Complaint's Goals
As a marketplace platform we working to achieve a highly customer satisfaction about our service that reflect positively to Technician's orders numbers. Create a strong data base of customers and technicians that make our platform has a highly numbers of consumers.
Main points for handling:
- Take complaints from customers with highly responsive actions.
- Ask question that make you understand the customer problem.
- Recap with customer his problem and take the action according to that.
- Escalation part of solution.
- Keep in touch with customer.
- Get one answer from operation, if answer not will make the customer satisfied we must to escalate.
- Finish the case with making customer happy.
Technical compliant:
Terms of guarantee visit :
- We book a guarantee visit on a same call of complaining customer with following the below terms :
- During the guarantee period "30 days".
- On same work we have done.
- On same technician.
- Get back to the customer between 30 min to 60 min as a maximum with updates.
- Guarantee visit should be done during 48 Hours.
Exheptions:
- Exception guarantee can book 7 days out guarantee “ if customer refused create new order”
- get permission from the responsible in operation on guarantee ticket between 30 min to 60 min as a maximum for below cases:
- Frist : if customer ask for another technician
- Second: if order out of guarantee period
- In case that CST complaint about service we have not on dash board , We book guarantee visit on a same call with informing CST that if the issue is not form our side may the visit will be chargeable.
Ticket movement:
- When you create complaint on dash-board move to help-desk to continue your action
- Fill all blanks on ticket
- created by : agent name type: complaint
- Category : complaint sub category: Technical
- City : city name technician name: .........
- order num : 109021 technician code: 09292
- Status : open or pending or resolved or closed
- priority : low or High Assign to : customer care
- For unavailable technician or if customer need another technician we send the complaint ticket with
Open status and priority high.- For unavailable technician or if customer need another technician we send the complaint ticket with open status and priority high.
- Operation send ticket back to customer support team within one hour with same status.
- After creating the visit we will add the data on ticket on change status to resolved
- After the guarantee visit we will take feedback on feedback tickets
- If the guarantee didn’t done or the customer didn’t satisfied, we can re-open the ticket again to follow.
- Operating team send ticket back with status pending if was no real guarantee and technician done a new service to confirm with customer that.
The responsible of technical ticket is C.C team.
Price complaint:
terms of price complaint
- We recap with customer all the service that done and the material " if didn’t done yet we will ask for the service it's going to be done with customer and the material ".
- All service that customer will pay for it, should to be on dashboard or any clarification on tech notes or help-desk ticket if we done service that not available on Dash-board.
- If there any difference, we tell customer any difference of amount will get back to her/him.
- We assign the price complaint to the responsible in operation to investigate and give approval between 30 min to 60 min as a maximum.
Ticket movement:
- We assign the price complaint to operation to investigate with open ticket and priority high.
- Operation we will assign ticket back with 60 min with same status and priority.
- If we will refund customer we follow the refund policy.
- If the operation investigate inform us that we was have a data entry problem we will send mail to correct that to one of customer support manager or leader to correct the order and inform customer that reason.
- In case if technician deny that he has not taken extra amount we will send mail to quality team and keep status ticket pending and priority low.
- We should call customer within 60 min form investigation to update it her/him
- When you create complaint on dash-board move to help-desk to continue your action
- Fill all blanks on ticket as technical with some change
- Sub category: price
- The responsible of closing price ticket is C.C team.
Refund
Case one:
Missing coupon mean that agent didn’t add the promo coupon.
Actions:
1- Create customer care complaint.
2- Keep the ticket open with low priority on customer care team.
3-the responsible of monitoring the calls will check and write the result of the listing with one hour.
4- Result of monitoring: responsible of fault – the amount should be retuned back.
5- Call customer back to inform her/him the result.
6- If the amount we return back we will inform customer the balance will add during 24 hours.
7- We will assign complaint to accounting team with the above data to add the balance to customer filkhedma wallet.
5- Accounting team: C.C assigns complaint back with status pending to accounting team then they will assign ticket back with same status to confirm with CST that balance has added.
We close ticket with status resolved after confirming with customer.
8- Refund method will be added to customer balance only.
9- Check customer balance before calling customer.
Note: responsible of listing calls is manager or leader of customer support or who will refer to her or him from team.
- Case two:
- First: paid inspecting but Filkhedma will not provide the service.
- Second: after guarantee visit, no technical solution.
- Third: paid for free orders “promo codes”.
- Actions :
- 1- complaint will open with subject “order number – price compliant “
- 2- We will send ticket to operation team to approve the refund with status open and high priority.
- Operation reply: operation has reply on this complaint during 60 min with same format.
- 3- after that we will assign the ticket to accounting, after adding the below date
- a-customer phone number
- b- amount of balance
- d – reason of refund
- C- customer bank account number , Bank name , full name of bank account “if we will add to CST bank account “
- F- data of customer visiting “ if customer will come to office “
- 4- Accounting team: should assign complaint back to customer support with status pending to confirm with CST that balance has added “after precede the refund”. We close ticket with status resolved.
- 5-Handling time for customer support: 1 hour.
- 6- Refund method will be one of the options of refund.
- Case three:
- Case three:
- Difference between paid on dashboard and what the customer paid acutely.
Actions:
1- Complaint will open with subject “order number – price compliant”.
2- We will send ticket to operation team to investigate with status open and high priority.
3- If the problem with data entry we will inform CST that, we will close ticket with status resolved.
We will send mail by ticket number to responsible for force update to correct the order,
Operation reply: operation has reply on this complaint during two hours
4- After that we will assign the ticket to accounting, after adding the below date
A-customer phone number
b- Amount of balance
d – Reason of refund
C- customer bank account number , Bank name , name of bank account “if we will add to CST bank account “
F- Data of customer visiting “if customer will come to office “
5- Accounting team: should assign complaint back to customer support to confirm with CST that balance has add “after proceed the refund”
6-Handling time for customer support: 2 hours
7-refund method will be one of the options of refund
Note: including tips issue
For any disapproval refund from operation we will get back to quality to validate
- For deduction on technicians or company cost will handle with accounting team and quality manager on same mail
- We will offer refund to add the customer balance firstly.
- Refund will be proceed by one of the below Three ways:
- 1. To be added to Filkhedma Customer's Balance with 24 hours
- 2. To be transferred to customer's bank account “ with minimum 200 le “ with 7 work days
- 3. Cash Payment at Filkhedma's office “from Sunday to Thursday from 10 am to 5 am”
Lateness complaint
- On same call we give the customer 30 LE discount as apologize for lateness. the time frame "after one hour from the appointment start date"
- For any delay from company side we refer to direct manager on same call " on hold time " we give customer 50% to 100 LE discount as apologize for delaying
- The responsible of closing lateness ticket is customer support team after take an action of discount lateness of delay and mentions all detail of the Technician and order details with status resolved.
Ticket movement:
- When you create complaint on dash-board move to help-desk to continue your action
- Fill all blanks on ticket as technical with some change
- Sub category: lateness
- The responsible of closing price ticket is C.C team.
Attitude complaint
- We ask customer for what the specific action that complaint about it "ways of Speaking - Looks suspicious - Bad words - Harassment – Theft – other - technician started order by mistake“.
- For actions like "ways of Speaking - Looks suspicious - Bad words – cleanness – not ware over shoes or company card “.
- We create a complaint and handle customer with telling her/him that we will take the right action with Technician and close the ticket with status resolved.
- We have to show to our customer that we stand with her and after apologize to customer.
- We have to escalate on time to the direct manager if the case "- Harassment – Theft – other disaster complaints".
- We open ticket with open status to customer care.
- The responsible for handling customer for attitude complaint is C.C only
- .The responsible of closing attitude ticket is C.C team after investigation with related department.
Customer communication
- If we received a complaint about "Technical – material – accounting – problems with receipt or cost or material price -other".
- We assign the complaint to the responsible for the case " operation , customer care , others"
- We have to take the right action on same call.
- We have to refer to complaint about this part to a direct manager.
- .The responsible of closing ticket is C.C team.
Escalation process
Escalation process :
- For any escalation to contact with manager we telling customer he will receive a call ASAP by to 60 min maximum.
- If the customer refused to wait we informing him the responsible for complaint contact with other and he will get back to him ASAP.
- After take action on ticket from customer support team with status pending
- Internal Escalation process :
- We escalate to direct manager if we have any lateness with other department by mail.
Complaint priority
- If we have two or three different category on same complaint ticket. We set the sub category as the below orders.
- Technical
- Price
- Lateness
- Attitude
- other – customer communication
- Customer care complaint
- So if we have customer care complaint and technical we will set this complaint as Technical.
- One complaint for one order.
Status of tickets explanations
- Open: Every new ticket that is created in your helpdesk is marked as Open. It means that an agent from your team is yet to resolve the complaint and move it on to other statuses.
- Pending: If the progress of the ticket is awaiting the reply from a customer or any 3rd party, the ticket could be put On Hold using Pending status.
- Resolved: When agents are reasonably sure that they have provided the customer with a solution to their problem, they can change the status of the ticket to Resolved.
- Closed: Resolved tickets can be moved to closed status if the customer acknowledges that the problem has indeed been resolved. If the customer has not replied, the standard practice is to automatically close the ticket.
Notes:
Closed:
When case closed with follow up visit ( pricing issue - materials issue - technician - customer request - not good handling .....
Resolved:
When case closed ticket and created new visit to the customer.
Waiting on customer:
When not reach to customer after following him.
Pending:
Action is known but pending tells confirm with customer.
Waiting on third party:
Any duplication ticket.
Theft cases procedur
في حالة وجود مكالمة اتهام بسرقة أي متعلقات يتم الاستفسار علي الاتي
لابد من اتصال العميل في نفس اليوم الاوردر او اليوم التالي بحد أقصى
في حالة اتصال العميل بعد الاوردر بيومين أو أكثر يتم سؤاله لماذا لم يتم الاتصال بنا في نفس اليوم او اليوم التالي صباحا بحد أقصى
ما الذي تم سرقته ؟
ما المكان التي سرقت منه المفقودات ؟
هل كان العميل متواجد مع الكلينر ام لا ؟
متى تم اكتشاف السرقة ؟
هل يوجد إدانة علي الكلينر ؟
هل كان يوجد اشخاص اخرين بالمنزل ؟
هل تم البحث عنها جيدا ام تريد مهلة للبحث والتأكد ؟
في حالة طلب العميل مهلة الانتظار يتم فتح الشكوى ومتابعتها من خدمة العملاء
يتم ابلاغ العميل بأنه سيتم التحقيق مع الفني أو الكلينر و ابلاغه بنتيجة التحقيق بحد أقصى يومين
يتم التحقيق مع الكلينر من طرف الاوبريشن و سؤاله على الاتي :
هل يوجد مشاكل في الاوردرات التي تنفذها ؟
هل يوجد مشكلة مع عملاء او اي تجاوزات ؟
ثم يتم اتهامه بالسرقة و اخذ اقواله
في حالة اعتراف الكلينر بالسرقة يتم إرجاع المفقودات للعميل و وقف الكلينر وجعله blocked
في حالة إنكار الكلينر السرقة يتم إبلاغ العميل بذلك وإبلاغه بأنه سيتم ارسال صورة بطاقة و الفيش الجنائي الخاص بالكلينر للعميل لعمل محضر الفني