EOS Inbound Call Script Existing Customer
Opening: Non Follow-Up Script: Namashkar, Main Eicher on Road service se Abhishek baat kar
raha hu. Me apki kis prakar se sahayata kr sakta hu?
Customer: Gaadi khraab ho gayi hai.
Empathy - Nishchint raheye humare dwara apki puri saheta ke jaygi,
Vehicle Number – Sir, aap gaadi ka number bata dijiye.
[DL-23-AB-5641 – Gaadi ka Number confirm karna chaunga, (Phonetic reconfirmation)
Nature of Problem: Sir gaadi mai kya problem aa rahi hai?
Sir, Kiya aapki Gaadi abhi running condition main hai?
If Yes - Divert customer to near by dealership (Share dealership contact details via SMS)
If No - [Note down the problem and reconfirm with customer]
Vehicle & Customer details:
Non-Registered
Parameters Registered Vehicle/Customer
Vehicle/Customer
Sir,Kiya aapki gaadi diesel
hai,CNG hai, Ya Electric Hai,
Vehicle Model Details and Fuel type -
Sir, Gaadi ka Model number bata
dijiye ?
Sir, Meri baat kisse ho rahi hai… Sir, Meri baat kisse ho rahi hai…
Driver/Owner/Dealer Identity Gadi ke owner se, driver se, ya Gadi ke owner se, driver se, ya
dealership employee se ? dealership employee se ?
Sir, Gadi ke jo owner details
yahan show ho rahi hain,
Owner Name hai XYZ… Sir, Gaadi ke owner ka naam or
Owner Details Confirmation
number bata dijiye.
Details confirm karane ke liyte
Dhanyawad.
Sir, Gaadi ke pass Aap hi Sir, Gaadi ke pass Aap hi
available hain? available hain?
Driver Details Confirmation
Kya main aapka naam aur Kya main aapka naam aur
Number jaan sakta hu > Number jaan sakta hu >
Location Probing:
Priority Location Source Registered Vehicle/Customer
Sir, Apke gaadi mai lage GPS ke through jo location humein show ho rahi hain wo
Telematics hai:
(If Lat/Long available- search it
1st on google maps and confirm
Check with customer. Voice out xxxxxxxxxxxxxxxxxxxxxxx
landmark with state, city & Area
and proceed for location)
Kya aapki gaadi issi location par hai ?
Sir,Location confirm karne ke liye mai janna chahunga/chahungi Kya aap
aapne phone me internet aur whatsapp ka use karte hai?
Whatsapp/SMS If No - Sir, Kya apke sath koi co-driver ya helper available hain jo internet
aur whatsapp ka use karte hain.
Apke whatsapp number par eek location link send kar rahe hai jisse aapki
sateek location hamare paas aa jayegi, please whatsapp open karke link par
2nd click kar dijiye, apse request hai ke phone ka internet or location on rakhe.
Check
If customer not able to share location via Whatsapp, Need to adhere SMS
Send SMS to capture location
process –
Apke issi number text message par eek location link send kar rahe hai jisse
aapki sateek location hamare paas aa jayegi, apse request hai ke phone ka
internet or location on rakhe aur uss link par click kar dijiye
Sir, Aapki gaadi kiss Rajye/ State mai breakdown hai ?
3rd Sir City ka naam bata dijiye ?
check Manual Sir gaadi XXXX city ke kis area main breakdown hai?
Sir vehicle ke near by koi landmark bata dijiye jaise ki School, hotel, mandir, etc..
Get All Vans:
Sir, hum gaadi ka breakdown ticket nazdiki dealership ko assign kar rahe hain. Dealership ki details
driver & owner dono ko SMS ke madhayam se send kardi jaygi.
10 se 15 minute me hamare dealer ki side se apko call aajayega vo apko inform kar denge ke
technician ketne samay mai gadi ke pass ajaynge aur aap chahe to aap bhi unse contact kar sakte
hain.
Aapke number par ek 4 digit ka OTP ayega message me jo ki apko technician ke saath tabhi share
karna hai jab technician location par aa jayein.
Sir/ma’am Aapko eek atrikt jankari dena chahunga/chahungi ki aab aap technician ka movement
khud se bhi track kar sakte hai , jaise hi technician aapki gaadi ko attend karne ke liye niklenge aapke
pass sms ke madhyam se live tracking link parapt hoga, jaha aap technician ka movement track kar
sakte hai saath hi usme technician/EOS Site-incharge & wm ka contact number bhi parapt hoga aap
chahe to unse baat bhi kar sakte hai.
Breakdown ticket Nazdiki dealer [XYZ MOTORS] ko assign kardi gayi hai.
Ap apna 4 digit ka OTP number note kar lijiye ( xxxx )
Eicher on road service mai samay dene ke liye dhanyawad.
Hold Script has to be followed properly
Kya main apki call ko 1 se 2 min ke liye Hold par rakh sakta/sakti hu
When customer says “YES” or Acknowledged then hold the call
Unhold Script…
Call hold karne ke liye dhanyawad
Refresh the hold if taking more time and use below statement
Sir mafi chahunga Details ko check karne main thoda or samay
lag rha hai kya main apke call kuch or samay ke liye hold per
rakh sakta/sakti hu
If hold exceeded more then 1 to 2 min then should use
Call hold karne ke liye Dhanyawad Mafi chahunga/chahungi Lambe hold ke liye
Follow-Up Opening Script: Namashkar, Main Eicher on Road service se Abhishek baat kar rah
ahu. Kya meri bat Mohit ji se ho rahi hai ?
Mohit Ji, Jaise ki hum check kar pa rahe hain, Apki gadi HR55BX1220 ka Breakdown ticket
register hua tha jo ki abhi open hai. Kya aap isi ticket ke related jankari lena chahte hain?
