Support

Some tips for Customer Care:

• Remember Care And Calmness while handling customer calls.
• Be patient and polite in your communication.
• Be Informed to be RIGHT.

Following is the Process flow for CC:

1. After receiving the call ask the customer for one or any of the following details and note it down:
   • Orderid if already a customer
   • Email id if already a customer
   • Phone Number if new customer
2. Ask for the purpose of calling like How can I help you today?
3. Judge the comfortable language of customer and switch to that if you can speak in same. Else offer the languages known by you. Even if the customer is not well versed with English but still he can understand a few common words by using which you can direct him to the right direction.
4. In case of order status calls,
   • first try to divert him to self help link which is safexbikes.com/orderstatus
   • If he has already checked there and needs more info, provide the needed help
   • Check the order date and calculate the promisedd delivery date (Order Date  + 11-13days)
5. In case of claims, direcct customer to send the claim request along with photos to support@safexbikes.com. And inform him that he will receive the instructions for return after that. Also inform that claim request can be raised thru the customer’s My Account Section. Mention the steps involved as follows:
   1. Login to myaccount at safexbikes.com by clicking the Orange login button under Log In To Myaccount menu at top right corner of the website pages.
   2. Click the Messages tab on the left hand menu.
   3. Fill the form loaded on right. First select the type of message eg Request To Claim. then selecct the order id against which you want to raise the claim or refund. In the reply field explain the situation/issue. Plz note as the file upload is not working currently , you have to send the related photos to support@safexbikes.com
6. If the calls are out of your scope, note the IVR options and divert the calls accordingly.
7. In case of order status enquiry of late orders, more than 8 days old, check the status and respond accordingly as follows:
   • Dispatched : If dispatched in last two days, apologise for the delay in making dispatch and update the current status along with the courier details ie Courier Name and Docket id.
   • If dispatched before two days, then update the courier details along with the current location by tracking on courier website.