Story
Updated: 6/17/2020
Story
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Storyboard Text

  • I have not received my V for Vodafone. You cancelled the order..!! Where is my refund???
  • John from CR : Don't worry I'll resolve this for you...Little did they know that sales and servicing of this product is done by V for Vodafone team
  • What John should have done, is to register the case on iCasework and pass it to the Triage team, for it to be sent to the correct department
  • I hate Vodafone, let me write this to the CEO. They should know how I am being treated
  • I don't know what's wrong :( The customer is upset. I am working on this case since days now. My resolution is low.
  • John asks for proof of purchase, which customer sends. John does not reply to customers emails, but keeps trying to contact them on phone. John gives irrelevant information like account not found, which infuriates the customer even more. John keeps calling the customer and informs that the refund is in process, when in reality was not the case. There was no such action being done for almost 30 days !!!!After this, he suggests new resolution of buying a 30 day SIMO contract, pay the first bill and then arrange the refund !The customer has had it by now & gets extremely anger and refuses this offer and send this to the CEO
  • Understand query,Seek support,Think from customers perceptive
  • By doing this,CUSTOMER WOULD GET THEIR REFUNDJOHN COULD HELP ANOTHER CUSTOMERNO CLIENT ESCALATION
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