English script Hindi script

 Opening: Always put a smile across your face while  Opening: Always put a smile across your face while
you open the call you open the call.

If customer’s name visible : “welcome to Flipkart”, If customer's Name visible: Namaskar flipkart mein
my name is ___ , am I speaking with ______ apka swagat hain main ___ baat karri/karra hun
kya meri baat __se hori hain. Naam confirm karne
If customer’s name not visible: “welcome to ke liye dhanyawaadh
Flipkart” my name is ___ , may I know your name
please? If customer's Name not visible: Namaskar flipkart
mein apka swagat hain main [your name] baat
 Acknoweldgement: Always use acknowledging karri/karra hun kya me aapka naam jaan
statement to make your customer feel you are listening sakta/sakti hun ? Naam batane karne ke liye
to his/her concern and you are present in the dhanyawaadh.
conversation every time when needed.

“Thank you for confirming your name”.

If customer is Flipkart plus
If customer is Flipkart Plus “Jaise ki check kar paari/paara hun aap flipkart ke
“As I can see , you’re a Flipkart Plus members, I plus member hain aagey badne se phle flipkart ke
would like to thank you for being a valuable plus valueluable plus member bane rehne ke liye
member on Flipkart.” dhanyawaadh.

Order confirmation:
Order confirmation:
If visible: Saath hi apka jo last order my dekh
If visible: As I can see your last order is ____,
paari hu [last order name] hai aur iska price hain
please tell me how may I help you. Thank you for
[item value] aap issi ke baareme jaankari lena
confirming you order.
chahengy Order confirm karne ke liye
dhanyawadh.
If not visible: Please tell me how may I help you
today. Thank you for confirming you order.  Empathy: Ji main bilkul samaj sakta hun apki
pareshaani ko
 Empathy: I can certainly understand your concern  Apology: Maafi chahunga apko honewale
 Apology: and, I am really sorry for the trouble pareshaani ke liye
caused  Assurance: Aap bilkul Nishchint rahiye mera
 Assurance: rest assured, I will definitely try to help dwara aapki sahayta karne ki puri koshish rahegi
you, over the call Today iss call par.
 Rephrase: well, As I understand your  Rephrase: Jaise ki main samaj paaya hun apka
concern( repeat cx concern if required) concern (repeat cx concern if required)

 Hold and dead air  Hold and dead air

For gathering more information may I please put Permission : Kya main apke call ko Duration: 3
your call on hold for 3 minutes ? mint ke liye hold pe rakh sakta hun Reason: taki
product se related aur jaankari check karsaku
Thank you for being on hold • Refreshing hold (after 180 second): Call pe bane
rehne ke liye dhanyawadh jankari check karne me
It’s taking longer than usual may I again put your thoda saamay lagra hain kya main apke call ko
call on hold for another 3 minutes. aur ek mint ke liye hold pe rakhsaktha hun.
• Un hold script: Call pe bane rehne ke liye
dhanyawaadh maafi chahunga zyada samay call ko
hold pe rakhne ke liye.
 Further assistance: Is there anything else I can assist  Further assistance: Kya mai aapki aur koi sahayta
you related to Flipkart? kar sakta hu Flipkart se related?

 Closing :  Closing :
There is small request from my end that, your valuable Apse ek choti si request rahegi ki, apka valuable
feedback is really important to us[customer name ], feedback hamare liye bhoth hi mahatvapuran hain
please share your experience based on our kripya iss call ke baad mein milne waali email
conversation survey ke dwaara aap hamare baatcheez ke
anubhav ko zarur share hain.
 Closing 2: Thank you shopping with Flipkart have
a nice day  Closing 2: flipkart pe shopping karte rehne ke liye
dhanyawadh apka samay shubh ho