Module NDR
Contents
1. Le 1222440222 naaptol shop right e shop more SESSION OBJECTIVES By session end you will be able to identify with 1 A nu pw NDR OMS Overview NDR Access OMS Interface UNDEL Order Search UNDEL Details Page Updating UNDEL Data Updating UNDEL Data Process Flow NDR Freguent Objections naaptol shop right e shop more NDR Non Delivery Responses What is NDR NDR Stands for Non Delivery Responses is a process wherein we deal with the orders sent through courier which are still not delivered to our customer shop night e shop more NDR Non Delivery Responses Why NDR Now a days their are many E Commerce Companies in market who are ready to serve your customer so here we get an opportunity serve our customer by going that extra miles and build goodwill by serving the best in the industry Il i Wile qe thot extra mie naaptol shop right e shop more NDR Non Delivery Responses What we do in NDR process Its an outbound calling process wherein we call the customer to check whether He She has received the product naaptol shop right e shop more NDR Non Delivery Responses How many courier partner s we are associated with We have total 5 logistic partners associated with us 1 Blue Dart 2 Aramex 3 Aramex NPD 4 First Flight Courier 5 E Com Express Courier BLUE DART gt mex delivery unlimited irst Fl2. accept the Parcel naaptol shop right e shop more OMS UPDATING UNDEL DATA 4 Instructions Incomplete Instructions Incomplete We Tag the call in this category only if the customer is not contactable or is unable to decide what needs to be done with the order naaptol shop right e shop more OMS UPDATING UNDEL DATA AGENT REMARKS amp OTHER REMARKS As implied by the name remarks section is used to input the brief description of the conversation with customers and update any specific details collected during the course of agen s conversation with customer For eg When customer reguests delivery attempt then we can capture the convenient date 8 time given by customer for attempt of delivery We can copy Agents Remarks amp paste under Other Remarks Update Undel Data Naaptol shop right e shop more P UPDATING UNDEL DATA PROCESS LOGIN TO OMS https oms naaptol com OMS Reports Undel Search Options Input Order Number amp Click on Continue Drill down into details page by clicking on Undel ID number Fill necessary details under Update Undel Data section Click on Submit button under Update Undel Data section naaptol shop right e shop more NDR Key Things To Remember naaptol shop right e shop more KEY THINGS TO REMEMBER RAD Re Attempt Delivery For RAD we can facilitate redelivery of products however we have to be carefu
3. kshama chunga ke demo ke liye toh koi nahin ayega leking main apko btana chahunga key eh bahut hi user friendle product Isey use karna bahut hi easy hai Still apko koi problem aaye toh aap bilkul nishchint rahiye kyuki hum apko product ke saath user manual bhi dete hai Yaa fir ap hamara channel bhi dekh sakte hai uspe bhi apko kaafi jaankari di jati hai naaptol shop right e shop more FREOUENT OBJECTIONS Main shipping charges nahin pay karunga Dusri companies toh free home delivery deti hai Shipping charges hata do fir le lunga Sir hum Aap se long term relationship banane mein vishwas rakhte hai isliye hamari sabhi policies transparent hai Aur sabhi companies shipping charges leti lekin mostly companies product ke price mein include karke btati hai lekin hum apko bilkul clearly btate hai Waise apse share karna chunga ke hum product pe bahut hi huge discount de rahe hai toh agar main yeh charges bhi include karu toh bhi apko market ke comparison mein Rs ki saving hoti hai Agar product pasand nahin aaya toh Sir mam I assure you ki yeh product apko zarur zarur pasand ayega aur apko iske liye bahut compliments bhi milengey kyuki yeh hamare naaptol ka hottest selling Best selling product hai Infact hamare bahut saare customers ne iske liye dubara orders book karaye hai naaptol shop right e shop more FREOUENT OBJECTIONS Ab Mujhe emi mein pay karna hai kya apke paas emi option hai
4. product ke user manual mein address aur contact number deti hai waise hi milega naaptol shop right e shop more FREOUENT OBJECTIONS Main shipping charges nahin pay karunga Dusri companies toh free home delivery deti hai Shipping charges hata do fir le lunga Apka doubt concern mein samajhta hoon lekin main apse share karna chahunga ki hum product guality check ke baad hi send karte hain So main apko 100 assurance deta hu ki product main koi defect nahin milega Product milne ke baad aapke kisi bhi concern ko address karne ke liye hum 24 ghante available rahenge Product mein koi bhi Agar product pasand nahin aaya toh Sir mam I assure you ki yeh product apko zarur zarur pasand ayega aur apko iske liye bahut compliments bhi milengey kyuki yeh hamare naaptol ka hottest selling Best selling product hai Infact hamare bahut saare customers ne iske liye dubara orders book karaye hai naaptol shop right e shop more
5. ATING UNDEL DATA CUSTOMER VOICE Optional Customer Voice Select Customer voice section is to verify Courier company s statement and to capture customer s version of events This section hasa drop down list to select from and you can capture what exactly happened Called in courier office for serviceable location Courier called but out of station Couner Did not Attempt Excess Money demanded Fake Order False Reason by couner Just call and no attempt Misbehavior with cust by courier boy No phone call for address Only SMS sent no attempt True Statement by Courier Naaptol shop right e shop more OMS UPDATING UNDEL DATA DISPOSITION TYPE amp SUB DISPOSITION TYPE Disposition Type amp Sub Disposition Type are used to categorize the Undel Data based on agent conversation with the customer DISPOSITION TYPE SUB DISPOSITION TYPE 1 CWC ADDRESS OF COURIER OFFICE PROVIDED Customer Will Collect 2 DELIVERED CUSTOMER RECEIVED THE PRODUCT 3 Concerned Person Not Concerned Person Not Available Available 4 RAD a ATTEMPT DELIVERY RE ATTEMPT OF DELIVERY b ATTEMPT DELAYED DELIVERY a Language Barrier b Call back c Ringing No Response d Switched Off 5 Incomplete Instruction naaptol shop right e shop more OMS UPDATING UNDEL DATA DISPOSITION TYPE amp SUB DISPOSITION TYPE DISPOSITION TYPE SUB DISPOSITION TYPE 6 RTO RETURN TO ORIGIN WRONG MOBILE NUMBER NO
6. T INTERESTED DUE TO LATE DELIVERY CUSTOMER HAVE PROBLEM IN HIS FIRST ORDER COURIER PERSON ASKING FOR MONEY IN PREPATD CASE CUSTOMER NEEDS OPEN DELIVERY WANT DEMO NO ORDER PLACED BY CUSTOMER PAYMENT NOT READY PURCHASED FROM OTHER SOURCE CUSTOMER OUT OF STATION EXCESS SHIPPING CHARGES OUT OF DELIVERY AREA OUT OF STATION naaptol shop right e shop more OMS UPDATING UNDEL DATA 1 CWC Customer Will Collect CWC Is the disposition in which we ask customer or customer him self agree to collect the parcel from courier location office 2 Delivered Delivered We choose this disposition only when our customer verify that he received the product 3 RAD Re Attempt Delivery RAD We choose this disposition only when our customer has not received the parcel amp he is ready to accept the delivery now in next few days NOTE We need to re confirm the shipping address and preferred date and time for delivery naaptol shop right e shop more OMS UPDATING UNDEL DATA 4 Concern Person Not Available Concern Person Not Available We Tag the call in this category incase the person who have booked the order is not available to attend the call Note we will only accept the instructions from the person who have the order 5 RTO Return To Origin RTO We choose this disposition only when our customer is not ready to accept the parcel Note We Need to confirm the reason why customer is not ready to
7. gt UNDEL SEARCH OPTIONS Naaptol Order Management System Home My Account Logo Welcome www 25 Sep 2013 08 39 AM OMS Reports Home Outbound Reports se eset Search Unset Data Report Trade Refused at Call Report Trade Non Contactable Report Trade Refused at Door Report Naaptol shop right e shop more OMS UNDEL ORDER SEARCH Agents can use various search options to locate and go through undelivered order s details Naaptol Order Management System OMS Reports Home x Undel Sear gt Undel Search Option Undel 1d Order Number Mobile No 9 Is Processed RD we G E Home My Account Logout Welcome tanuj chowdhary 25 Sep 2013 06 44 AM D Processed O Unprocessed 2 HTML v Input the criteria in text box i e ORDER NUMBER amp click on CONTINUE Naaptol shop right e shop more OMS UNDEL ORDER SEARCH When you click on CONTINUE you will be redirected to the summary page where you can view the summarized details for the order undel ID you earlier entered Naaptol Order Management System Home My Account Loan Welcome sy 25 Sep 2013 08 1 You can check the reason for non delivery under Logistic Long Remark 2 Click on Undel ID i e 1113438 to drill down into ID specific details Naaptol shop right e shop more OMS UNDEL DETAILS PAGE Naaptol Order Management System Home My Account Lego Welcome tanuj chow hary 255 Cou
8. ight First Flight Couriers Ltd Ecom Express naaptol shop right e shop more NDR Non Delivery Responses What is the tool which is used in this process The Name of the tool used for this calling is OMS Naaptol Order Management System Home My Account Logo Welcome tan chowdhary 25 Sep 2013 08 39 AM 2 Welcome to Order Management System naaptol shop right e shop more ORDER MANAGEMENT SYSTEM Naaptol Order Management System a Home MyAccount Loon Welcome tn chomdhary 25 Sep 2013 08 39 AM Welcome to Order Management System naaptol shop right e shop more ORDER MANAGEMENT SYSTEM Naaptol Order Management System Home Ey Account Lane Weome tan chowdhary 25 Sep 2013 08 39 AN Ue We use the interface of Order Management System OMS to access relevant information and perform our tasks v We can access OMS through https oms naaptol com OMS is used to search for undelivered incidents follow up On the same amp update the correct information Naaptol shop right e shop more OMS LOGIN PROCEDURE Y Goto https oms naaptol com Y Enter Username Password v Click on LOGIN button naaptol shop right e shop more OMS UNDEL ORDER SEARCH OMS is an extremely user friendly interface which simplifies searching information Now to Follow up on an undelivered order we first need to search for the order in our system OMS REPORTS gt UNDEL REPORTS
9. l while choosing sub disposition type There are two sub dispositions available under RAD 1 Attempt Delivery Where customer can collect product within next 3 working days 2 Attempt Delay Delivery When customer will be available after 3 working days Maximum Period To Hold Product With Courier In case of Blue Dart we can hold product for next 5 days and for others it is always 15 days from the day we are calling to customer naaptol shop right e shop more KEY THINGS TO REMEMBER Address Related Issues For the cases where address related issues have been highlighted we have to capture complete address correctly In case of short address and incomplete address we have to probe for complete address and capture these details in Agent Remarks For Outside Delivery Area If courier remarks mention that customer s house if outside their delivery area then always ask from customer about the nearest courier office location Our intension should be to know the distance of courier office from customer s delivery address in kms Usually we can arrange for delivery attempt within 45 km radius of courier office And we have to inform customer to collect it from courier office and if customer deny then we will tag it under RTO naaptol shop right e shop more KEY THINGS TO REMEMBER RTO gt Customer Wants Open Delivery One of the common concerns in customers mind is checking product before paying for it On some occa
10. lene ke baad apko kaafi compliments tareefey milengey Agar product pasand nahin aaya toh Sir ma am I assure you ki yeh product apko zarur zarur pasand ayega aur apko iske liye bahut compliments bhi milengey Yeh hamare Naaptol ka hottest selling Best selling product hai Infact hamare bahut saare customers ne iske liye dubara orders book karaye hai naaptol shop right e shop more FREOUENT OBJECTIONS Mai apni family se discuss karke phir batata hoon Ji bilkul aap discuss kijiye apni family mein par main apko batana chahunga ki yeh jo product aap itni kifayti daam mein le rahe hai yeh bohot hi akarshak deal hai iska response bohot hi acha hai aur is samay yeh bohot hi behtareen product hai Humein iska bahut hi acha response mil rha hai to main aap ko yeh hi suggest karunga ke aap isko accept kar lijiye aur saath mein apko yeh bhi kahna chahunga ki itni attractive kifayti deal apke family ko bohot pasand ayegi Or Sure ma am Sir aap bilkul discuss kariye lekin main apko btana chahunga ki aapne lagbhag Rs Ka product sirf Rs mein khareeda hai aur Rs ki badi savings ki hai to isse miss na karein Naaptol shop right e shop more FREOUENT OBJECTIONS Main soch ke btata hoon Sure aap bilkul soch ke bata sakte hain lekin yeh ek behtareen offer hai aur is tarah ka offers baar baar nahin milta Toh main apko yahi suggest karunga ki aap isko miss mat kijiye aur maximu
11. m benefits avail kijiye TIP First probe for the reason behind customers hesitation We first need to understand why customer is taking time having second thoughts Agar mera product tuta hua nikla toh Agar box khali nikla toh Agar product defective hua toh Apka doubt concern mein samajhta hoon lekin main apse share karna chahunga ki hum product guality check ke baad hi send karte hain So main apko 100 assurance deta hu ki product main koi defect nahin milega Product milne ke baad aapke kisi bhi concern ko address karne ke liye hum 24 ghante available rahenge Product mein koi bhi naaptol shop right e shop more FREOUENT OBJECTIONS Kya yeh chinese product hai apka yeh product kahin china ka toh nahin Sir mam aapse share karna chahunga ke hum sirf trusted brands ke saath deal karte hai and quality products hi apko show karte hai Yeh product ek well reputed vishwasniye brand ka hai Best part is ki product aap naaptol se purchase kar rahe hai aur hum lagataar 4 5 saal se apne customers ko best products deliver or services pradan kara rahe hai Naaptol Ke Bharose ke alawa apko product pe apko warranty bhi di jaa rahi hai Waise toh koi problem ayegi nahin but still agar apko kabhi problem aaye toh aap Service center visit kar sakte hai yaa humein contact kar sakte hai Hum 24 7 uplabdh hai apki sewa mein Demo dene koi ayegaa naa Mujhe demo chahiye agar product use nahin kar paya toh Main
12. mahine mein lena hai hafte mein lena hai Main kshama chahunga EMI suvidha hamare paas abhi uplabdh nahin hai Agar aap chahe toh product ko COD mein ek baar mein payment karke le sakte hai kyuki agar EMI agar ap kisi mahine pay karna bhool jate hai toh apko bank penalty lagata hai aur saath hi saath apke credit card ki limit bhi block ho jati hai jabki COD mein apko sirf ek baar pay karna hai uske baad apko follow up karne ki koi zarura nahin hoti B product market mein toh sasta mil raha hai Sir mam bilkul ho sakta hai yeh product apko saste daam mein mil rha ho lekin ho sakta hai uski guality mein fark ho aur local market mein shopkeeper 24 7 apko assurance nahin de sakta after sale services sambandhit Jabki naaptol mein hum apko Ouality checked product dete hai value for money dete hai aur saath hi saath product sambandhit sahayta bhi pradan karte hai who bhi 24 7 naaptol shop right e shop more FREOUENT OBJECTIONS Kya mere area mein service centre nahin hai iska service center kahan hai Service center btao tabhi product receive karunga Iski after sales service ka kya hoga Sir mam 1 of all apko is product mein aisi koi problem hogi hi nahin kyuki hum product quality check ke baad hi bhijwate hai still agar apko problem aaye to ap nearest service center mein contact kar sakte hai Service center ki adhik jaankari ke liye hum apko product ke saath manual book dengey jaise apko nokia Samsung etc etc companies
13. rier Name Sive Dart Sustace AX India ANG Number 54509168324 Courier Brief Remark Blue Dart Surface India 17 September 2013 Courier Detail Remark RESIDENCEIOFFICE CLOSED CANT DELIVER Naaptol shop right e shop more OMS UNDEL DETAILS PAGE O This section comprises of UNDEL NUMBER ORDER NUMBER PRODUCT NAME UNDEL STATUS Courier Detail As it s name suggests Courier Details includes primary information about the courier responsible for parcel delivery This section comprises of COURIER NAME AWB NUMBER COURIER BRIEF REMARKS COURIER DETAILS REMARKS O Update Undel Data This section is used to update the UNDEL with the information you have gathered This section comprises of CUSTOMER VOICE DISPOSITION TYPE AGENT REMARKS OTHER REMARKS SUB DISPOSITION TYPE TO This section is used to update the UNDEL with the information you have gathered naaptol shop right e shop more OMS VALIDATE COURIER REMARKS naaptol shop right e shop more OMS UPDATING UNDEL DATA Update Undel Data Sub Cupci cn Type Select Whenever we interact with customer s regarding a pending delivery we have to update the relevant details as well This is done through Update Undel Data section Simply update the following provided fields 1 CUSTOMER VOICE 2 DISPOSITION TYPE amp SUB DISPOSITION TYPE 3 AGENT REMARKS amp OTHER REMARKS naaptol shop right e shop more OMS UPD
14. sions this leads to customer not accepting product delivery and returning it If customer is asking for open delivery and parcel is being handled by Aramex NPD or EcomExpress then without committing to customer assure him her that you will try to meet their EN hona Escalate this issue to your Team Leader QA to facilitate further action KEY THINGS TO REMEMBER Probing One of the common concerns over the calls are checking the correct root of issue On some occasions this leads to customer not receiving product delivery and returning Asking the right guestions is the key to getting the right answers naaptol shop right e shop more KEY THINGS TO REMEMBER Probing gt Tell your customer What s in it for them Okay Mr Mrs Customer Im going to ask you some questions about x y and z so I can give you the best possible solution to your question issue situation gt Use closed questions to check you are speaking to the right person gt Use a template You need to update addresses phone numbers etc naaptol shop right e shop more w NDR FREQUENT OBJECTIONS naaptol shop right e shop more FREOUENT OBJECTIONS Aap baad mein call kariye kuch time chaiye sochne ke liye Sir Maam Main apko puri taraha se is baat ki assurity deta hu ki apne jo product choose kia hai yeh product puri tarah se value for money hai Aur main aapko yeh bhi bata dun ki is product ko
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