Account Blocked: CRM View:-
- Verify the status In customer profile from CRM
- Convey the reason given along with status to the customer
Voice/Email Team:
- Only if the ban is due to Excessive Cancellation (How to Check the Status/ Un-ban) - Voice/Email Team will unban from CRM & Dispose under Complaint > Account Issue > Account Blocked (How to Dispose?)
- Login Failed – Ban due to Permissible Limit Exceeded / Error Message - “Login failed. You have violated Ola Login/Security policy” – Convince the customer that “this is a system defined process and hence they won’t be able to login now; however they can try logging in after a week”.
- For any other case of ban - Inform customer that he has been banned due to violation of Ola Policy
- If there is an Outage (Multiple users affected),CC Supervisor/Tech will raise a JIRA ticket taking input from agents (Samples). Describe the full issue as faced by the customer in the ticket. (How to raise a Jira Ticket?)
CS Tech Team (only when ticket is escalated):
- Follow up on the Jira ticket and monitor the closure of the issue
- Once the issue is solved, Submit the ticket using the macro I am solving this ticket with details of the resolution. (How to Solve/Escalate the Ticket)
Account Blocked: Self-Serve View:-
- Guide the customer to raise a request/Call us in case the account is blocked
- Ensure that the Banned Reason is not because of Fraud
Self Serve:
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