TABLE OF CONTENTS

• Objective:
• Step-by-step process flow
  • Step 1 – Fill in the details using the template provided in your internal notes.
  • Step 2 – Escalate the request via calibrator
  • Step 3 – Once the S&M team provides an update, respond to the customer accordingly.

Objective:

To ensure clear and complete communication with the Sales & Marketing team regarding promo codes and discounts to be generated specifically for customer's request.

Step-by-step process flow

Step 1 – Fill in the details using the template provided in your internal notes.

Hi Sales & Marketing team, we have an enquiry with regards to a Promo Code/Discount. Kindly assist accordingly, thank you!

CX Agent

Request: 

Summary:

Ticket number:

Sales & Marketing

Generated promo code:

% Discount provided:

Validity:

Usage:

Additional remarks:

Step 2 – Escalate the request via calibrator

After filling in all required details, escalate the ticket to the S&M team using Calibrator.

• Set the ticket properties to Pending S&M Team.

• Escalate the ticket to the Marketing Team’s queue/pile for further action.

Step 3 – Once the S&M team provides an update, respond to the customer accordingly.

Once you have obtained all the details needed to provide to customer, you may start drafting your response and respond accordingly.