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Flipkart CMB Call Guidelines in Hindi

This document provides guidelines for opening, closing, and conducting calls as part of the CMB (Call Me Back) team at Flipkart. It includes introductions, confirming the customer's identity, providing context for the call, transitions during holds, further assistance, and obtaining customer feedback. The guidelines are provided in both English and Hindi, and cover greetings, apologies, empathy, and assurances to help address customer concerns. Consultants are asked to keep calls under 6 minutes on average and obtain permission before placing calls on hold.

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Anshu Yadav
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303 views3 pages

Flipkart CMB Call Guidelines in Hindi

This document provides guidelines for opening, closing, and conducting calls as part of the CMB (Call Me Back) team at Flipkart. It includes introductions, confirming the customer's identity, providing context for the call, transitions during holds, further assistance, and obtaining customer feedback. The guidelines are provided in both English and Hindi, and cover greetings, apologies, empathy, and assurances to help address customer concerns. Consultants are asked to keep calls under 6 minutes on average and obtain permission before placing calls on hold.

Uploaded by

Anshu Yadav
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Brief:

Below are the opening and closing guidelines for CMB team.

Guidelines English Hindi

1. Introduction Good Morning, my name is Namaskar, mera naam


{consultant_ name} and I’m {consultant_name} hai aur
calling from Flipkart. Am I talking to main Flipkart se call kar raha/rahi
{customer_name}? hun. Kya main
{customer_name} se baat kar
sakta/sakti hun?

2. If customer Thank you. Dhanyawaad!


confirms
that he/she
is the right
person,
continue
with the call

3. Give I am calling you as you had raised a Haal hi mein aapne Flipkart pe {
customers a Call Me Back request about reason/Product Name } ke liye
brief {reason/Product Name} on Flipkart. Call Me Back request raise kiya
context tha.
I hope this is a good time to talk to
you. Kya yeh aapse baat karne ke liye
saahi samay hai?

4. If Thank you, {customer_name}. Dhanyavaad


customers {customer_name}.
say yes,
continue
with the call

5. If customer Sorry to have bothered you now, Ji bilkul, {customer_name}.


says that {customer name}. You can go Aap apne suvidha anusaar Flipkart
he or she ahead and get in touch with us from ke ‘Contact Us’ page se humse
can be the ‘Contact Us’ page on Flipkart as sampark kar sakte hai.
called later/ per your convenience.
is not the
customer

6 Hold May i place your call on hold for 1 min so Kya apki behtar sahayta ke liye apki
that i am help you in a better way. Thank call 1 min ke liye hold pr rakh skta/skti
you. hu. Dhanyawaad.

7 Unhold Thank you for being on hold, appreciate Line pr bane rehne ke liye
your patience. dhanyawaad.
8 After LONG Thank you for being on line, sorry for the Line pr bane rehne ke liye
HOLD - long hold. I Really appreciate your dhanyawaad. Deri k liye maafi
Unhold patience. chahunga.

9 Further Is there anything else i may help you Kya aur koi aur jankari chahenge ap
Assistance - with? flipkart se sambandhit

10 CSAT Can I take 10 more seconds of your Kya mein Aapke samein ke 10
Time. second aur sakta/ sakti hu.

{Customer_name}, your feedback is {Customer_name}, aapka


really important to us. Please share feedback hamare liye bahut hi
your experience based on our mahatvapurna hai. Kripya iss call
conversation by completing the email ke baad milne wale email survey
survey that you'll get after this ke dwara aap humare
{call/chat session}. {baatcheet/vartalaap} ke
anubhav ko zaroor share karen.

Closing

Guidelines English Sample Hindi Sample

Flipkaít pe shopping kaíne ke liye


ľhank You foí choosing Flipkaít
Ïoí happy flows: dhanyavaad {customeí_name}. Aapka din
{customeí_name}. Have a gíeat day!
shubh íahe/ho!

ľhank you foí shopping on Flipkaít, Flipkaít pe shopping kaíne ke liye


Ïoí happy flows: {customeí_name}. Have a gíeat day! dhanyavaad {customeí_name}. Aapka din
shubh íahe/ho!

Ïoí ľhank you foí youí valuable time,


Aapke keemti samaye ke liye dhanyavaad,
unhappy/geneíic {customeí_name}. Have a gíeat day!
{customeí_name}. Aapka din shubh íahe!
flows:

Misc.
Apology Statement I am sorry for the trouble casued to Maafi chahunga/Chahungi apko jo
you. pareshani hui
Empathy I understand your concern, i would be Mai samjh paa rha/rhi hu apko jo bi
at your place i would also feel the pareshani ho rhi hai.
same.
Assurance Please be rest assured I am here to Ap nishchint rahiye apki puri sahayta
help you out, I will certainly help you ki jayegi
with your concern

NOTE - PDRT – Permission / Duration / Reason / Thank you.

CSAT – Customer satisfaction (Email)

AHT (Average Handling Time) – 360 sec/ 6 min.

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