Customer Service Desk[1]

8/8/2019 Customer Service Desk[1]

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CUSTOMER SERVICE DESK

LIST OF ACTIVITIES:1. Product Exchange/Refund2. Lost & Found issues3. Paging

4. Department Details (categories/Sub categories)5. List of contact Nos.6. In store announcements7. Maintain walk in and conversion

8. Warranty Card stamping9. Maintain Carry Bag Stocks10. Gift Wrapping11. Attending customer queries,complaints,requests

12. Reporting the customer complaints to HO to [email protected]. Ph:9324139199; [email protected];[email protected];[email protected]

RECORDS TO BE MAINTAINED:

1. Stock handover from CSD to DM/SCM2. Lost & Found Register3. Announcement register4. Call Log sheet5. GRN6. Job Ticket7. Offer details.

PHONE CALLS:

TYPE 1:Enquiry about store opening/closing(Opening: 10:00 am, Closing 8:30 pm)

SCRIPT Good Morning/ Good Evening/ Good Afternoon. Thankyou for calling BigBazaar at Super home. This is Niki/Chandan, how can I help you.TYPE 2:

Product Specific Enquiry

Transfer the call to the DM

If DM is not available, take the phone no. from the customer & callback after taking the required details from the Department.

TYPE 3:Refund /Exchange Policies

The refund policy of Home Bazaar is as follows:

If the customer is with your purchases, he can simply return theunassembled item within 15 days of purchase for either exchange or a full refund.

The customer needs to bring the original receipt & the item back in its originalpacking.
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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However this policy exempts the company from accepting returns onassembled furniture, cut fabric, cut fabric, cut blinds, bed linen, unwrappedmattresses, products damaged after leaving the store, items on sale & itemsmade to the specific requirement of the customer

PRODUCT EXCHANGE/REFUND:

TYPE 1:EXCHANGE

1. Security stops the customer & issues gate pass.

2. Customer approaches CSD3. CSD listens to the complaint & collects back the original invoice along with

the product from the customer.

4. CSD informs the particular DM/AM/TL

5. DM/AM/TL reaches the CSD & checks the product

6. Incase the product is found faulty/damaged & certified by DM/AM, CSDprepares the GRN

7. The product is handed over to the DM/AM/TL after obtaining his signatureon the Stock transfer from CSD to DM register

8. The Original invoice along with the original copy of GRN is handed over tothe customer who in turn hands over the same to the Head cashier. TheHead cashier cancels the original invoice & issues the credit note to thecustomer.

9. The cashier informs the customer about the validity period of CRN.

TYPE 2:REFUND/Exchange

1 Security stops the customer & issues gate pass.2 Customer approaches Home Guide where the customer is directed

towards the CSD3 CSD listens to the complaint & collects back the original invoice along

with the product from the customer.4 CSD informs the particular DM5 DM/TL reaches the CSD & checks the product6 Incase the product is found faulty/damaged, CSD prepares the GRN7 The product is handed over to the DM after obtaining his signature on

the Stock transfer from CSD to DM register

8 The Original invoice along with the original copy of GRN is handed overto the commercial department through DM/TL recommending them

for refund/ Credit Note9 CSD will inform the customer that the max amount that can berefunded through cash is 19,999/- Rs.

10 Commercial executive shall process the refund, obtaining the signatureof Unit Head/Commercial Manager (DM/TL to facilitate).

11 Commercial executive shall ask the cashier to make the credit note12 The customer has to redeem the credit note prepared by the cashierby

handing over credit note receiving the cheque (DM/TL to facilitate).

TIME TAKEN FOR THE PROCESS: 20 mins


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TYPE 3:REFUND INCASE OF DELAYED DELIVERIES

1. Customer approaches CSD after being directed there by security2. CSD collects advance paid receipt + Original Performa Invoice from the

customer & then calls the respective DM, seeks clarification on the same.3. In case the customer is not satisfied with the clarification & demands refund,

CSD shall hand over the APR to the commercial department through DMrecommending them for refund

4. CSD will inform the customer that the max amount that can be refundedthrough cash is 19999/- Rs.

5. Commercial executive shall process the refund, obtaining the signature of UnitHead/Commercial Manager (DM/TL to facilitate).

6. Commercial executive shall ask the cashier to make the credit note7. The customer has to redeem the credit note prepared by the cashierby

handing over credit note receiving the cheque (DM/TL to facilitate).

LOST & FOUND ISSUES

1. Customer approaches the CSD.2. CSD records the details of the lost item in the Lost & Found register.3. CSD makes paging to the floor giving the details of the lost item & requesting

all to return the lost object, if found, to the CSD4. CSD calls up the customer requesting him to visit the store & collect his

belongings from CSD5. CSD clarifies with the customer regarding the found object.6. CSD then obtains the signature of the customer in the Lost & Found Register

& hands over the item.

PAGINGTYPE 1:

STAFF PAGINGFor Example:-Paging for Mr. _____. You are requested to meet the Unit head/Commercial

Mgr/CSD/HT Square.. as _______ is waiting for you

TYPE 2:BABYS LOST

TYPE 3:LOST & FOUND OBJECTS

TYPE 4:

PROMOTIONAL PAGING

DEPARTMENT DETAILSREADY RECKONER:

1 No of departments in the store2 Categories under each department3 Product details under the category (Excel format)4 Store Layout


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Customer Service Desk[1]

Documents

Transcript of Customer Service Desk[1]