Branch, and etc.)
Tag the contact reasons correctly in system
Investigate internally (store, ops, etc.)
Escalate accordingly
Keep the customer updated following the SLA’s
Provide resolution or ETA
Follow up and confirm satisfaction
Resolve ticket with clear notes
TAT: 24 hours
Escalation: If no resolution in 24 hrs → escalate to TL/Manager
Follow up's:
- 1st follow up: After 2 hours
- 2nd follow up: After 6 hours
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