Action by the Agent:
1. Inform the customer that we are getting this checked, and they will receive an update in the next 72 hours.
2. Create a child ticket and assign it to TN_Risk Group.
3. Add details to the private notes and tag the parent ticket status as "Pending with CS".
3. Add details to the private notes and tag the parent ticket status as "Pending with CS".
Response to the Customer:
"We would like to inform you that we have raised the concern with the team and shall get back to you with an update within 72 working hours."
For CRM Tool Private Notes:
Situation:
The customer complained about missing NeuCoins. The customer was restricted in the CRM Tool, but was also a NeuCard holder.
Action:
Created a child ticket and grouped it under TN_Risk and informed the customer that we shall get back to them with an update within 72 working hours.
Outcome:
The customer acknowledged the information shared and kept the ticket as 'Pending with CS'.
Tagging:
Segment: Travel Native
Brand: TN IHCL
Type: Brand Related
Tata Neu Category: NeuPass Related
Tata Neu Sub Category: Redemption Related
Tata Neu Sub Category1: Restricted Account
Resolution: Pending with CS
Status: Pending with Risk team
Brand Handoff: No
ITSM: No
Note: Please update the customer as per the TN_Risk group's remarks on the child ticket.
Note: Please update the customer as per the TN_Risk group's remarks on the child ticket.
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