EMPLOYEE ORIENTATION WORKBOOK
Transcript of EMPLOYEE ORIENTATION WORKBOOK
Service Ambassador – Development Center
HR Learning & Development Page 2
Dear Service Ambassador,
TCS congratulates you on your new position!
We welcome you on board and look forward to a mutually beneficial and lasting relationship
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Table of Contents VISION AND MISSION .............................................................................................................................. 6
VISION AND MISSION ............................................................................................................................ 13
Our Purpose ...................................................................................................................................... 13
Vision Statement ............................................................................................................................... 13
Mission Statement ............................................................................................................................ 13
Core Values ....................................................................................................................................... 13
EXECUTIVE SUMMARY .......................................................................................................................... 14
OBJECTIVE ......................................................................................................................................... 14
INSTRUCTIONS FOR SERVICE AMBASSADORS .................................................................................. 14
SECTIONS........................................................................................................................................... 14
PART 1: BUSINESS DOMAIN KNOWLEDGE ............................................................................................ 15
BRIEF OVERVIEW OF BUSINESSES: ........................................................................................................ 16
CONSUMER ........................................................................................................................................... 17
OBSERVATION & SUGGESTIONS ........................................................................................................... 23
NOTES.................................................................................................................................................... 24
CORPORATE .......................................................................................................................................... 29
CORPORATE ........................................................................................................................................... 30
WAREHOUSE AND DISTRIBUTION ...................................................................................................... 30
OBSERVATION & SUGGESTIONS ........................................................................................................... 38
Notes ..................................................................................................................................................... 39
OVERLAND EXPRESS .............................................................................................................................. 40
OBSERVATION & SUGGESTIONS ........................................................................................................... 45
Notes ..................................................................................................................................................... 46
EXPRESS (OPERATIONS) ........................................................................................................................ 47
In-Bound Process for Karachi ............................................................................................................ 48
OBSERVATION & SUGGESTIONS ........................................................................................................... 52
Notes ..................................................................................................................................................... 53
LINE HAUL ............................................................................................................................................. 54
OBSERVATION & SUGGESTIONS ........................................................................................................... 58
Notes ..................................................................................................................................................... 58
FLEET SOLUTIONS ................................................................................................................................ 60
OBSERVATION & SUGGESTIONS ........................................................................................................... 63
Notes ..................................................................................................................................................... 64
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INTERNATIONAL .................................................................................................................................... 69
International ........................................................................................................................................ 70
OBSERVATION & SUGGESTIONS ........................................................................................................... 75
NOTES.................................................................................................................................................... 76
E-Com .................................................................................................................................................... 84
E-Commerce (E-Com) .......................................................................................................................... 85
OBSERVATION & SUGGESTIONS ........................................................................................................... 87
NOTES.................................................................................................................................................... 88
PART 2: CUSTOMER SERVICES .............................................................................................................. 91
TCS CUSTOMER SERVICES ..................................................................................................................... 92
ORGANOGRAM-CUSTOMER SERVICES ................................................................................................. 93
SHARED VISION ..................................................................................................................................... 93
ASPIRATIONS OF Y 2017 ........................................................................................................................ 93
FOCUS AREAS ........................................................................................................................................ 94
CALL CENTER PLANS .............................................................................................................................. 94
CUSTOMER SERVICE PLANS .................................................................................................................. 96
CLOCK HOURS ....................................................................................................................................... 97
ESSENTIALS TO FRIENDLY CUSTOMER HANDLING AND ETIQUETTES ................................................... 97
RELATIONSHIP BUILDING ...................................................................................................................... 98
HOW IMPORTANT IS THE IMPACT OF FIRST COUNT ............................................................................ 98
WHEN AND HOW TO RECOVER FROM A SERVICE FAILURE .................................................................. 99
DO’S AND DON’TS ............................................................................................................................... 100
ORDER TRACK AND TRACE IN CUSTOMER PRO .................................................................................. 101
SOFT PHONE HANDLING ..................................................................................................................... 104
MOCK EXERCISES ................................................................................................................................ 106
Mock Exercises – Scenario 1 ........................................................................................................... 106
Mock Exercises – Scenario 2 ........................................................................................................... 107
Mock Exercises – Scenario 3 ........................................................................................................... 108
PART 3: YAYVO.COM ........................................................................................................................... 109
YAYVO.COM – IN A GLIMPSE .............................................................................................................. 110
KEY FEATURES OF THE WEBSITE ......................................................................................................... 111
MAGENTO ORDER PLACEMENT PROCESS: REGISTERED CUSTOMERS ............................................... 123
Part 4: HAZIR SUB KUCH ..................................................................................................................... 125
What is HAZIR SUB KUCH? .............................................................................................................. 126
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Process Models ............................................................................................................................... 126
HSK Delivery time ............................................................................................................................ 127
Order Process .................................................................................................................................. 127
Order Limitations ............................................................................................................................ 127
Key Actors for HSK .......................................................................................................................... 128
UTRACK ........................................................................................................................................... 129
SUBKUCH ORDER FORMS:................................................................................................................... 130
HOW TO HANDLE A CHAT SESSION .................................................................................................... 132
THE TCS DELIVERY NETWORK ............................................................................................................. 136
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VISION AND MISSION
Our Purpose To continually strive to achieve excellence - both on and off the job.
Vision Statement Delivering Beyond Customer Expectations
Mission Statement "To direct all our organizational efforts at building upon the existing organizational strengths
and brand recognition to achieve enhanced levels of profitable growth in the core business,
and diversify into new areas that complement and supplement the core business, with the
diversification aimed at achieving excellence and industry leader status in the new areas.
The TCS People will however be encouraged to be open to unconventional ideas and
services and recognize new trends at very early stages".
Core Values Enable our people to align their personal goals with their career aspirations.
Do more with less.
Build a team of passionate people!
Give it all you got and be fearless.
What you do is more important than who you are.
Trust and empower people.
Make life simple, convenient and easy for our people and customers.
Create happiness for self and others.
Embed ethics and transparency in everything we do.
Be humble and respectful.
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EXECUTIVE SUMMARY
OBJECTIVE Joining a new organization is a stressful experience. New responsibilities, the culture and the
people one will be working for can create a situation that is both exciting and nerve
shattering. As a newly hired employee, numerous questions arise in your mind as you step into
an organization that could be different from the one you were previously working for.
As a new comer it becomes essential to grab information that pertains to the organization
you have recently joined. Gaining knowledge about various business units contributing to the
organization not only makes oneself aware of the organization you are going to be working
for but also aids a person in performing his job more effectively.
This manual will provide all the necessary information that a new employee needs to know
and thus will make the transition easier.
INSTRUCTIONS FOR SERVICE AMBASSADORS
Candidates will pay a visit to the concerned functions and take help from the
glossary, flow charts and other information included in this workbook.
Each flowchart is preceded by a blank sheet to facilitate the new inductee in
evaluating himself on the knowledge gathered from the department for the purpose
of self-assessment.
Each section of the workbook has an associated questionnaire that can be filled by
the new inductee for assessing his knowledge on the subject under review.
There is an observation and suggestion sheet after every blank flowchart. It is
purposefully attached to encourage the candidates to write down ideas as they
observe and experience them during training activities.
SECTIONS The guide is divided primarily into three sections, providing information on four areas i.e.
Business Domain Knowledge, Customer Service, YAYVO.COM website details, and Subkuch
service.
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PART 1: BUSINESS DOMAIN KNOWLEDGE
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BRIEF OVERVIEW OF BUSINESSES: TCS Holdings Pvt. Ltd is a conglomerate comprising of four major business units which
are as follows:
1- Consumer
Consumer Division is one of the four business units of TCS Pvt Ltd. This business
facilitates the customers by providing services such as Express, Sentiments,
Financial Services, OLE, Home Movers, Travel and Tours, Visa Facilities form
some specific countries and Retail.
2- Corporate
Corporate Division is the second business unit of TCS Pvt Ltd. This business
provides services such as Corporate Express, Warehouse and Distribution,
Overland Express, MMS, Print Solutions and Supply Chain Advisory.
3- International
TCS International is the business unit that provides customers the ease of
delivering their products internationally to 220 plus countries.
4- E-Commerce (E-Com)
E-Com is an electronic business division of TCS, providing facilities to customer
to purchase multifaceted products online via a dedicated website known as
YAYVO.COM and Sentiments Express.
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CONSUMER
Consumer division is one of the four major business units of TCS. The consumer
division comprises of subunits that derives business from individual customers who
visits TCS booking offices and retail outlets nationwide.
Scope of Consumer Business
Consumer Business Model
TCS has a consumer outlet model which defines how it derives revenue through its
Consumer Business. The consumer business model offers the following services to the
customers.
Retail
Visa
Intiana
Financial Services
Consumer
Financial
Services Express Intiana /
Visatronix
Cargo Home
Movers
OLE
Sentiments International
Express
Consumer
Business
Model
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Retail Business Model
The retail business derives its revenue through the following channels:
1- Company Owned and Operated
2- Franchises
3- Agents
4- IBRS
Products & Services
TCS is domestically serving around 2200 online and offline destinations across the
country and around 3500 plus globally.
TCS consumer business serves those clients who walk into company operated
outlets, franchises and agents nationwide daily. Consumer business entails
following subunits as follows:
Financial Services
Express
Intiana
Cargo
TCS Hazir
TCS Hazir is a 24/7 pickup / delivery service that provides customers the facility to
book their shipments within 60 / 120 minutes without the trouble of going to the
express center by calling a courier at their doorstep for booking their shipments. While
Hazir 60 minutes delivery is that products whose inventory is maintained by TCS can
be delivered in 60 minutes at designated destinations.
Over Night Express
TCS offers Over Night Express service which caters to those customers who need their
urgent shipments to be delivered the very next working day.
Same Day Service
Same Day Service provides the facility to customers to receive their shipments on the
same day they booked them. This service can be availed in Karachi, Lahore,
Rawalpindi, & Islamabad as up city service while within city service for all cities.
Flyer Express
TCS provides Flyer Express Service to customers for shipments that require extra care
because of their sensitivity.
OLE
Home Movers
Sentiments
International
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Red Box
Red Box is a customized and discounted overnight service. This service is available in
a choice of following different weights.
Economy Express
Economy Express Service provides the facility to customers to receive their shipments
within 48 hours of the booking.
Supplementary Services
Supplementary services are those extra services that TCS provides to its customer
apart from the regular services. To avail these services the customer has to pay extra
charges. Following is the list of these services:
Time Choice Delivery
Holiday Delivery
Fragile Shipments & Special Handling Service
Out of Service Area Delivery
Prohibited Items
Currency
Narcotics / Heroine
Pornography
Stamps
Bullion (Gold Bar)
Negotiable Instruments
Antiques
Precious Metals / Stones
Live Animals & Plants
Firearms, Parts of Firearms
& Ammunition
Gold / Silver Jewelry
Liquid / Paste / Gums
Perishable Items
Explosives
Pakistan Post Office Mails
1 Kg
2 Kg
3 Kg
5 Kg
10 Kg
15 Kg
20 Kg
25 Kg
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Booking Process
Customer arrives at
counter
Security
Checking of shipment Shipment
Packing
Shipment
Booking
Shipment
Forwarding to
operations
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Glossary
CN#
Consignment Note
NSA
Non Service Area
OSA
Out of Service Area
SHS
Special Handling Shipment
OSR
On Shipper Risk
COT
Cut off Time
COD
Cash on Delivery
HFC
Hold for Collection
SA
Service Ambassador
NOCR
Network Operation Control Room
CA
Closed Address/Close on Arrival
NSC
No Such Consignee
RTO
Return to Origin
RTS
Return to Shipper
UL
Un located
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CORPORATE Corporate is the business unit of TCS which consists of multiple dealings that
derives revenue from corporate clients such as large companies, banks, agencies
and SMEs.
Scope of Corporate Business
WAREHOUSE AND DISTRIBUTION Warehousing and distribution is one of the businesses of TCS which falls in the ambit
of corporate business. This business provides a facility to its clients to stockpile large
amounts of material until they can be forwarded to their desired destinations.
Locations
TCS has total of 14 warehouses across the country in three locations. Out of these 14
warehouses, five are located in Karachi, three in Lahore and six in Islamabad.
Types of Warehouses
The warehouses are divided into two categories:
1- Technical Warehouse
2- Non-Technical Warehouse
Technical Warehouse: Technical warehouses consist of material from telecom
sector i.e. Mobilink, Telenor, Warid and Ufone. A state of the art warehouse at Port
Qasim is established solely for Mobilink where electrical material such as electrical
panel, wires, generators and even their discarded material is stored.
Non-Technical Warehouse: These are those warehouses where material from
clients belonging from Pharma, FMCG, Telecom and other sectors are stored. These
warehouses also provide refrigerated storage areas where temperature sensitive
products like medicines are stored.
Express W&D MMS Overland
Express
Solutions
Supply Chain
Advisory
Corporate
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Salient Features of Warehouses
TCS owns and operates the most organized and distinctive warehouses in the
country. Following are their main features:
Physical Features
Clean and dust proof environment
Humidity Control Systems (if required)
Safety & Security
Fire resistant floor coating
Availability of security cameras with remote monitoring and recording
Availability of security guard round the clock with back up support
Countrywide dedicated security and vigilance setup
Motion detectors, smoke detectors, fire alarms and firefighting equipment
Process
Zero error through process automation
Inventory management through Warehouse Management System with
remote access and extendibility to multiple warehouses
Implementation of ISO 9001:2000
Training and development of staff
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W&D – Technologies
Bar Code
Scanners
Hand-Held
Terminals
In-House Bar
Code Generation
Fork
Lifters
Pallet
Racks
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Warehouse Management System (WMS)
• Client – WMS – W/H loop secured through VPN
• Remote Access to Client for ordering and monitoring
• Extendible to multiple warehouses
• Computerized Inventory allocation and Traceability
• Stock-In and Stock-Out through wireless barcode scanners
• Online transactions and Reporting
W&D Clientele
W&D has an envious clientele in IT, Pharma, FMCG, Telecom and other sectors.
Mobilink has acquired the biggest warehouse space with TCS while Philip Morris
Pakistan is our biggest distribution client.
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Services
The current range of W&D specialized services includes:
Warehousing
Transportation
&
Distribution
Value Addition
and Stock
Repacking
Bar coding
and Labeling
Warranty
Management
Reverse
Logistics
Project
Management
Custom
Clearance
Freight (Air &
Sea)
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Warehouse and Distribution Process
WMS
Emails
Inbound / Outbound
Inventory Management
Packing / Reworking
Activities
Order Fulfillment
Compliance
Post Transaction Activities
Overnight
Overland
Private
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Glossary
DN
Dispatch Note
TDS
Trans Document Sheet
PO
Purchase Order
DO
Delivery Order
W&DMS
Warehouse and Distribution Management System
WPA
Warehouse Process Automation
LDI & FOO
Link Direct International & Fiber Optical Object
TAIMS
Technical Asset Inventory Management System
BSS
Base Station Services
CP
Cell Planning
WTR
Warehouse Transfer Request
IR
Issuance Request
DSO
Delivery Services Order
DR
Direct Request / Requisition
GRN
Goods Receiving Note
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SIN
Store Issuance Note
TN-IN
Transfer in
TN-Out
Transfer out
RN
Return Note
FRN
Faulty Return Note
WSSR
Weekly Stock Status Report
NHC
New Horizon Computer
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OVERLAND EXPRESS Overland express is one of the multiple businesses TCS is involved in. This
business facilitates the customers by providing delivery services through 40 and
50 ft. containers. Shipments in the form of goods and packages (excluding
mail) are carried via a structured route across Pakistan. This business is particularly suited for heavy and bulk shipments that require door
to door delivery.
Delivery Network Span & KPI
The business provides delivery to 215 plus destinations across Pakistan along extended
delivery coverage on Express locations. Shipments are delivered to the concerned
destinations within the time frame of 4 to 6 working days.
Movers and Packers
Movers and Packers is a niche business falling under the ambit of Overland Express. It
is involved in bulk packing of client’s shipments from their origin to their unpacking at
destinations.
Overland Express Clientele
This business includes clients from various large corporations such as:
Pharmaceutical Companies
Banking Sector
Major Printing Houses
Automotive Industry
Cellular Industry
Services
Less than Container Load (LCL)
Not everyone wants to ship a whole container load. TCS provides Less Than Container
Load service to its clients. In this service clients who do not have enough shipments
that can cover the whole container can avail the opportunity to share it with some
other client. The client only pays for the load of his shipments.
Full Container Load (FCL)
Full Container Load facility is provided to those clients who have bulk amount of
shipments that may fill the whole container. Contrary to LCL, FCL contains only the
shipments from a single client.
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Hub to Hub delivery
Hub is the point where all the shipments reach after being shipped from the origin point.
This is where shipments are collected by pickup vans to be distributed to the final
destination.
Hub to Door delivery
In Hub to Door delivery, shipments reach the designated hub from the origin point and
are delivered directly to the end customer at their doorstep.
List of prohibited items
For list of prohibited items please refer to page 20.
Bar Codes
Bar Codes are the identification marks and registration numbers that are used for every
consignment.
Banking & MMS
OLE Shipments
Express Centers and
Field Staff -Booking Banking
Shipments
Route
(Collect)
Door Delivery Hub 02 Hub 01
Route
(Collect)
Origin
Origin
Door Delivery Hub
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Insurance Policy of TCS Road Transport (Pvt) Ltd
Sum Insured
Sum Insured should be equal to the Market Value and/or Replacement Value.
Premium Rate
TCS provides certain limit of insurance to client’s shipment
The premium rate of insurance is 0.5% of declared value of consignment on all
items (non-fragile) while 1% on fragile shipments.
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EXPRESS (OPERATIONS) Express is one of the four business units of TCS that comes under the ambit of
Corporate and is widely acclaimed as the leading courier business in the
country. The business is primarily involved in the shipment of both parcels and
documents.
Scope of Express - Operations
TCS serves almost 2200 plus destinations across Pakistan. It is providing services in
multiple segments i.e. B2B, B2C and C2C. The business has deployed a wide network of
155 plus offices nation widely. TCS offers a wide range of products to all customers,
either businesses, corporations, public / private sector or individuals, in order to
enhance customer’s satisfaction.
The whole network is divided into 11 areas. Delivery routes are planned and shipments
are delivered on the basis of this geographical breakup. Karachi being the largest
business hub of TCS is divided into two areas i.e. Karachi 1 and Karachi 2.
The four operational areas of Karachi are mentioned in the following diagram. These
operational areas have been consolidated into two administrative areas mentioned
above. Karachi East and South have been combined into Khi-1 and Karachi Central
and Karachi West have been combined into Khi-2.
Products
Refer to page 19 for Express Business products.
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In-Bound Process for Karachi
The shipment flies from
LHE to KHI
The aviation staff hands
over the shipment to
Security
The shipments from all the
regions are accumulated
in Lahore and are then
transferred via aircraft to
Karachi
Security checks the sealing
of the van and then it is
passed through the
weighing scale
The shipment comes in
express operations and then
the process of de-
manifestation starts
Area Wise (Primary
Sorting)
Sub-Area Wise (Secondary
Sorting)
A system generated delivery
sheet is prepared by each
courier by scanning the bar
code affixed at each
document
Route Departure Delivery Execution Report to Debriefing
Delivery Sheet 02 Balancing of every
preceding to
proceeding procedure
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Process: Booking to Outbound of Domestic Express
Pickup department receives
call from customer regarding
pickup
Call or SMS forwarded to
field courier for booking
The courier picks all shipments
on his route and takes them to
his area office
Once all vehicles are loaded with
clients’ shipments, they return to
TCS Operations
The vehicle is first checked by
the security staff to ensure the
seal is not broken
Material counted and Security
scanned on arrival at OLE
Operations
Manifestation
Cargo loaded in Runners for
cities / trucks for Aircraft
Trucks are sealed and the checklist
pertaining particulars related to cargo
are provided to the driver
Area Wise (Primary Sorting)
Sub-Area Wise (Secondary Sorting)
Bagging and Bag Sealing
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Process: Inbound to Delivery of Domestic Express
Runners from RYK – SKZ – UET –
HDD await arrival of material
(in KHI)
Material arrives through
Aircraft Cargo and Runners
Transit Bags and Proper bags are
separated
Transit Bags are stocked for
forwarding to respective
destinations
Proper bags are de-manifested,
opened and brought to the
sorting tables
Route Preparation
Operations checking and
signing
Security department conducts
random checks of outgoing
couriers
Area Wise (Primary Sorting)
Route Wise (Secondary Sorting)
Delivery Scanning
and Printing
Courier marks time-out in
Operations and exits
Shipment Delivery
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Glossary
P-Bag
Proper Bag - Shipments packed destination-wise in a polyester bag
R- Bag
Red Bag
Manifesting
After packing of shipments, a bar code is assigned for the bag
which carries the details of the shipper, consignee and the material
packed (P-Bag)
Man
It is the internal jargon of Manifesting
De-Manifesting
After receiving of any shipment, it is the process by which it is
determined that particular shipment has been received by the
operations staff at destination
De-Man
It is the internal jargon of De-Manifesting
Primary Sorting
Area-wise sorting \ distribution
Secondary Sorting
Destination \ route-wise distribution
Data Processing
Entering data of all shipments which are delivered and non-
delivered by last mile courier
DP
It is the internal jargon of Data Processing
De- Briefing
It is the desk in operations which ensures feedback from the last
mile delivery courier about un-delivered shipments for a brief
period, where these entries are made for those addresses which
the courier has to re-visit on route next day or forward the
shipments to CS bench
Pending / CS Desk
It is the desk in operations / Customer Services where the shipments
are taken from De-Briefing desk, where communication with the
origin as well as with consignee is done to resolve discrepancies for
delivery or return it to origin
Origin
Origin is the place (Area) from where the shipment has been
booked
TR-AD
Transit & Airport Distribution
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Offloading of
AC material
Arrival of runners
/ Ops Vehicles /
Trolleys
Offloading of
runners / ticking of
material
Bags
opening
Loadings on
runners / aircraft
Reports
Forwarding
to
processing
area
Re -
Bagging
De -
Bagging /
Sorting
LINE HAUL Line Haul is a supporting wing of TCS Pvt Ltd involved in monitoring, planning and
management of vehicles routes throughout the network. This support function
extensively works in coordination with fleet solutions (which fulfills vehicle
needs of various businesses) in managing the vehicles to be moved
nationwide.
Responsibility of Line Haul
The Line Haul is responsible for the following domains:
Management of external vendor
Planning and monitoring of line haul fleet
Data and MIS management
Planning and monitoring material
The scope of line haul management is not just limited to stated areas but also
extends to inter-departmental support, line haul vehicles and tracking systems, air
and train cargo service provision and RT and AVN division coordination.
Process Flow – Airport Hub
The process that occurs at airport operation in coordination with Line Haul is as follow:
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Load Management-Process Flow
The process flow of load management activities undertaken by Line Haul is as follow:
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Start
Tentative
load figures
from OLE
Estimation of
figures as per
tentative
loads
Availability of TCS vehicles
Vehicle Deployment-Process Flow
The process flow of vehicle deployment process flow activities undertaken by Line Haul is as
follow:
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Glossary
O/B shipments
Outbound shipments
I/B
Inbound shipments
Ops Room
A place where I/B and OB shipments are processed
Scanning
Recording of shipment/ bag into system through bar
coded number
Bagging
Stuffing of sorted and manifested shipments / material in
bag for transportation
P-Bag
Proper Bag
T-Bag
Transit Bag
ER – Bag
Express Runner Bag
Tagging
Labeling of bags
Sealing
Strapping / closing of bags with a pre-numbered
unbreakable plastic seal
Forwarding
Dispatching of material from in-house operations
Re-Forwarding
Next-Dispatching of material from Transit point for various
destinations, through identified modes.
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Notes
OBSERVATION & SUGGESTIONS
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FLEET SOLUTIONS Fleet Solutions is a function of TCS, involved in procuring, managing and
maintenance of entire fleet involved in the TCS business.
Following is the scope of Fleet Solutions:
Scope of Fleet Solutions
Tracking System
Each vehicle is installed with a tracking system and every vehicle has a defined
route on which it has to run. Any vehicle that crosses the predefined route is
automatically identified and stopped.
Fleet Type
Local
(Within city)
Express Runners
(City to City)
Line Haul (Whole Network)
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Types of Vehicles
Express Runners
Carries parcels and light weight shipments.
• KHI- HDD 2:15 hrs. (Approx.)
• KHI- SKZ 6 hrs. (Approx.)
• KHI- RYK 7 hrs. (Approx.)
Heavy Long Vehicle
Carries heavy shipment across network.
Delivery within 3 to 5 working days
Hino / Mazda
Fork Lifter is used for loading and offloading
of material in warehouses and operations
areas.
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Number of fleet
GUJ
1
PEW
2
RWP
27
SKZ
2
KHI
115
LHE
40
MUX
7
The three major cities of Karachi, Lahore and Rawalpindi comprise of major vehicle
facilities because of the heavy load of operational activities. Whereas other areas
including Gujranwala, Peshawar, Sukkur and Multan has vehicles according to the
required needs pertaining to operational activities.
Load Capacity
Vehicles Type
Quantity
Load Capacity
50 Ftrs
26
30 tons
Hino /Mazda / Fuzu
84
05 tons
Titan
01
05 Tons
Detro
01
02 Tons
Shehzore
30
01 Ton
Hilux
05
01 Ton
Hamza
08
1.5 Tons
Suzuki
40
0.6 Ton
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International International division is one of the four major business units of TCS. The International
division deals with all the shipments sent and received from other countries. TCS
began international operations in the year 1999, by providing parcel and package
delivery services to over 3,500 destinations worldwide. These services were offered
to all clientele including walk-in customers and corporate clientele who needed to
move their documents and parcels around the world in a rapid and efficient manner.
With a well-developed infrastructure backed by TCS’s credibility and experience, the
TCS international division plays a vital role in connecting Pakistan to the rest of the
world, offering its massive customer base with the convenience and facility to move
their deliveries to destinations across the world.
UPS
This business area has now seen an exciting new development with the agreement between
UPS (NYSE: UPS), the world’s largest express carrier and package delivery company and TCS,
Pakistan’s most recognized courier, logistics and e-commerce provider. As UPS’s Authorized
Service Contractor, TCS will be working with them to offer International Express Services in
Pakistan.
At a time when supply chain efficiencies are becoming critical to global businesses, this
agreement will enable exporters to enjoy effective and cost efficient international shipping.
Additionally, world class supply chain solutions developed by UPS for the Manufacturing,
Retail and Healthcare industries will now be available in Pakistan through TCS. The combined
strength of UPS – the world’s largest express carrier and package delivery company and the
national logistics brand TCS, will significantly facilitate and uplift businesses in Pakistan.
Through a worldwide network serving over 220 countries and territories, UPS oversees the
successful daily delivery of more than 18.3 million packages and documents. With
immediate effect, documents, parcels and freight from anywhere in the world on the UPS
network can be collected and transported to Pakistan, to be delivered through the nation’s
largest distribution network of over 850 Express Centers and more than 4000 delivery
professionals with the same high quality TCS service. Similarly for exports, TCS will collect
directly from individuals, all sizes of companies and organizations to handover to UPS for
global distribution.
Products & Services
Products and services offered under our International business are:
- Documents and Parcel Express Services
- International Worldwide Express Red Box
- Student Express
- International Freight Express
- Mango Tango and Gift Delivery Services
- Freight Forwarding
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International Worldwide Express Red Box
International Worldwide Express Red Box is a customized and discounted international
parcel delivery service. This service is available in a choice of following different
weights.
Following are the codes that are used for the International Red Boxes:
Booking
Code
Weight
10%
Discount
Code
R1 1 KG B1
R2 2 KG B2
R5 5 KG B5
V1 10 KG B10
R15 15 KG B15
R20 20 KG B20
V2 25 KG B25
1 Kg
2 Kg
5 Kg
10 Kg
15 Kg
20 Kg
25 Kg
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UPS Documents Classification
The following items are classified as Documents by UPS:
Airline Tickets (airline tickets not for resale)
Annual Reports
Bids
Blueprints
Cash Letters
Charts (intercompany only)
Cheques (only blank cheques not for resale, company-to-company cheques,
or payroll/personal cheques)
Computer Print-Outs
Documents (documents shipped in letter envelopes, Paks, or boxes do not
require an invoice for Customs. Mark an "X" in the Documents Only box on the
waybill.)
Drawings
Drivers License
Examination Papers
Graphs
Intercompany Mail
Microfilm, Microfiche (must contain company information only)
Mylars (intercompany only)
Negatives (intercompany only)
Newsletters (Company)
Passports (Passports will require proof of immigration and/or birth certificate)
Price Lists
Proposals
Seismic Data
Sepia Drawings
Slides (must contain company information only)
Specifications Sheets
Transparencies (must contain company information only)
Traveler's Cheques
USB Sticks (USB Sticks / SD Cards being imported with intercompany data can
be entered in as an intangible entry. Intangible is a U.S. shipment entry type
that will allow the shipments to release at the border regardless of value if the
following items are identified as intercompany data: Records, diagrams and
other data with regard to any business, engineering or exploration operation
whether on paper, cards, photographs, blueprints, tapes or other media)
Visa Applications
Everything else is a Non Document
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Prohibited Items
Following are items prohibited for international delivery by UPS:
Alcoholic beverages
Animal skins (non-domesticated)
Articles of exceptional value (e.g., works of art, antiques, precious stones, gold and
silver)
Dangerous goods/Hazardous materials
Firearms
Furs
Ivory and ivory products
Live animals
Money and negotiable items
Perishable goods
Personal effects (except to the U.S.)
Plants
Pornographic materials
Seeds
Stamps of unusual value
Tobacco and tobacco products
Unaccompanied baggage
Other Service Restrictions
Embargoed countries under the US Government laws
UPS does not deliver to or collect from PO Boxes
Max value / declared value USD 50,000 (or local currency equivalent)
Max value for jewelry USD 500 (except costume jewelry)
Dangerous Goods
Restricted Goods
Prohibited Items
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Glossary
CN#
Consignment Note
1Z number
UPS Tracking number starting with 1Zxxx
COT
Cut off Time
HFC
Hold for Collection
NOCR
Network Operation Control Room
RTO
Return to Origin
RTS
Return to Shipper
UL
Un located
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E-Commerce (E-Com) E-Com division is the last of the four major business units of TCS. E-Com division
manages and handles the online shopping services which TCS offers to its
customers. The websites managed by TCS E-Com feature products from various
quality vendors which are offered to our customer. These products can also be
ordered through our Express Centers.
E-Com division operates two online marketplaces for our customers:
1. Yayvo.com
2. Sentiments Express
Yayvo
Yayvo.com offers more shopping convenience to online shoppers in Pakistan and around
the world. An e-commerce site of TCS E-Com (Pvt.) Limited, Yayvo.com offers a wide range
of leading local and global brands, including electronic gadgets, mobile phones, fashion
apparel for men and women, home décor and lifestyle goods, books, edible items and
much more.
Every product on Yayvo.com is original, and is packed and shipped with an official warranty,
backed by the TCS delivery promise. Yayvo.com has also teamed up with TCS Hazir for
selected high demand brands. The service ensures delivery within 60/120 minutes of ordering
online right to the customer’s doorstep in Karachi, Lahore, Islamabad or Rawalpindi. The
60/120 minute online shopping model is the first of its kind in Pakistan.
Yayvo.com redefines the online shopping experience for customers with its 7-day return-no
questions asked policy, along with a simple and easy-to-use interface. Customers can call,
chat or order online directly from any device having internet connectivity. Yayvo.com
specialists guide customers and help make their shopping experience more memorable.
Yayvo.com offers various payment options, including cash on delivery of up to Rs. 100,000 for
shoppers in Pakistan. Customers around the world can shop on www.yayvo.com and have
goods delivered anywhere across Pakistan as well as at 225 locations where TCS delivers
globally.
Products Offered
Yayvo offers variety of the leading preferred local and global brands including,
but not limited to:
• Electronics
• Mobiles and gadgets
• Beauty Items
• Apparel for men and women
• Home décor and lifestyle items
• Books
• Edible items ……….
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Sentiments Express
TCS Sentiments Express is a personalized, high valued gift delivery service offering a wide
array of gifts from gourmet cakes, floral bouquets, ethnic sweets, to various other elegantly
wrapped gifts, delivered with a personalized greeting card in Pakistan. Since 1989, TCS
Sentiments Express has been a part of TCS, the leading express courier in Pakistan. In the
time, it has become Pakistan’s premier gift delivery and greetings service.
Sentiments Express is also the oldest gift delivery service enabling Pakistani diaspora to deliver
gifts in Pakistan. It has a strong vendor base for flowers, cakes and all other gift items to meet
customers’ needs with a strong social media presence of 52,000+ followers on Facebook and
a customer base of 100,000+. Each occasion is treated special, hence, great care is taken to
develop and customize range of products and services that create value for our customers
and corporate clients.
Products Offered
Each occasion is treated special, hence, great care is taken to develop and
customize range of products and services that create value for our customers
and corporate clients.
Theme-specific Occasions
New year
Mother’s day
Father’s day
Eid and Ramadan Festivals
Mango Tango
Corporate events
Personal Occasions
Birthday
Anniversary
Thank you
Get well soon
Congratulations
Employee celebrations by
Corporates
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TCS CUSTOMER SERVICES TCS Customer Services is the nucleus that caters to the multifaceted complaints,
queries and issues of the customers that arise both before and after the delivery
has been made. This function not only provides support to the customers but also
aids in the overall operations of the organization in identifying the loopholes and
improving its services and products.
Main Functions of Customer Services:
Contact Center
TCS comprises of a 60+ seat contact center in Karachi and 16 in Islamabad. The
individuals behind the calls are known as “Service Ambassadors” - The Face of the
Company, maintaining the overall image in front of the customers.
Customer Services
The Customer Service domain comprises of five main categories i.e. Express
Contact Center, Yayvo Contact Center, Customer Care International, Customer
Care Domestic and Key Accounts.
The customer care division deals with the Customer Trace and Service Recovery
which includes root cause analysis and cross-functional workgroups for
improvements. It also handles complaints & claims summary handling along with
developing customer loyalty/relationship management.
The customer care domestic is responsible to handle the customer complaints’
which is locked through a complaint ID number by Call Center agents and web
desk all over the network.
The Customer Care-International deals with the calls/complaints related to
shipment sent abroad or shipment sent to Pakistan. Unlike Customer Care-
Domestic division, this division adopts a proactive approach while dealing with
international shipments. TCS currently has offices in Dubai and UK.
TCS Key Accounts Section is designed to provide a single point of contact for its
largest and most valuable corporate customers. The dedicated staff works
efficiently to resolve their customer’s complaints/queries.
Customer Services
Contact Center
Key Accounts
Customer Care
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ORGANOGRAM-CUSTOMER SERVICES
SHARED VISION Each individual at TCS strives to achieve the shared vision of TCS i.e.
“Delivering beyond Customer Expectation”. The Customer Services at TCS is
also on the way to achieve this shared vision by creating a “WOW” factor in
providing services to its clientele.
ASPIRATIONS OF Y 2017 The aspirations of Customer Services are derived from the shared vision of
TCS, revolving around our “Customers “- the focal point of TCS.
Following are the aspiration of Customer Services in Y 2017:
1) To retain and rebuilt our customers and most importantly our assets i.e.
our people Our employees are the most important asset for TCS, this is the
reason TCS Customer Services aspires to instill the best HR practices so that our
internal customers are in a better position to facilitate our external customers.
2) To become distinctive as a brand – with superior customer experience and
satisfaction
Providing customers prompt feedback on their complaints/queries in the
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most professional manner, giving them a wow experience at the time of
booking and going the extra mile to serve them is what will make TCS
distinctive from other brands.
3) To deliver excellent service quality to differentiate ourselves through the
approach of KPH (Knowledge, Be Polite and Helpful)
TCS Customer Services strives to instill the maximum knowledge related to
products and services in both front and back end CS staff. Making them
learn the most professional yet humble way of communicating with the
clients and helping them when and where necessary.
FOCUS AREAS In order to achieve the shared vision of TCS i.e. “Delivering beyond Customer
Expectations”, TCS Customer Services firmly believes that there are three elements
to achieving this vision:
1. People
2. Process
3. Initiative
CALL CENTER PLANS People
TCS has placed its people at the top of the pyramid. Placing the right people at
the right time with the necessary competence and attitudes will shape how the
organization will work in the near future. The plans related to achieving
excellence in people are as followed:
1) Introduction of Career Progression Initiatives: TCS aims to provide the high
potential employees of the organization a path through which they can come
up the ladder and move into leadership roles.
2) Redefining measureable KPIs and initiate incentive plan for the CSRs: To
motivate the employees to perform at their optimum level, TCS Customer
Service has a thought out structured incentive plan in line for the Customer
Service Representatives.
3) Recognizing Star Performers: TCS firmly believes that it is important to recognize
and appreciate the top performers so that they are able to perform even better
next time and raise the benchmark.
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Process
TCS has incorporated a robust and a streamline process in place and is on
the way in adapting best practices in area of processes and systems.
1) Standardizing KPIs in KHI & ISB Call Center: In order to streamline the
processes in Customer Services, the call centers located in the major
cities of Pakistan have been regularized, so that CSRs’ performance is
measured at the same standards leading to improvement in KPI.
2) Quality handling of Customer Inquiries & Complaints: A standardized quality
check has been placed in line for superior service quality. This system will help
to improve the call quality and will identify loop holes in the overall service
level.
3) Revisit Screening Process and Hiring Criteria for Customer Service: It is important
to induct individuals having the right skills set and attitude. Screening processes
and hiring criteria of CS staff have been revisited and developed on
the basis of competency framework, designed especially for
Customer Services hiring.
Initiatives
TCS provides an open platform to its people to initiate innovative projects
that can benefit the overall organization. This approach not only helps
the employees unleash the hidden potential but also helps the
organization in going into new ventures.
1) Turning into Profit Centre from Cost Centre: TCS Customers Services is striving to
rebuild itself from a Cost Center to a Profit Center.
2) Standardized Service for Every Business Unit: TCS is determined towards
providing standardized service across the organization. To fulfill this
commitment, plans have been initiated to bring the organization under the
same platform.
3) Additional Channels for Approaching Customer Service: In order to facilitate
the customers to approach TCS, various new channels have
been devised, apart from helpline number and TCS Web Desk.
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CUSTOMER SERVICE PLANS People
1) Driving Two Way Communication through Weekly Debriefs: To instill the culture
of open communication and working as a team, two-way communication
through weekly debriefs have been planned. The agents will have the
opportunity to present their ideas to the management and they will provide in
return assistance and guidance down the line.
2) Recognizing Star Performers: Refer point 3 on page 57, under the heading
“people”.
3) Skill Set for Service Mindset and Aspired Positions: To achieve the highest
standards in Customer Services, it is important to induct those individuals who
have the right kind of mindset inclined towards providing service to the end
customer. Therefore a proper competency framework has been devised to
identify the skill set needed for service mindset.
4) Review of Incentive Policy: Refer point 2 on page 57, under the heading
“process”.
Process
1) Key Account Reformation: Customer Service and Sales Territories will be aligned.
2) CS – International Reformation: Customer Services and International will be
aligned on proactive basis.
3) Centralization of Web Channel: All E-Mails will be centralized at one location
landing from Pakistan, UAE and UK.
4) Automation of Claims in C–Pro: Synchronization of claims in Customer–Pro and
seeking automated approvals from concerned stakeholders.
Initiatives
1) Root Cause Analysis of Trace, Claim and Complaints
2) Attribute-wise trending of Trace Quality Parameters
3) Trace Calibration
4) Introduction of Empowerment Matrix
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CLOCK HOURS TCS has a 24/7 call center to facilitate its customers and is available 365
days a year.
Below are the arrival and departure timings of staff working in various
functions of CS:
Functions
Days
Timings
Holidays
Key Accounts
Monday – Saturday
0900 hrs. - 1800 hrs.
Closed on holidays
Customer
Care
Monday – Saturday
0900 hrs. - 2400 hrs.
Special Roasters on
Sundays & Holidays
Monday – Saturday
(walk-ins)
0800 hrs. - 2300 hrs.
Web Mails
Monday - Saturday
0900 hrs. - 2400 hrs.
Special Roasters on
Sundays & Holidays
ESSENTIALS TO FRIENDLY CUSTOMER HANDLING AND ETIQUETTES Handling customers is a daunting task but if this strenuous task is performed with a
sense of excitement with a service mindset it becomes enjoyable. A friendly
‘Caring Service’ is a secret ingredient to a happy customer. Therefore the
necessary skills that are needed are:
Genuine Interest
Giving Correct Information
Listening attentively
Being Responsive
Empathetic Behavior
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What Customers Want
Customers are always looking for the best service. The elements that define
best service are:
Magic Words: Please, Thank you and Sorry
Flexibility: Customer wants the person to “jiggle” the system to make it work
for them. They are not interested in hearing “No” for an answer.
Problem Resolution: Complaint resolution pertaining business /non-business
problems.
Recovery: Apologies, fix it, going an extra mile and follow ups.
RELATIONSHIP BUILDING
Today’s organizations require customers that not only come to them for a
single purchase but provide them long lasting profits. Therefore building a
strong rapport with them is vital for a strong relationship, so that they keep on
coming back.
Following are the basic elements that lead to a strong customer relationship
building:
Listening: Listen to the customer without interruption
Paraphrasing: Paraphrase to ensure understanding
Apology: Apologize and express empathy
Response: Allow the customer to respond and then proceed to solve the problem
HOW IMPORTANT IS THE IMPACT OF FIRST COUNT
It is said that first impression is the last impression, this holds especially true for
Customer Service. The front line staff of Customer Services should create a
lasting impression on the customers. Following are the factors one should take into
account in creating a lasting impression.
1. Make your first ten days count: The most effective way to open any
interaction is to send a “Thanks” message.
2. Tune into others: Wear a smile; convey energy and motivation by matching
your tone and pace. Be vibrant and confident.
3. Walk with a purpose: Whether walking to office or going for a meeting, put
some bonus in your steps.
4. Be impeccably groomed: Show vigor and vitality. Your confidence and
perfection should be visible.
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WHEN AND HOW TO RECOVER FROM A SERVICE FAILURE This can be beautifully explained with the help of service cycle which
comprise of:
1) Great Service Quality: Our team of highly engaged Customer Service
Representatives are motivated and trained to deliver great service quality
in every customer interaction.
2) Service Failure: Since we deal in services, hence there is no such
thing/feature like zero defects in service interaction. Where humans and system
go hand in hand failures do happen.
3) Service Recovery: It is important first to take ownership of a problem, secondly
listen patiently to feedback, gather facts and control the aggrieved situation
and finally after composed facts, present the solution to customer.
4) Service Renewal: Great companies believe in improving their processes so that
the breakdowns don’t recur and what would be a better way than adopting a
lean methodology equivalent to six sigma approach.
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DO’S AND DON’TS
Do
Don’t
Show empathy
Say it is not my fault!
Use appropriate body language
Say you are the fifth one to complaint about
Use the customer name
Interrupt
Listen well
Jump to conclusions
Take notes
Accept responsibility without ensuring it is
the vault of the company
Ask questions to clarify
Be demeaning
Paraphrase
Argue
Sympathize
Lose your temper
Reply only when you have facts
Blame Others
Provide alternatives
Get customer’s full agreement
See it as an opportunity to keep the customer
Follow-ups
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ORDER TRACK AND TRACE IN CUSTOMER PRO
STEP 1
Customer Pro Login
First enter username provided to you by the
concern person
On the second tab below enter the Password to
Login
STEP 2
Main Page
The YAYVO main page consists of
Tracking and Search tab.
STEP 3
Track and Trace
Enter Order number to track
STEP 4
C-PRO YAYVO Tracking Order
Search
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STEP 5
C-PRO YAYVO Tracking
Order Details
STEP 6
C-PRO YAYVO
Tracking Order Items and Charges Details
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STEP 7
C-PRO YAYVO
Tracking Order History
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SOFT PHONE HANDLING
STEP 1
Main Login
STEP 2
ID
Password
STEP 2
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MOCK EXERCISES Before actually encountering a customer over a call one should practice and learn the art of
fluently and efficiently tackling the customer. It is always best to perform mock call before
entering into this activity.
Mock call exercises help the agents in:
Speaking fluently with the customers
Tackling the queries and questions of the customers
Keeping the nerves calm before a frustrated customer
Mock Exercises – Scenario 1
Your Role
You are a customer service representative for ‘YAYVO’ the online shopping portal of TCS.
You came on YAYVO Live Chat with a customer, the following scenario has arisen which is
given below.
STEP 5
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Customer’s Live Chat
Your Task:
Please go through the issue of the customer and use the available resources to respond
following queries.
Q1.What you will do to assist the customer?
Mock Exercises – Scenario 2
Your Role
You are a customer service representative for ‘YAYVO’ the online shopping portal of TCS.
You came on YAYVO Live Chat with a customer, the following scenario has arisen which is
given below.
Customer’s Live Chat
Subject: Login Issue
Dear Concerned,
Hi,
I am trying to login into YAYVO Live Chat option on the YAYVO online shopping portal but
experiencing an issue. When I login with my account ID I get an error message of “Incorrect
password”. My account is already registered with the website but still I am receiving this
message.
Regards,
Yasir
Subject: Order Status Issue
Dear Concerned,
Hi,
I am a resident of Pakistan. Five days prior, my friend who is residing in UK ordered a
shipment through YAYVO.com to be delivered to me. Five days have passed and I haven’t
received any shipment yet. I neither have the order number nor the booking date of the
order.
Regards,
Ali.
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Your Task:
Please go through the issue of the customer and use the available resources to respond
following queries.
Q1.How can you track the customer’s order?
Mock Exercises – Scenario 3
Your Role
You are a customer service representative for ‘YAYVO’ the online shopping portal of TCS.
You came on YAYVO Live Chat with a customer, the following scenario has arisen which is
given below.
Customer’s Live Chat
Your Task:
Please go through the issue of the customer and use the available resources to respond
following queries.
Q1.How will you respond to the customer in this situation of "Delay in Delivery”?
Q2. What will you communicate to the customer when the system displays "Payment
review”?
Q3. How will you respond to the customer since the product is "out of stock”?
Q4. How will you apply the "Service Recovery strategy" to improve the customer's
experience?
Subject: Out of Stock Issue
Customer called on YAYVO Helpline on 5th march and inquired about his order delivery
status. Customer says the delivery time was 2-5 working days. He placed his order on 27th
Feb for a Samsung Galaxy Grand Prime which was on discounted offer. After checking his
order in the CRM application the order status displays "Payment Review". After checking in
the system the product is now “Out of Stock".
Regards,
Ali.
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YAYVO.COM – IN A GLIMPSE YAYVO.COM is the online business model of TCS Pvt Ltd, engaged in providing online
shopping facility to the online customers. An electronic platform designed in a way where
buyers can purchase variety of commodities all under one roof. This easy to shop portal
comprise of electronic items, clothing, beauty and health, books, lifestyle and food.
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KEY FEATURES OF THE WEBSITE On extreme top of the website is a wide band consisting of the most essential features for
customers. It consists of the drop-down arrow comprising of major groups of products
available on the portal, help-line number, a login tab, order tracking tab, shopping cart, a
live chat option, call me now and a search bar. The details of the afore-mentioned features
are defined below:
Help Line Number
111-192-986 is the UAN through which
customers from any part of the world can
reach the CSRs for any query or complaint.
Call me now
This is one of the way through which a SA can be
reached. By clicking on it, a window appears,
the customer writes his contact number and he
receives a call from the YAYVO.COM service
ambassador.
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How to Login
The login tab at the top of the website registers and logs in the customers with YAYVO.COM.
Following are the steps to login:
Customers can purchase items from YAYVO.COM without registering or logging on the
website but creating the account on YAYVO.COM helps the customer move through the
checkout process faster, store multiple shipping addresses, view and track your orders in your
account and more.
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Order Tracking
With order tracking feature, customers can track the status of the delivery, by entering the
order number received by the customer on their cell phone or through E-Mail after the order
is placed online and is confirmed.
Once the order number is entered the following screen appears, providing details such as
product name, quantity, price, tracking number and status. The status can either be “In-
Transit” or “Delivered”.
Shopping Cart
The shopping cart appearing at the top most extreme right corner of the website shows how
many products are being ordered and the details pertaining to each product. Once the
order is placed by the customer the cart gets empty.
Enter order
number here
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Live Chat
The live chat option is another way to reach the Service Ambassadors. By clicking on this
option:
The following window appears. The CSR writes a greeting to the customer and then the
conversation starts.
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Search Tab
The search tab is used to browse and find the exact product one needs to view. Search tab
is a shorter way of going directly to the product one needs to see.
Request a Product
If a certain product is not available at the website that the customer intends to purchase, the
YAYVO.COM gives the option of requesting the item. Keeping in mind, this feature is only
provided to registered customers.
Search the item you are looking for in search
tab. If it is not available, following statement
will appear just below the searched item
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The following window will appear.
By entering all the details and submitting the request, the order gets placed.
Amazon.com products through TCS Hazir International
TCS Hazir International provides the facility to its customers to purchase products available at
Amazon.com. The product is shipped through TCS Hazir International service to the customer.
Following are the steps to an easy purchase of Amazon.com product via TCS Hazir
International.
You are here amazon.com
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By clicking on the “SHOP NOW” option at the front page on the YAYVO.COM, the customer
will be directed towards a screen appearing below. The customer has to paste the URL in the
International Request Form.
On pasting the URL, the system will automatically generate the details related to the product,
including the price in Dollars, features and specifications of the product etc.
Select the desired product
by clicking on it
Copy this link
Paste the URL in the Product URL section at YAYVO.COM website
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The next step is to fill out the personal information section and then agreeing to the terms
and conditions applied. By pressing the submit button, the product is ordered by the
customer.
Categories
The categories section includes the major classes of products available at YAYVO.COM.
Each category is further bifurcated in variety of products that customers can choose from.
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Compare Products
The compare products option facilitates the
customers to compare products from the
same product category.
The customer has to select the product he
desires to compare and then click on the
compare option at the right side of the image.
And do the same steps with the next product
that is to be compared.
Next, click on the compare products option, a
window will appear comparing the two
products.
Compare products window
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Add to Wish list
Add to wish list option appears in the window after you click on the product for viewing it. If
a person does not intend to purchase a certain item right away and wants to view it later on,
then he is provided with this facility to add the certain item in the wish list.
Product Description, Specification and Vendor
On selecting a certain item, the customer is directed toward a screen comprising of details
related to product description, specifications and name of vendor.
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Payment Methods
The YAYVO.COM offers following payment options to the customers. The customers can
choose from any one of the payment method listed below. Multiple payment methods are
provided to customers so that they can pay with ease.
Cash on delivery up to 100,000
Customers have the facility to order products from the YAYVO.COM up to the limit of
PKR100,000/- on one time shopping.
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Order Placement Process
Discount Code
Discount codes are promotional instruments provided by YAYVO.COM to customers so that
they keep visiting and buying products from the website. Discount Codes are given through
text on cell or via E-mail address registered with YAYVO.COM.
The window appears just before the checkout option while ordering the product from the
website.
By writing the discount code the product‘s price is minimized and the customer has to pay
the discounted price at the time of payment.
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MAGENTO ORDER PLACEMENT PROCESS: REGISTERED CUSTOMERS
To create a new order on Magento for a registered customer, press the ‘Create New Order’
button as shown on the page above.
Once the page opens, search the customer via name/email or mobile number. Then, select
the customer from the list.
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In the next step, enter shipping and billing details.
Select desired payment method. Then, select Shipping Method (TCS Overnight Charges)
Add customer comments, if any.
Next, check on ‘Append Comments’ and click on ‘Submit Order’.
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Hazir Sub Kuch
What is HAZIR SUB KUCH?
We live in a very fast paced world where time is very valuable for most people. We
often hear the phrase “too much to do, too little time.” Often, the “too much to do”
is bringing something from somewhere or taking something to some place. This
includes getting groceries, paying bills, picking up clothes from the tailor and various
other similar tasks. TCS being a market leader of Express and Logistics industry in
Pakistan understands that time is of the essence. Therefore through HAZIR SUB KUCH
Pakistan we have planned to offer a solution to our customers by removing the
inconvenience and hassle one would face, by being at their service to deliver
almost from anything to everything, in the least possible time. Only goods which are
Halal and Legal will be transported or procured in this service.
HSK Target Market:
Hazir Sub Kuch target market comprises of:
Individual customers
Small and Medium Enterprises
Corporate Clients
E-commerce Stores, Online platform
Process Models
HSK initially aims to offer its services in two models:
1. Purchase + Delivery Model HSK purchase + delivery model, which will be available for all individual and
corporate customers, works on two basic processes as the name suggests –
Purchase and Delivery. Accordingly, when a customer needs an item we will
purchase it from the market and then deliver the item to the customer at his given
location. Items may include food items, groceries, entertainment, medicines,
electronics, apparels and car accessories. The limit for purchases is set at PKR
10,000/- (except for YAYVO orders, their COD limit is 100,000/-). In case the price of
the customers’ item exceeds the set limit, cash will be collected from the customer
prior to the purchase and delivery of the item. Prescription medicines and any sort of
bill either by government or private institution will follow a similar process.
2. Concierge Model SAB KUCH concierge model will be catering two major markets i.e. General
Consumer and Corporate. In this model we will be accommodating customers
which want to send their personal belongings from one place to another (intercity or
intra-city).The beauty of this service is that customers can use same day service.
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Operations will ensure timely delivery of belongings to customer in 1 to 2 hours max
within city. This include picking up and delivering gifts, documents deliveries, product
distribution, bill payments, food delivery, boutique delivery and a variety of tasks
from stopping by the grocery store to picking up samples from a carpet store etc.
The customer may opt for a hybrid of the two models whereby he can ask TCS to
buy a product and distribute it according to his given parameters.
HSK Delivery time
For concierge model, the maximum delivery time between any pickup point and
delivery point will be maximum 90 minutes. For purchase + delivery model the
delivery timing will be maximum 120 minutes (This includes processing time +
travelling time, if there is delay in processing time then customer will be notified by
using the same chain of communication as set in SOP). Delivery timings are
sometimes extended due to certain factors which are communicated to the
customer.
Scope of HSK Pakistan
HSK will be operated in all locations within Pakistan 24/7. However, some areas within
Karachi and other parts of the country will be restricted based on feedback from the
security department.
Order Process
Sub Kuch Orders will be carried our generally through the following process:
1. Customer records his/her order to the Service Ambassador.
2. Service Ambassador simplifies the order, making it workable for Operations.
3. Operation will carry out the activity and fulfilling customer desire.
Depending on the nature of the order or customer’s desire, the Service Ambassador
may need to coordinate with Operations coordinator to check the possibility of
carrying out the order before confirming it to customer.
Order Limitations
As the name suggest SUB KUCH means ‘everything’, therefore, we will try to provide
endless possibilities to our customers but remaining in the boundaries of legal and
Halal requirements from the customers. Similarly, in the first phase of SAB KUCH we
have to limit ourselves for providing services beyond our reach.
Limitations for Heavy Materials
In those instances where customers demand us to pick heavy material from their
home/office and deliver to some other place, Service Ambassador will transfer this
type of lead to TCS Overland Express or TCS Home movers.
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Limitations for Medicines
Service Ambassador will only entertain OTC medicines for direct pick up. For
prescription medicines the customer will have to provide the Doctor’s prescription in
advance to the courier. Service Ambassador can use portals like sehat.com.pk to
distinguish between OTC and Prescription medicines.
Fee/Bill Payment
For any kind of fee/bill payment to Government or any private institutions, the
courier will collect the funds in advance from the customer before depositing it. This
is to protect TCS’ interests.
Limitations for Livestock
If customer demands from us to buy a livestock for e.g.: cow, goat, camel or any
other animal etc. The Service Ambassador will refer that customer to a reliable
vendor.
Weight limitations:
SUB KUCH will carry a maximum weight of 25kg (by actual or volumetric weight) in
the initial phase. Once operational capacities are arranged we will exceed the limit.
Key Actors for HSK
HSK Service Ambassadors
TCS is the market leader in Express and Logistics services in Pakistan, operating
successfully over a period of 33+ years. With its world-class shipping and handling
processes in effect, TCS aims to take a step further by introducing HSK to its
customers’ beck and call. As with other businesses, a top of the line service requires
a top-notch customer service team to back it up.
The Service Ambassador (SA) is a customer services professional who utilizes all
his/her skills towards satisfying their customers’ needs and delivering them a “wow”
experience. A satisfied customer is a returning customer and there are no two ways
about it. To achieve this purpose, SA’s must hone their skills towards fulfilling
customers’ needs in a friendly, courteous and professional manner.
Service Ambassadors are no ordinary customer services personnel. They are masters
at their craft, understanding of their customers’ needs, proactively seeking to
mitigate every customer query and deliver service beyond expectation. SA’s may
be customer services representatives but make no mistake; not everyone can be a
Service Ambassador.
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Operations Coordinator / Pickup Coordinator
Secondary only to the Service Ambassador, the Operations Coordinator plays an
important role in delivering flawless service to our customers.
SUB KUCH is one of its kind service where customer requirements can be
considerably different from normal TCS pickup and delivery. Therefore, pickup
coordinator will be the center point for all the couriers and help them understand
the route and requirements of the customers. Moreover, in some instances Service
Ambassador will be calling pickup coordinator to confirm the service offered and
estimated time of delivery.
Therefore, the Service Ambassador and pickup coordinator will be highly interlinked
and serve as a backbone for SUB KUCH.
Mediums for using HSK Customers have the option to contact SAB KUCH through:
- Call Center YAYVO (111-123-456)
- Whatsapp (0316-1123456)
- TCS YAYVO Website (Live chat option is also available)
- TCS EXPRESS APP
HSK Unique Selling Propositions (USPs)
Delivering across Pakistan 24/7.
Anything, Anytime, Anywhere.
Response on rush/emergency delivery requirements
Payments Terms
COD
IBFT
M-POS
Credit Card
YAYVO customers whose limit is PKR 100,000/-
UTRACK
TCS taking a step ahead and making life simple, easy and convenient for all is
introducing a tracking portal from one of the leading cellular companies of Pakistan
Ufone. With this feature we will efficiently and smartly assign our couriers to the orders
ensuring timely delivery and satisfaction of customer on priority. This portal will help us
in identifying locations of our HAZIR Sub Kuch field force. Service Coordinator will
assign Service Officer for a particular task and keep track for timely delivery.
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HOW TO HANDLE A CHAT SESSION The main goal is to help the customer. Assistance might be needed with various things:
placing an order; setting up, fixing or replacing a product, scheduling a delivery etc.
Something extra to gain here is customer satisfaction. Lightning quick service with friendly
approach, sense of humor and a little surprise (like upgrade on delivery, discount for future
orders, better deal) will turn the chat into a memorable experience and will make the
customer a lifelong fan of your brand.
Great experience turns delighted customers into true salesmen willing to share their story.
At the same time – slow service and negative attitude combined with multiple transfers
between agents are the best way to lose the customer forever.
Here are some suggestions for the three main areas that should be covered to create the
perfect experience for a clients serviced by live chat customer service teams.
Knowledge tips
Know the offer – be certain of what you are saying about the product or service. Well
trained and knowledgeable staff is a good way to impress people.
Know your resources – it’s also part of good training to know where to send people
asking for detailed product specifics or particular section of the website. It will work
especially well with comprehensive searches for the requested product and friendly
responses.
Behaviour tips
Focus on solving the issue – although sometimes a general chit-chat might be
appreciated, especially with a returning customer, try not to go off-topic too much.
‘Let’s get back to business’ usually helps with bringing the visitor back to the right
subject.
Leave your attitude at the door – restrain from comments and own opinions, keep the
sarcasm for yourself. Instead of inflaming the situation, try to calm down the angry
person on the other side.
Listen patiently – allow customer to explain the issue in details. Understanding where
the actual problem lies is the quickest path to the solution.
Be cheerful and polite – well, it’s not only about solving the issue, but also about the
way it’s done. Try to put a smile on customer’s face.
Don’t lie – the obvious one, huh? If you promise something (like free delivery), keep
that promise and spare the future disappointment (‘I need to pay for that?!’). The
worst truth is better than the sweetest lie.
Be clear – reply yes/no and elaborate on that, do not simply use one or the other.
Don’t be afraid of transferring the chats – don’t ask for permission when you need to
make a transfer. However, you need to make sure to inform the customer that all
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chat details are being transferred to another rep. Customers hate repeating
themselves.
Extra tips
For sales teams: use language of benefit, pitch only when asked to, highlight benefits
of changing the status quo, be informative and proactive.
For support teams: use simple answers and be honest when there’s a need to move
up a tier, try to understand what exactly doesn’t work from “it doesn’t work” phrase,
assist in answering questions if the customer is not tech savvy.
Technical tips
Use precise and simple questions – it will allow you to quickly locate the issue and
deal with it.
Avoid jargon – customers may not know any specific terminology, so you have to
make sure you are understood.
Avoid typos and use proper spelling – valuable chat solutions offer dictionaries, it’s a
good idea to make use of them.
Describe your actions – inform about checking on more information, use phrases like
‘please hold on’, ‘allow me to check that’, ‘let me get that information for you’.
Never leave the customer unanswered – confirm that you read the question and that
the reply is being prepared.
Make use of accurate responses – people expect valuable answers in real-time.
Properly prepared accurate responses make work more efficient and allow handling
several chat sessions at once with quality remaining on a high level.
Use your real name – this creates a better relation between a customer and the
operator, as well as builds a trust between both parties.
Try to solve the issue in one contact – the best way to win hearts of your customers is
to close their cases during one chat, without having them have to come back
several times and go over the same questions again.
Wow your customers
Once you take care of general practices of the online support, your base is ready and it is
time to take a step forward and work on customer amazement.
Doing something memorable, something crazy that positively surprises people, will make your
chat customers happy and turn them into brand ambassadors. Simply said: positive
experience makes people talk.
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More Chat Tips
1. Don’t make your customers wait
Live chat is best known for providing instant assistance. So the faster you offer assistance to
the customers by responding to their queries, the better will be your support quality. As per a
report, ‘71% visitors expect assistance within five minutes and if they don’t receive it, 48% will
abandon the site.’ So make sure you accept the chat invitations and start responding to the
website visitors ASAP.
2. Proper product knowledge is important
Make sure that you know each and every thing about your product offerings and if the
customer asks something you should be able to provide the right answer. Offering right
information confidently is a great way to make the customers happy.
3. Add a human touch to your conversation
Many people feel that in live chat, whoever is chatting as an agent acts with them like a
robot. The reason probably is that agents don’t act lively while providing online customer
support through live chat. This way customers will never be satisfied. So it’s a must to add a
human touch to the live conversations.
Here are some tips for you:
i) Send personalized greetings
ii) Add your image, name and designation in the chat profile
iii) Avoid using frequent canned messages
iv) Make sure that your answers are personalized and to the point
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4. Admit when you don’t know the answer
Many times customers may ask you something about which you don’t have any idea. It’s
absolutely ok! Don’t panic. Here you need to smartly handle the issue. There can be 2 ways:
first tell them that currently you can’t answer as you don’t have the right information and
need some time to look into it. The second option is to tell them for solving that issue, you
need some information which cannot be accessed by you and forward that chat to one of
your team mates who can handle it.
5. Communicate in a professional manner
Being in the live chat support team, you are the first point of contact for the customers. As
you are representing your company, you need to communicate with them in a proper way.
In live chat, what you write should be grammatically correct. Using correct sentences and
punctuation is important. Avoid using too many exclamation marks and emoticons. Your
tone of language should make your customers feel that they are in the right hands. Lastly,
always avoid using sarcastic phrases which may create a negative impact on the customers.
Some more tips:
i) Introduce yourself while initiating the chat session
ii) Don’t lose your patience
iii) Listen carefully what the customer has to say
iv) Use proper spelling and grammar while typing
v) Make your answer short and to the point
vi) Don’t argue with your customers
vii) End the chat on a high note
In your live chat sessions with your customers, your words are all that you have, to convey the
right message to your customers. Any phrase that would have passed ‘OK’ in face-to-face or
telephonic conversation may be misinterpreted in live chat. For providing excellent online
customer support, every live chat agent should build up good communication skills,
vocabulary that excludes any dubiety and provides a pleasant experience for the
customers. Though customer service is not an easy job, but don’t take it as a burden. After
all, it’s a very good sales and service opportunity, so don’t let it go away from your hand.