Agitated CX
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? |
| Customer Problem Statements | A. check ho many time cx faced issue with the product B. Cx is not aligned with resolution C. Cx has incurred loss / damages / serious issues in the ownership experience If customer query not clear ask them to elaborate the issue. |
| Canned Responses (Level 1) If Cx seems agitated on Chat then use this -> | We are here to address your concern. We'll make sure that all your concerns are highlighted to our management, kindly let us know if we can discuss the whole problem over the call to give you the better resolution on priority this time. |
| Resolution | Understand the complete scenario over call then compare with above mentioned issues, whether CX is agitated. If Cx is agitated then -> Borrow a time of 2 hrs from Cx. |
Detailed RCA Format | Current Ticket ID Old Ticket IDs |
| service end date | |
| 1st Issue with date and resolution | |
| 2nd Issue with date and resolution | |
| and so on. | |
| Current Cx expectations, share RCA with trainer |