Customer Concern Handling Process

Interactive flowchart for managing potential scam-related customer concerns

Customer Concern Received
Process Start
Initial point when customer concern is received through various channels.
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L1 Agent Lane
Receive Customer Concern
Input Sources:
• CRM
• FB Comments/DM
• IVR
• X (Twitter)
Focus: COD scam-related concerns
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Identify Potential Scenarios
Key Scenarios:
• Unsolicited item, paid & felt cheated
• Wrong item received, paid & felt cheated
• Unsolicited shipment, unpaid but reported
• Correct item but disguised as scam (change of mind)
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Get Relevant Information
Information Required:
• Did you contact seller?
• Did you order the item?
• Item received status
• Value difference (RM)
• Amount paid
• Contact details
Use KB template (Axis, CRM)
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Recommend Lodge Report with NSRC
NSRC Contact:
• Phone: 997
• Hours: 8am-8pm
• Website: nfcc.jpm.gov.my
Note: Make police report within 24 hours
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Is it FCR Case?
FCR Criteria:
• Correct item but disguised as scam
• Change of mind situation
• Non-corporate customer
• Order-related conditions (color, size, etc.)
YES - FCR Case
Select FCR as "Yes"
First Call Resolution - Case resolved at L1 level
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Fill Ticket Properties for FCR
Same properties as escalation path but resolved immediately
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Ticket Closed
FCR case completed without escalation
NO - Potential Scam
Fill Ticket Properties
Properties:
• Type: Delivery
• Category: Enquiry
• Product: PosLaju
• Issue: Item Status
• Root Cause: Item Delivered/Out For Delivery
• Validity: Not Valid
• Office: PosLaju HQ
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L2 Agent Lane
Assign to Queue
Select WQ:
• L2_KA-Corporate
• L2_KA-Support
Look for #codscam tag
System: CRM
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Escalate to Sales (KAM)
Escalation to Key Account Manager for specialized handling
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Send Canned Email Response
Automated response to customer acknowledging escalation
System: CRM
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Ticket Unassigned from L2
Ticket moves to Sales KAM queue
→
Sales (KAM) Lane
Sales KAM Response
SLA: Response within 5 days
Key Account Manager provides specialized response
System: CRM
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Responded within 72 hrs?
Quality check: Timely response verification
System: CRM
YES - Within 72 Hours
L2 Review KAM Response
L2 Agent reviews content and quality of KAM response
System: CRM
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Notify Customer?
Decision based on KAM response content quality and relevance
System: CRM
YES - Notify Customer
L2 Notify Customer
Customer notification with KAM response content
System: CRM
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Ticket Closed
Process completed successfully with customer notification
NO - Don't Notify
Select Macro Controlled (Close)
Automated closure without customer notification
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Ticket Closed
Process completed without customer notification
NO - After 72 Hours
Auto Closure
Automatic closure due to delayed response
Ticket unassigned from L2 Agent
Process Complete
End of Process
All customer concern handling steps completed.
Ticket closed and unassigned.

Flowchart Legend

Start/End Process
Process Step
Decision Point
Input/Output