employee orientation workbook

SERVICE AMBASSADOR

PROGRAM

EMPLOYEE ORIENTATION

WORKBOOK

Service Ambassador – Development Center

HR Learning & Development

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



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


Notes ..................................................................................................................................................... 39

OVERLAND EXPRESS .............................................................................................................................. 40


Notes ..................................................................................................................................................... 46

EXPRESS (OPERATIONS) ........................................................................................................................ 47

In-Bound Process for Karachi ............................................................................................................ 48


Notes ..................................................................................................................................................... 53

LINE HAUL ............................................................................................................................................. 54


Notes ..................................................................................................................................................... 58

FLEET SOLUTIONS ................................................................................................................................ 60


Notes ..................................................................................................................................................... 64



INTERNATIONAL .................................................................................................................................... 69

International ........................................................................................................................................ 70


NOTES.................................................................................................................................................... 76

E-Com .................................................................................................................................................... 84

E-Commerce (E-Com) .......................................................................................................................... 85


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



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



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



VISION AND MISSION



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.



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.



PART 1: BUSINESS DOMAIN KNOWLEDGE



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.



CONSUMER



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



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



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



Booking Process

Customer arrives at

counter

Security

Checking of shipment Shipment

Packing

Shipment

Booking

Shipment

Forwarding to

operations



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



OBSERVATION & SUGGESTIONS



NOTES



CORPORATE



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

Print

Solutions

Supply Chain

Advisory

Corporate



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



W&D – Technologies

Bar Code

Scanners

Hand-Held

Terminals

In-House Bar

Code Generation

Fork

Lifters

Pallet

Racks



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.



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)



Warehouse and Distribution Process

WMS

Emails

Inbound / Outbound

Inventory Management

Packing / Reworking

Activities

Order Fulfillment

Compliance

Post Transaction Activities

Overnight

Overland

Private



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



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



Notes



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.



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



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.



Notes



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.



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



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



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



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



Notes



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:



Load Management-Process Flow

The process flow of load management activities undertaken by Line Haul is as follow:



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:



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.



Notes




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)



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.



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



Notes



INTERNATIONAL



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



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



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



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



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



NOTES



E-Com



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 ……….



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



NOTES



PART 2: CUSTOMER SERVICES



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



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



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.



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.



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



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



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.



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.



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



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



STEP 5

C-PRO YAYVO Tracking

Order Details

STEP 6

C-PRO YAYVO

Tracking Order Items and Charges Details



STEP 7

C-PRO YAYVO

Tracking Order History



SOFT PHONE HANDLING

STEP 1

Main Login

STEP 2

ID

Password

STEP 2



STEP 3

STEP 4



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



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?


Your Role



given below.


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.



Your Task:


following queries.

Q1.How can you track the customer’s order?


Your Role



given below.


Your Task:


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.



PART 3: YAYVO.COM



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.



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.



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.



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



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.



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



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



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



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.



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



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.



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.



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.



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.



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’.



Part 4: HAZIR SUB KUCH



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.



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.



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.



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.



SUBKUCH ORDER FORMS:



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

http://www.focus.com/questions/what-is-the-best-example-of-customer-service-you-have-ever/



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.



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



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.



THE TCS DELIVERY NETWORK