Handling Calls, Chats, and Emails Professionally

Purpose

To ensure all customer, vendor, and partner interactions over phone calls, live chats, and emails are handled politely, clearly, and professionally, creating a positive brand image for Cashkr.

Scope

Applies to CX Team, Sales Team, Vendor Team, and any employee communicating with customers, vendors, or business partners.

Responsibility

• Primary: All front-facing employees

• Monitoring: CX Manager / Department Head

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General Communication Rules (All Channels)

1. Always greet politely using name and company:

   • “Good morning, this is Riya from Cashkr, how may I help you?”

2. Listen without interrupting.

3. Speak/write clearly — avoid slang or overly technical terms unless needed.

4. Never argue — stay calm even if the other person is upset.

5. Always confirm Order ID / Case ID before discussing details.

6. End every interaction with a summary of action taken and next steps.

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1. Handling Calls

• Answer within 3 rings if possible.

• Use a friendly, professional tone.

• Take notes while listening.

• If you need to put the customer on hold:

  • Ask permission (“May I place you on a brief hold while I check that?”)

  • Keep hold time under 60 seconds.

• If you can’t solve it immediately:

  • Inform expected callback time.

  • Ensure follow-up within promised time.

Example Call Flow:

1. Greeting → “Hello, this is Riya from Cashkr…”

2. Confirm Order ID.

3. Listen & clarify issue.

4. Provide solution or next step.

5. Thank them → “Thank you for calling Cashkr, we’ll update you shortly.”

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2. Handling Chats (WhatsApp / Website Live Chat)

• Respond within 1 minute if online, within 15 minutes if away.

• Use short, clear sentences.

• Avoid all caps (seems like shouting).

• Use polite emojis only when suitable 😊.

• Share links or instructions in bullet points for easy reading.

Example Chat Reply:

“Hi Ankit 👋,
Your pickup is scheduled for tomorrow between 2–4 PM.
Please keep your phone unlocked and ID proof ready.
Let us know if you need to reschedule.”

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3. Handling Emails

• Reply to customer/vendor emails within 4 working hours.

• Always start with a greeting using their name.

• Keep paragraphs short (2–3 lines).

• Use professional closing:

  • “Regards, Riya | Customer Support, Cashkr”

• Attach all required documents/screenshots in one email to avoid multiple follow-ups.

Example Email:

Subject: Update on Your Order #12456

Dear Ankit,

Your pickup is confirmed for 14 August, 2–4 PM. Please keep your phone unlocked and ID proof ready for verification.
If you have any questions, reply to this email or call us at 1800-XXX-XXXX.

Regards,
Riya
Customer Support | Cashkr

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Do’s & Don’ts Table

Do	Don’t
Speak/write politely	Use slang or short forms in official chats
Confirm order/case ID	Give info without verifying
Give clear next steps	Leave customer unsure of what happens next
Keep promises on callbacks	Forget to follow up
Thank the customer/vendor	End abruptly