CALL SCRIPTS
Verification Is Must on The Call. ( ITS IMPORTANT)
May I know your name. ( Say Thank you when the customer share’s the name)
May I know you address and pincode.( Say Thank you for the verification )
TICKET DOCUMENTATION IS THE MUST
Delay In Service
Customer : I have not received the shipment. The SR didn’t call me.
Agent : We apologize for the delay. I will be glad to help you. May I know your
AWB number?
Customer: Provides the AWB number
Agent: Thankyou!
Agent will verify the customer
Agent : Customer name, I have escalated the issue to the branch and arranged for
delivery.
Customer: When will I receive the shipment?
Agent : Customer name will receive the shipment within 48-72 hours ( as per the
shipment status )provide the TAT.
Agent: Is there anything else I may help you with.
Customer: No
Agent: Customer name Thankyou for calling Xpressbess. Have a nice day.
RTO Shipment
Customer : I have not received the shipment. The SR didn’t call me.
Agent : We apologize for the delay. I will be glad to help you. May I know your
AWB number?
Customer: Provides the AWB number
Agent will verify the customer
Agent: Thankyou!
Agent : Customer name, the shipment is RTO, request you to contact the client.
Customer: How till I get the client details?
Agent : Customer name , the client is AIJO, request you to search for the details
on Google.
Agent: Is there anything else I may help you with.
Customer: No
Agent: Customer name Thankyou for calling Xpressbess. Have a nice day.
Cancel/Return
Customer : I want to cancel/return the shipment because its been delayed/ I
didn’t order the product.
Agent : We apologize for the delay. I will be glad to help you. May I know your
AWB number?
Customer: Provides the AWB number
Agent will verify the customer
Agent: Thankyou!
Agent : Customer name, for the shipment cancellation/return, request you to
contact the client.
Customer: How till I get the client details?
Agent : Customer name , the client is AIJO, request you to search for the details
on Google.
Agent: Is there anything else I may help you with.
Customer: No
Agent: Customer name Thankyou for calling Xpressbess. Have a nice day.
Fake Delivery
Customer : I have not received the shipment. The SR didn’t call me.
Agent : We apologize for the delay. I will be glad to help you. May I know your
AWB number?
Customer: Provides the AWB number
Agent will verify the customer
Agent: Thankyou!
Agent : Customer name, before I would escalated the issue to the branch did you
check the shipment with your neighbors , security man and anyone at home has
collect the shipment
Customer: Yes I have confirmed, they have not received the shipment.
Agent : Customer name , I will escalate the issue to the branch, and they will
investigate. It will take 48-72 hours to provide the resolution.
Agent: Is there anything else I may help you with.
Customer: No
Agent: Customer name Thankyou for calling Xpressbess. Have a nice day.
FAKE NDR
Customer : I have not received the shipment. The SR didn’t call me and received
the message….
Agent : We apologize for the delay. I will be glad to help you. May I know your
AWB number?
Customer: Provides the AWB number
Agent will verify the customer
Agent: Thankyou!
Agent : Customer name, I have escalated the issue to the branch and arranged for
delivery.
Customer: When will I receive the shipment?
Agent : Customer name will receive the shipment with 24 hours
Agent: Is there anything else I may help you with.
Customer: No
Agent: Customer name Thankyou for calling Xpressbess. Have a nice day.
