Subject: INFO : SNAP RENTALS
From: Jyotika Baluni <[email-masked]>
To: Padma Lhamo <[email-masked]>, Amit Kachhap <[email-masked]>, Renu Goel <[email-masked]>, Kaushal Singh <[email-masked]>, Harsh Srivastava <[email-masked]>, Subir Chakma <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Fri, 5 May 2017 15:37:07 +0530 (IST)

Hi All, 

Few pointers for your reference - 

# We are expected to be patient while handling customer. If its urgent revised call back request can be placed via jotform mentioning "URGENT". 
# If afterhours late arrival, must check with the afterhours service provider before committing anything to customer OR sharing the afterhours service providers direct number OR without knowing, askin customer to be at pickup location 
# Email confirmation (not rcvd) - just fill in the jotform and inform the customer as usual even in afterhours too. 
# For the afterhours pickup,please connect customer & afterhours provider via con call,promptly, it is observed that the customer was not connected and not even kept on hold and call got disconnected. 
# Connect(concall) with the afterhours service provider to guide the customer for the pickup location and avoid any disconnect. 
# Clearly inform and guide customer about the after hours services how it works. 
# In case, inquiry for car availability, help with the information, also probe for the booking assistance if needed. 
# If minimum 02day hire period for car, share the total cost with the customer, and do the booking. 
# In case any deduction from customer's account please share with him. 
# Pls don't disconnect the call before customer, at times customer adds up to discussion just before closing the call. 
# If cancellation, please share cancellation policy. 
# In case customer is not picked up on time, just reconfirm the location he is waiting, sometimes they are not at the right place. 
# If customer calls afterhours insisting to transfer to manager/local office for the discussion/issue(doesn't need immediate attention), just politely inform that this is the after hours services, business hours 8am-5pm, tomorrow in daytime at the earliest the issue will be addressed. 
# If request from travel agent or specifically to talk to somebody from office, please fill in the jotform to arrange a call back for them. 
rather than suggesting them to try & call back to talk to the concerned. 
# Please DO NOT SAY "We are not in the office" "Please call at office". You may tell them that you are the new reservations team and do not have the facility to transfer the call, and if required arrange a call back,fill in the jotform for any other concern and forward. 
# Place call on HOLD with the permission of customer and inform him the purpose of hold so that he/she should not feel unattended. 
# Big no to say to customer "Person concerned is on break or downstairs", Just incase of non availability, please convey - "he/she busy assisting other customer" and will arrange a call back. 

Cheers!!