If a customer requests a callback due to any reason or difficulty in sharing their query, ensure SOP compliance by arranging the callback instead of diverting them.
Additionally, for actionable requests like cancellations, modifications, adjustments, or critical cases from unregistered credentials, avoid asking the customer to contact us from registered details. Instead:
- Verify & Resolve in One Go: Arrange a verification call to their registered contact number or ask them to share consent via their registered email while connected on chat.
- Once the email is received, resolve the query within the same interaction without unnecessary diversions.