I sincerely apologize for the delay in your order. The stock arrived late, which has affected processing. We're actively working on it and will ensure delivery as soon as possible.
CRM Link: CRM link
Action to be Taken:
✅ Check & Assure: Coordinate with the store team/delivery agent to confirm the estimated delivery time.
✅ Update Notes in CRM: Add a clear note under CRM > Communication > Add Comment, mentioning whom you coordinated with and the assured delivery time.
Example: Contacted Sakthi (Ashok Nagar) – Delivery in 20 minutes.
Customer Escalations:
? If the customer contacts more than twice, try to reassure them.
? If the customer remains adamant, escalate via a transfer call or callback to the Team Lead.
? The Team Lead will follow up with the Delivery Manager to arrange compensation and confirm the delivery time.
Ticketing Process (Mandatory Except Sundays):
Tagging: Delivery > Late Delivery (Late)
Raise a Ticket in CRM (Add New Ticket):
Action Taken > Disposition: Select "Delivery__Late Delivery" from the dropdown.
Fill in all required details and submit the ticket.
DTCODE: DT00009