flipkart calling

1. Improved On-call Customer Experience
Flipkart pilot project

2. W h y are w e
doing this
project?
Most of our customers are happy despite non-resolution of issues for
the following reasons….
● of these customers were happy for
receiving:
○ Explanation of backend processes
○ Explanation of tech/platform
limitation
○ Understanding policy rationale
● of these customers rated highly the polite
and courteous behaviour of consultants /
apologetic tone and careful listening
● of these customers appreciated the
consultant for quick understanding of
complex issues and providing a structured
response
We need your help in perfecting all the above areas and truly
deliver a delightful on-call customer experience

3. Objectives of
this project:
● To significantly change the way we speak to customers
● To be extremely friendly to customers at all times
● To reduce anxiety and irritation levels of customers
● To patiently talk to customers without rush or time pressure
● To capture complete notes containing all customer
information using a new notes template
YOU are the Consultants selected to run and test this brand new model
of speaking to customers;
At the end of this project, all Flipkart Consultants across all centers will
be taught guidelines developed using YOUR help

4. W h at are
w e learning
today?
● Let’s know each other
● Know your customer
● Being professional on call
● Respecting your customer’s time
● What to say in different customer situations and call types

5. K n o w your Customer

6. K n o w Your Customer
● Call Opening
● Personalization
● Acknowledge the regular and new
buyers
● Role Play

7. Call Ope ning
● Open the call within first 5 seconds
● Introduce the brand and yourself
Call opening(Registered number displayed on the screen):
Welcome to Flipkart! You are speaking to Monika. Am I speaking to Gaurav?(Confirm customer’s name) How may I
help you Gaurav?
Call opening(Registered number not displayed on the screen):
Welcome to Flipkart ! You are speaking to Monika.To verify your Flipkart account details and help you out, May I
know your registered contact number and e-mail ID please?
If customer name is not available/Organisation name is available:
May I know whom am I talking to?
Greet slowly, warmly and
in a friendly tone

8. Personalization O n Call
Address customer with his /her first name on call or last name only in case of titles.
For example :
● How may I help you, Gaurav?
● Are you referring to Redmi mobile, Shilpa?
● Am I talking to Dr. Kumar?
Take a quick look at the incident history for the customer’s order (incidents, return
tickets, refund tickets etc.) and use that information to personalize the conversation.
E.g. Gaurav, I see that you had reached us earlier about your request to return the shirt
you had purchased on Flipkart on Mar 1, 2018. Please be assured that I’ll definitely help
you with your request.

9. Ac kno wle dge the regular buyer
Quick Check points:
● Customer’s recent purchase history
● Cancellation/return history
For Example: If there are several purchases made by the customer in the last 2-3 months, say:
In case of complaint:
Monika, I’m really sorry that installation of your Whirlpool washing machine is delayed by the service provider. Not
to worry, we’ll work with the service provider so they can help you with the installation within the next <TAT>. I also
see that you have been shopping on Flipkart regularly. I’d like to take a moment to thank you for shopping with us.
In case of query:
“Sudhir, I can see that you are a frequent buyer on Flipkart. Thank you for having faith in us. I’ll definitely answer
any questions that you have.”

10. In case the customer is a very recent buyer on Flipkart then say:
Example: In case of complaint about damaged product:
“Ajay I’m really sorry that you’ve got a damaged iPhone X. Not to worry, I’ll get working
with the seller on this and you will get an update on this in the next X days. Also, we’ll
have the seller share feedback with their courier service provider to avoid instances like
these in the future. I also see that you’ve recently started shopping on Flipkart, I’d like to
take a moment to thank you for shopping with us/it’s great to have you join our family.”
In case of query:
“Ajay, I can see that you have recently started shopping with Flipkart. It’s great to have
you join our family. I’ll definitely answer any questions that you have, and I hope that
you’ll continue shopping with Flipkart.”
Ac kno wle dge the n e w buyer

11. K n o w your
Customer
SUMMARY
● Open the call within first 5 seconds with a warm and
friendly introduction
● Personalize the conversation by having a quick look at
customer incident history proactively
● Acknowledge the regular and new buyers differently

12. B e i n g professional on call

13. Be ing Professional O n The Call
● Do not rush through the call; talk slowly and patiently and ensure that the customer
completely understands what you are saying
● Usage of courteous words and appropriate tone
● Empathy on call
● Usage of assurance sentences
● Sound confident on the call
● Role Play

14. Do’s
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Thank You
Don’ts

15. Alternative of Don’t
Examples:
● Instead of using “Not possible ”during return denial for non returnable category, please say
“I’m sorry to let you know that the seller will not be able to fulfil your request for a replacement
as the product is part of a non-returnable category.
● Instead of using “I cannot” during denial of a return where complaint raised post 10 days
replacement policy, say “I’m sorry to let you know that the seller will not be able to fulfil your
return request for replacement as the product has crossed the seller’s 10-day returns policy
period as it was delivered on Mar 1, 2018. Not to worry, the product is covered under a 1-year
warranty by the manufacturer, you can visit an authorised service centre closest to you to get
the required support. I’ll be happy to help you with the details of the service centre like the
address, working hours and phone number. Would you like to make a note of that?

16. Courteous Phrases:
Delay in delivery:
➔ “I understand that you were looking forward to getting the order and I am really sorry that
there is a delay in the order being delivered by the courier service provider. I’d like to assure
you that we’ll work with the courier service provider so that the order can be delivered within
<TAT>.
➔ “I understand your request Shalini, I’m sorry to let you know that the seller will not be able to
fulfil the return request as the diaper you’ve ordered is part of non-returnable category.
➔ “Could you please let me know the exact concern with the product delivered?”
➔ “Thank you for providing the information”.

17. Display E m pathy
Why is “Empathy” so important?
It conveys a message that “Iunderstand your concern and I care for you”.
Be empathetic by understanding the customer’s concern
● Echo their frustration: “Ican understand how much effort and time you had to
spend trying to get an update about the pick up of your Samsung mobile. Please be
assured that we are trying to work around your concern with the courier service
provider. We will definitely get back to you with an update by <TAT>.

18. Display Empathy
Apologize warmly, genuinely and reassure customer :
“I’msorry that your order for Micromax mobile was not delivered on time by the courier
service provider, I can also see that you had reached us twice to get an update about the
delivery of product. Please be assured that we’re working with the courier service
provider to have the order reach you. We will definitely share an update within <TAT>.”

19. Appropriate
Tone and
Usage of
Assurance
Sentences
● Speak in simple language which is easy for the customer to
understand
● Speak in a normal tone
● Do not RUSH on the call
● Do not be rude to the customer
● Most importantly sound CONFIDENT on call. It gives customer
a lot of comfort
Use sentences like “I assure you”, “I will surely assist you with your
concern”,“I will be more than happy to help you”,“I will
definitely/certainly assist you”.
REMEMBER :“It’s not what we say, it’s how we say it.”

20. Call Closing
End the call in a friendly and patient tone:
Examples:
“I hope I was able to address your concern. Is there anything else apart from this I may
assist you with? Thank you for calling Flipkart have a great day ahead !”
“Itwas my pleasure to help you with your request and I hope I was able to help you.
Please call us anytime if you need assistance again. Thank you for contacting Flipkart
have a good day !”
“We are committed to providing you the best experience. Thank you for calling Flipkart,
please reach out to us again if you require any other help!”

21. B e i n g
professional
on the call
SUMMARY
● Do not rush through the call
● Be courteous, empathetic and confident
● Assure the customer about the resolution
to his problem
● Remember the words that are acceptable
and aren’t
● Always speak in a simple language
● End the call with a friendly closing
message

22. Respect your Customer’s time

23. Respect your customer’s time
● Probe effectively
● Avoid repetition
● Hold procedure
● Avoid dead air
● Listen actively

24. Effective Probing & Don’t m a k e customer repeat
Probe for better understanding of query.
Different types of questions
● Closed ended: Are you talking about the Samsung mobile which was delivered to you a day
before?
● Open ended: May I know the issue you’re experiencing with your Mi Television so that I can
help you out?
Don’t make customer repeat:
Paraphrase the query of the customer to gain clarity instead of asking customer to repeat ,when
query is not clear.
Example: Ramesh, I can see that you’d raised a replacement request for the Transcend pen drive
delivered to you a day before. If I understand your concern right, you mentioned that the product
delivered to you is not being detected by any computer. Am I right ?

25. Hold Procedure
PERMISSION - Seek permission from customer before placing call on hold.
DURATION - Specify duration of hold to customer.
REASON - Specify the reason for placing call on hold.
THANK - Thank the customer after resuming hold.
For Example: May I please place your call on hold for 1 minute to check the information and and get back to you?
Note :Customer says yes, Thank the customer before placing call on hold, also thank the customer after
resuming hold. Example: Thank you so much for your time/ Thanks for being on line/ Thanks for waiting
● Rehold : It is taking some more time for me to fetch the information for you, would you mind if I place your
call on hold for one more minute?
Remember: Don’t exceed hold ,refresh customer’s call within stipulated time .

26. ● Do not place customer’s call on mute .
● Avoid dead air throughout the call and use hold when required
● Acknowledge customer irrespective of the duration in order to avoid dead air.
● Keep the customer informed about the action that you take to resolve his concern
● DO NOT repeatedly and mechanically say “please stay on hold” or ‘please wait’
every few seconds just to avoid dead air; follow hold procedure in such
cases
Avoid De ad air

27. Focus - Pay attention when customer speaks, do not make customer repeat
Let Customer Speak - Let customer finish talking, do not interrupt while customer is talking
Summarizing - Shows how attentively you have been listening, allows you to clarify what you heard
Acknowledge -Acknowledge the customer’s message
Active Listening

28. Respect your
customer ’s time
SUMMARY
● Probe effectively for better understanding of
query/complaint
● Avoid repetition of any information or statements
● Follow correct hold procedure
● Avoid dead air at all times
● Listen actively to what the customer has to say
throughout the call

29. Process C h a n g e s
‘What are the process changes we will have to follow in this project?’

30. Daily huddles
You will be a part of
proper 15-30 minute
daily pre-shift huddles
with team leads to
discuss progress,
problems and queries
regarding any part of
the project
The SUCCESS of
this project depends
on ALL of you
following these
process changes
properly every day!
End of Week feedback
from you
We will send you a
form to fill every week
on (a) problems you
faced, (b) areas you
felt impacted cust.
satisfaction; we/TLs
will also talk to you
regularly on the same
Regular Trainings
Based on your
feedback, we will hold
short refresher
sessions every week
and trainings on new
instructions every 1-2
weeks
Real-time feedback
to you
Hear your team leads’
(and customer/CSAT)
feedbacks real-time
every day and use it
well to perfect
everything you are
being taught in
training

31. Call scenarios
‘What to say in different customer situations’

32. H o w did we
select these
scenarios?
We analysed thousands of calls and customer feedbacks to
select the training scenarios for today on following criteria:
Volume:These scenarios are very common and
you face them several times every day
CSAT Scores: These scenarios have registered low
CSAT scores i.e. driving customer dissatisfaction
Consultant Feedback:Many consultants have said
that they feel helpless when facing such situations

33. W h i c h
customer
situations
will w e be
covering
today?
● Customer unhappy with seller (e.g. product quality)
● Delay in delivery
● Refund inquiry before promised date
● Refund inquiry after promised date (ARN/RRN available)
● Cancellation related (out of stock cancellation)
● Offers related
● L1 Consultant limitations
● Customer wanting faster delivery (post-purchase)
Many more to come over the coming weeks!!

34. Scenario 1: customer unhappy with sellers
(product quality)
Acknowledge Customers concern: I’m really sorry that you are not happy with the
product delivered to you today.
Provide logical explanation for denial: I am so sorry to let you know that a product
return is dependent on seller and they can fulfil your return request only as per their
return policy. As per the seller’s policy, a replacement can be provided only if the item
delivered is damaged, defective or not as described on the product page.
Take Feedback: However, I am taking your feedback about the product and will definitely
pass it onto the seller so that you and other customers will have a better experience in
future.
Communicate difference between seller and Flipkart;
assure feedback will be passed to seller

35. Scenario 2: Delay in Delivery
Be empathetic to customer: I am sorry that delivery of your product has been delayed.I
will try my best to help you with a resolution.
Inform customer the current status of product and explanation behind disconnect:
Please allow me a moment to explain. I see that product was successfully shipped from
Bangalore and is currently at Delhi main delivery facility. As you can see there are many
stages involved in getting the product from the seller to your doorstep. There seems to
be a delay in getting the product to the concerned delivery location.
Assure customer about the action that can be taken: However, we will have a quick
check with the courier service provider and get back to you with an update. Thank you so
much for your understanding.
Explain to the customer the many stages and effort
involved in getting the product to his doorstep

36. Scenario 3: Refund inquiry before promised date
Acknowledge customer: I completely understand that you would like your money back
as soon as possible.
Explain the process: Please allow me to explain the process. Once the product is picked
up by the courier service provider and confirmed, right after that the refund will be
initiated by the seller. After this, it’s your bank that takes a few days to transfer the
money to your account/card. .
Set correct expectation: Please be assured that the refund will be credited to your
{card/account} by {TAT/SLA}, which is mostly due to time taken by your bank.
Pass the accountability to the customer’s bank

37. Scenario 4: Inquiry about refund post promised
date (ARN/RRN available)
Display Empathy: I am really sorry that there has been a delay in the refund being
credited to your {card/account}.
Explain the situation:I would like to let you to know that seller has already transferred
the refund amount XX days back and it’s being processed by your bank. It’s actually the
banks that typically take few working days to process the transaction before transferring
the amount back to your account. Hence request you to check with your respective bank
for further information.
Offer Additional information: Provide ARN/ RRN and request customer to check with
his respective bank. Provide instructions for bank grievance form etc. as relevant
Pass the accountability to the customer’s bank

38. Scenario 5: Cancellation related (Out of stock
cancellation)
Display Empathy: Rakesh, I understand that you were looking forward to getting the product and I’m really sorry
that it was cancelled by the seller as they ran out of stock of the product while your order was being placed.
Explain the disconnect: This usually happens when the product is popular and the seller may have run out of the
stock faster than expected. That said, we’ll definitely share feedback with the seller so that they can work on
making your shopping experience in future a delightful one.
Provide alternatives: I see that there are similar products available, would you like me to share details of those?/ I
see that the product is back in stock and you can place a fresh order for the same/ The next sale for this product
is scheduled on Mar 14, 2018 and you can place a new order for this item.
Attribute the issue to seller; Explain many people trying to
buy product; talk about stocks refilling and frequent sales

39. Scenario 6: Offers related
In addition to answer customer’s primary concern, offer supplemental information that
may be of use to the customer.
● If the customer inquires about a mobile phone sale, give him information on other
mobile sales going on/coming up and tell him how to navigate to more offers
For Example:
● I’m so sorry to let you know that the offer on this dress isn’t available for your Axis
bank credit card. However, there’s another offer - 10% off on PhonePe
transactions on the same dress, you should have a look
● Sorry to know that ,you could not place the order during the sale. I would like to tell
you that this flash sale happens every Wednesday at 12:00 pm . Here are a few tips
to help you during the next sale...

40. Scenario 6: Offers related
● Log in to your Flipkart account a few minutes before the scheduled flash sale time of 12 noon.
● Please have the delivery address and contact details added to your Flipkart account, select it as
‘default’ and tap ‘Save changes’. This will ensure that your preferred address is the first one to
be displayed.
● Click on ‘Buy now’ instead of ‘Add to cart’ and complete the payment process quickly.
● In case you do not see the ‘Buy now’ button, keep refreshing the page.
● You can choose payment modes like Cash on Delivery or Card on Delivery based on the
availability at your pincode so your purchase is completed faster.
I hope these tips will help you buy the {product_name} you’re looking for.
Provide additional information on other relevant offers, not just yes/no on the specific offer; ensure
customer understands offers and sales keep happening frequently

41. Scenario 7: L1 Consultant limitations
On being asked why can’t the L1 Consultant help the customer right now/immediately:
Explain: I completely understand that you’d like to get an update on your request for
{issue/query} immediately. Our back-end team is working very closely with
{seller/courier service provider/service provider/bank} to get this sorted at the earliest,
and hence please allow us some time.
Assurance: Please be assured that we’ll positively get back to you with an update within
the next {TAT}, and you won’t need to call us again. I’d like to personally thank you for
being patient while we work on sorting this out for you.
Assure customer that back-end team is working with the
relevant 3rd party hence needs time; issue will be
resolved asap; FK will contact them, they don’t need to
call again

42. Scenario 8: Customer wanting faster delivery
(post-purchase)
Acknowledge customers concern : I completely understand that you want your product delivered as
soon as possible, and might be even willing to pay extra for it. Though the product might reach you
sooner than promised date, I’m so sorry we can’t guarantee it
Explain the inability: Let me explain why this isn’t possible. There are many stages between seller
dispatching the product and the product arriving at your doorstep (Seller, warehouse, multiple hubs,
courier service etc.), and the product is being delivered to you from a huge distance away. After you
made the purchase, the process has already been started from seller end and it’s not possible to
interrupt it midway.
Set right expectation: I can see that the product is scheduled to be delivered by <date> as
communicated to you at the time of purchase. Also, in the future you can look for products that
have an option for faster delivery, which you can opt for when making purchase.
Explain effort and distance involved in getting product to customer’s
doorstep; politely confirm that product is scheduled to arrive by the date
that was promised during purchase; suggest faster delivery options for
future

43. Call
Scenarios
SUMMARY
● Customer unhappy with seller (product quality)
○ Explain difference b/w seller and FK; assure feedback will be passed to
seller
● Delay in delivery
○ Explain many stages + effort involved in getting the product to doorstep
● Refund inquiry before promised date
○ Pass the accountability to the customer’s bank
● Refund inquiry after promised date (ARN/RRN available)
○ Pass the accountability to the customer’s bank
● Cancellation related (out of stock cancellation)
○ Attribute issue to seller; explain many people trying to buy product; talk
about stocks refilling and frequent sales
● Offers related
○ Provide additional information on other relevant offers, not just yes/no
on specific offer; ensure customer understands offers and frequent sales
● L1 Consultant limitations
○ Assure customer that your team is working with relevant 3rd party; issue
will be resolved asap; FK will call customer, they don’t need to call again
● Customer wanting faster delivery (post-purchase)
○ Explain effort and distance involved; politely confirm that product is
scheduled to arrive by the date promised during purchase; suggest faster
delivery options for future

44. THANK YOU!