Customer Claims Management Questions And Answers

1. "I am sorry I knocked your coffee over and it has spilled on your lap, let me pay for your dry cleaning bill." is an

Empathy statement

Sympathy statement

Apology Statement

None of the given options

The given statement "I am sorry I knocked your coffee over and it has spilled on your lap, let me pay for your dry cleaning bill" is an apology statement. It acknowledges the mistake of knocking over the coffee and takes responsibility for the consequences by offering to pay for the dry cleaning bill. This shows remorse and a desire to make amends for the accident.

Explanation

The given statement "I am sorry I knocked your coffee over and it has spilled on your lap, let me pay for your dry cleaning bill" is an apology statement. It acknowledges the mistake of knocking over the coffee and takes responsibility for the consequences by offering to pay for the dry cleaning bill. This shows remorse and a desire to make amends for the accident.

2. For Converse shoes, the size mentioned on the bottom of the shoe is:

Indian Size

Euro Size

UK Size

US Size

The size mentioned on the bottom of Converse shoes is the US size. This means that the size indicated corresponds to the sizing system used in the United States.

Explanation

The size mentioned on the bottom of Converse shoes is the US size. This means that the size indicated corresponds to the sizing system used in the United States.

3. John has placed an order for Saree on 5th Dec 2014 which is getting supplied through our Vendor & it is still on "Packed" status even on 6th Dec 2014. What is the process to be followed if customer call us regarding the order?

Raise task WH & Logistics - WIP/Packed more than 24 hrs & provide TAT

If a customer calls regarding their order, they should be informed to wait for 24-48 hours for the order status to change to "Shipped". If the status remains unchanged even after that time, the customer should be instructed to call again and the company will initiate a task to investigate why the order has been in the "Packed" status for more than 24 hours. The company will then provide the customer with the estimated time of arrival for their order.

Explanation

If a customer calls regarding their order, they should be informed to wait for 24-48 hours for the order status to change to "Shipped". If the status remains unchanged even after that time, the customer should be instructed to call again and the company will initiate a task to investigate why the order has been in the "Packed" status for more than 24 hours. The company will then provide the customer with the estimated time of arrival for their order.

4. Only for highly critical tech issues on Myntra.com website, like site down, key pages (Home, Men, Women), Listing pages, Cart, PDP, Address widget, etc. not loading you will send your feedback and inputs to :

[email protected]

The correct answer is [email protected]. This email address is the most appropriate for sending feedback and inputs regarding highly critical tech issues on the Myntra.com website. It is likely that the TechOps team is responsible for addressing and resolving these types of issues.

Explanation

The correct answer is [email protected]. This email address is the most appropriate for sending feedback and inputs regarding highly critical tech issues on the Myntra.com website. It is likely that the TechOps team is responsible for addressing and resolving these types of issues.

5. Customer calls in stating, he had requested for the amount to be transferred back to his account. The total amount was Rs. 2600. Customer claims he had received only Rs. 2300. You check Prism and the information given by the customer was right (balance of Rs. 300 was in his Myntra.com account). What is the process you will follow to ensure this is addressed?

In order to address the customer's claim of not receiving the full amount, the correct process to follow is to change the status of the already raised task on that incident from "Resolved / Closed" to "Re-opened". The task should be assigned back to the "Finance" team, and the difference amount should be mentioned in the task notes as well as in the amount field. Additionally, the standard Turnaround Time (TAT) of 3 business days should be communicated to the customer.

Explanation

In order to address the customer's claim of not receiving the full amount, the correct process to follow is to change the status of the already raised task on that incident from "Resolved / Closed" to "Re-opened". The task should be assigned back to the "Finance" team, and the difference amount should be mentioned in the task notes as well as in the amount field. Additionally, the standard Turnaround Time (TAT) of 3 business days should be communicated to the customer.

6. Rajesh wants to exchange his Jeans to 34 from 36 & the product is out of stock?

Suggest Rajesh to keep the product as we don't have the size avaliable

Suggest Rajesh to wait till the product is back in stock

None of the given options

not-available-via-ai

Explanation

not-available-via-ai

7. Customer claims that, the body lotion she had received was empty. What is the process you follow?

Just queue the return

Advise the customer to share the images through Contact us form from any E-mail ID of his.

Queue the return after confirming the policy

The correct answer is to advise the customer to share the images through the Contact us form from any E-mail ID of theirs. This is the appropriate process to follow because it allows the customer to provide evidence of the issue by sharing images of the empty body lotion. This helps in verifying the customer's claim and resolving the issue effectively.

Explanation

The correct answer is to advise the customer to share the images through the Contact us form from any E-mail ID of theirs. This is the appropriate process to follow because it allows the customer to provide evidence of the issue by sharing images of the empty body lotion. This helps in verifying the customer's claim and resolving the issue effectively.