Cases Tagged Under L2
| Case Type | Point to Check | Actioning |
Out of Warranty |
Beauty Damage warranty - 10 Days | In case the customer reaches out to us after the warranty period, the L1 agent will handle the case as per their SOP.We will not tag L2. |
| Cleaning Damage warranty - 72 Hours | ||
| EPC Overcharge - 30 Days | ||
| Property Damage warranty - 72 Hours | ||
| Supervisor Call | Handle as per SOP | If the customer is asking for a supervisor call, we will ask the TL to take the call but do not transfer the case to L2. |
| Cross POD Callback | Fill cross POD Callback sheet | If the customer raises the issue related to other categories, handle as per SOP. |
Proper Documentation |
Notes Format: | Proper notes to be mentioned as per given format |
| - Case Date: Aug 30, 2024 | ||
| - Customer Reason of Complaint: | ||
| - Reason for Park/Resolution: | ||
| - Follow-up Date: NA | ||
| - Pending On/With: NA | ||
| - Additional Remarks (if any): | ||
| - PX Confirmation (if any): | ||
| - POA (if any): | ||
| Skin Damage | Offering derma and refund both | If the customer raises a skin damage complaint, escalate to L2 directly instead of offering a refund or derma. |