1. Generic queries about the offer: 

• Check the T&Cs and assist the customers accordingly

Tagging on Kapture: Order Related: Ticket ID/ Phone/ Order ID/ Email (based on the customer details available) >> Click on Ticket >> Tag Incident >> Outbound/Inbound (based on the call) >> Enquiry >> Enquiry About Service Charges 

2. A customer contacts and complains that the Service Technician has damaged the old air conditioner during the time of uninstallation: 

• Apologize to the customer 

• Escalate the issue to the L2 team
   

Tagging on Kapture: Order Related: Ticket ID/ Phone/ Order ID/ Email (based on the customer details available) >> Click on Ticket >> Tag Incident >> Outbound/Inbound (based on the call) >> Complaint >> Technician damaged customers property


3. A customer contacts and complains that the Service Technician is denying/has denied uninstalling the old air conditioner: 

• Apologize to the customer 

• Escalate the issue to the L2 team

Tagging on Kapture: Order Related: Ticket ID/ Phone/ Order ID/ Email (based on the customer details available) >> Click on Ticket >> Tag Incident >> Outbound/Inbound (based on the call) >> Complaint >> Technician contacted but not visited/ Refused to visit