Background
Customer Service is a key part of our values and commercial success.
Changes to this Policy Manual
Changes to this manual, including the issue list, the solutions list, the processes, and SLAs can only be done with the approval of the Customer Service Committee.
Best Practices
Completeness: all issues (including issues that are resolved immediately or without engaging other departments) should be ticketed and recorded in the CRM.
Shadow systems: we should not create or maintain parallel systems for recording issues in excel, google sheets, notebooks, etc. If we need something that isn’t in Freshdesk, we should add it to Freshdesk, rather than creating a shadow system.
Issue Resolution Matrix
The Customer Service Issue Resolution Matrix can be found here.
Customer Service Committee
The Customer Service Committee meets weekly to;
Review overall progress on CS issues
Resolve any CS issue that has been in the system for 7 days or more
Resolve any CS issue that has been escalated
Review any CS issue where the solution is “Other” and the solution did not come from the committee
Review any CS issue where the type is “Other”
Review any CS issue where the solution was “Investigation” or “Internal Feedback”
Create new issue or solution types, as needed (including the process, SLA, and any data-related changes)
The CS Committee members as of March 2023, are;
Esther Wambui
Andrew Ndichu
Zipporah Mutu
Yvonne Muita
All product related issues will be summarized and sent to the Product team by the Customer Service team on a monthly basis.
Issues
Billing
Definition: there was an error in billing. Errors in billing are often honest mistakes. However, fraud does happen. If you suspect fraud, escalate to your manager immediately.
Invoice (too much): we billed the client for more than they ordered or received. This could mean the price is too high, the quantity is too high, or the SKU is wrong and more expensive.
Solution (Price is too high): we raise a price adjustment credit note and refund the balance
Price adjustment credit note
Solution (Quantity is too high):
Return
SKU credit note
Solution (SKU is wrong and more expensive):
New Order
Return
SKU credit note
Invoice (too little): we did not bill the customer enough. This could mean the price was too low, the quantity was too low, or the SKU was wrong and less expensive.
Solution (Price is too low): we apologize, we issue a credit note for the original invoice, we create a new invoice and assign the payment to the new invoice.
Credit note the full original invoice
Issue a new invoice
Solution (Quantity is too low):
New invoice for balance
Solution (SKU is wrong and less expensive):
Return
SKU credit note
New invoice
Delayed refund: we exceeded the time limit in the SLA for refunds.
Solution(Moko Refund): we Apologize to the customer and mark it for Internal Feedback.
Apology
Internal Feedback.
Solution (Third party Refund):
We Apologize to the customer and mark it for Internal Feedback.
Apology
Internal Feedback
Note: For third parties like flexpay, We could refund the customer after validating the return, since we know Flexpay will pay us
Interaction
Definition: the customer or retailer had an interaction with a member of staff who was rude, dishonest, unprofessional, or fraudulent. Often, the customer will not know the name or ID of the staff member. However, they can usually tell us where they interacted with the staff member (i.e. delivery agent, online sales agent, Moko-owned retail agent, G4S staff, etc). In Freshdesk, we record the department and then will need to start an investigation to determine which staff member was involved.
Delivery CS issue: the staff involved was a member of the delivery team.
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
Sales agent CS issue: the staff involved was a member of the sales team.
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
Front office CS issue: the staff involved was a member of the front office team.
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
Moko-owned retailer CS issue: the staff involved was a member of the Moko-owned retailer team.
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
GT CS issue: the staff involved was a member of the GT team.
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
MT CS Issue: the staff involved was a member of the MT team.\
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
B2B CS Issue: the staff involved was a member of the B2B team.
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
Other staff CS issue: the staff involved was a member of a different team (please specify in the notes).
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
3rd party CS issue: the staff involved was not a Moko employee and was a member of courier, a lending agent, or a 3rd party retailer (please specify the name of the organization in the notes).
Solution: we Apologize to the customer and mark it for Internal Investigation.
Apology
Internal Investigation
Order
Too many products: the sales officer ordered more products than the customer wanted.
Solution:
Return
SKU credit note
Too few products: the sales officer ordered fewer products than the customer wanted.
Solution:
New invoice for balance
Wrong product SKU: we created an order for something the customer did not ask for.
Solution: review the call log or chat record. If we ordered the wrong thing, we will return and submit a new order.
Apology
Return
SKU credit note
New order
Order placed late: the sales agent did not place the order on the same day they received it, causing a delay in delivery.
Solution: we apologize to the customer. We note this for internal feedback and write “order placed X days late” in the Notes section, with X being the difference between the date of the call log and the date of the order.
Apology
Internal feedback
Customer initiated order change: the customer asks to change the order.
Solution: if the order has not been dispatched, the CS agent should call the service delivery officer in dispatch immediately. Issue an order cancellation and credit note. Complete a new order for the new products. If the order has already been dispatched, initiate a return and a new order. If the order has been invoiced, we will need to make a credit note.
Return
Credit note
Cancellation
New order
Customer initiated order cancellation: the customer asks to cancel the order.
Solution: if the order has not been dispatched, the CS agent should call the service delivery officer in dispatch immediately. Issue an order cancellation and credit note. If the order has already been dispatched, initiate a return and a refund. If the order has already been invoiced, we will need to make a credit note.
Return
Credit note
Cancellation
Refund
Delivery
Who
Moko Delivery: this means a Moko staff member (usually the delivery assistant) was present for the delivery. This applies to vehicles owned by Moko and leased by Moko - the important thing is whether a Moko staff member was present.
3rd Party Delivery: this means a Moko staff member was not present (usually a courier).
Delivery outside the time window
Solution: apologize to the customer. If the delivery can still be completed, record internal feedback. If the delivery cannot still be completed, record internal feedback and reschedule the delivery.
Apology
Internal Feedback
Reschedule Delivery
Delivery on a different day
Solution: apologize to the customer. If the delivery can still be completed, record internal feedback. If the delivery cannot still be completed, record internal feedback and reschedule the delivery.
Apology
Internal Feedback
Reschedule Delivery
Missing paperwork (invoice and delivery note)
Description: the invoice includes both the quantity and value of the products. The delivery note is just the quantity. A signed delivery note is our proof of delivery (POD). However, exceptions to the rule result in the invoice either not being loaded, or not printed in time, or being inaccurate. This is most common for upcountry deliveries.
Note 1: a pay-on-delivery customer also has their electronic payment as a record that they received the items in good condition. It’s an even bigger issue for credit customers.
Note 2: current projects will close some of these loopholes but we need an interim solution.
Solution: all deliveries must have a proof of delivery. If we don’t have a POD, we should return the products to the warehouse. If the delivery agent can find a printer, they can print the invoice and/or delivery note. If they can’t or don’t have time, they need to return the products to the warehouse.
Apology
Internal Feedback
Return
Reschedule Delivery
Damaged caused to non-Moko item during delivery
Solution: apologize to the customer. Escalate to the CS Committee and inform your manager immediately. Delivery team should take photos of the damage and stay onsite until your manager calls you back. Moko will pay for the damages but will require an invoice (from a mechanic, a fundi, Hotpoint etc depending on what was damaged). We will not try to fix the damage ourselves or replace the item (these are not scalable solutions).
Apology
Escalation
Payment
Too many products: we delivered more products than were ordered, as indicated on the invoice or delivery note.
Solution: if the invoice includes the extra quantity, then we return and issue a credit note for the extra product. If the invoice does not include the extra quantity, then we return the extra quantity.
Investigation
Apology
Return
SKU credit note
Too few products: we delivered fewer products than were ordered, as indicated on the invoice or delivery note.
Solution: we issue a credit note for the balance of the previous order. We create a new order. We also start an internal investigation, to determine what happened to the items that were loaded.
Apology
Credit Note
New Order
Investigation
Wrong product SKU: we delivered the wrong SKU (including color, orientation, etc) as indicated on the invoice or delivery note.
Solution: we apologize to the customer. We start a return. We issue a credit note for the order. We initiate a new order for the correct SKU.
Apology
Credit Note
New Order
Delivery to the wrong location: we delivered the products to the wrong place. While the products are in the wrong place, we are vulnerable to theft. We need to either complete the delivery or return the products within the same day.
Solution: apologize to the customer. If the delivery can still be completed, record internal feedback. If the delivery cannot still be completed, call the service delivery officer immediately, record internal feedback, initiate a return, and reschedule the delivery.
Apology
Internal Feedback
Return
Reschedule Delivery
No product delivered: we schedule a delivery but it never happens.
Solution: apologize to the customer. If the delivery is marked as completed by the delivery team, initiate an investigation to learn where the goods went. If the delivery is marked as incomplete by the delivery team and all products came back to the warehouse, record internal feedback and reschedule the delivery.
Apology
Internal feedback
Investigation
Reschedule delivery
Switched product: the delivery team confuses 2 customers and switches the goods each customer was meant to receive.
Solution: apologize to the customer. Initiate a replacement for both customers. DO NOT try to swap their inventory in the field. Our inventory management systems are not designed to handle this and it creates a fraud risk.
Apology
Return
Refund
Replace
Delayed return: we exceeded the time limit in the SLA for returns.
Solution: we Apologize to the customer and mark it for Internal Feedback.
Apology
Internal Feedback
3rd Party Financing
Flexpay: a customer has a question, concern, or point of feedback regarding Flexpay.
Solution: In the event that a customer has finished paying for the product and it has been validated, We could refund the customer since Flexpay will pay us back.
If Validation has not yet occured, we encourage the customer to contact Flexpay directly first. If the customer has already contacted Flexpay and 1 business day has not passed, ask the customer to contact Flexpay again. If more than 1 business day has passed, the CS agent will contact our account agent at Flexpay.
Aspira: a customer has a question, concern, or point of feedback regarding Flexpay.
Solution: we encourage the customer to contact Aspira directly first. If the customer has already contacted Aspira and 1 business day has not passed, ask the customer to contact Aspira again. If more than 1 business day has passed, the CS agent will contact our account agent at Aspira.
Lipalater: a customer has a question, concern, or point of feedback regarding Flexpay.
Solution: we encourage the customer to contact Lipalater directly first. If the customer has already contacted Lipalater and 1 business day has not passed, ask the customer to contact Lipalater again. If more than 1 business day has passed, the CS agent will contact our account agent at Lipalater.
Product
For all poduct related issues, attach a photoMattresses: for all mattress issues, the solutions are the same.
Solutions: we apologize. The customer can choose to return or replace the product as per the product warranty. There are 3 important notes. First, different mattresses have different warranties (7 years for Napmaster, 10 years for The Moko). Second, customers have different rights in the first 45 days after delivery and after those 45 days. Third, different issue subtypes have different solutions (see the warranty link above for details).
Return
Replace
Refund
Apologize
Subtype: each product issue will be labeled with one or more subtypes. Please select all that apply. Only use the “other” category if it really doesn’t fit into an existing category. Labeling issues as “other” makes data analysis more difficult.
Too firm
Sinking
Lumpy
Smelly
Too soft
Dirty
Damaged
Design
Other
Sofas
Solutions: we apologize. Our sofas do not come with a warranty. The customer can choose to return or replace the product or replace part of the product within 7 days of delivery. After 7 days from delivery, we will apologize but we will not take further action.
Return
Replace
Partial replacement
Refund
Apologize
Subtype: each product issue will be labeled with one or more subtypes. Please select all that apply. Only use the “other” category if it really doesn’t fit into an existing category. Labeling issues as “other” makes data analysis more difficult.
Too firm
Too soft
Low back
Sinking
Stitching
Cushion
Squeaky
Dirty
Damaged
Design
Beds
Bed is damaged in part or in full: if the bed is damaged in full, return the bed. If the bed is damaged in part, (i.e. the headboard or the slats that support the mattress), replace the part.
Replace the part
SKU credit note for the part
Solutions: we apologize. Our beds do not come with a warranty. The customer can choose to return or replace the product or replace part of the product within 7 days of delivery. After 7 days from delivery, we will apologize but we will not take further action.
Return
Replace
Partial replacement
Refund
Apologize
Subtype: each product issue will be labeled with one or more subtypes. Please select all that apply. Only use the “other” category if it really doesn’t fit into an existing category. Labeling issues as “other” makes data analysis more difficult.
Squeaky
Doesn’t fit together
Damaged
Dirty
Design
Other Products: this is for pilot products that are not yet an official part of our product range. These products do not come with a warranty. The customer can choose to return or replace the product or replace part of the product within 7 days of delivery. After 7 days from delivery, we will apologize but we will not take further action.
Solutions: we apologize. The customer can choose to return or replace the product or replace part of the product.
Return
Replace
Partial replacement
Refund
Apologize
Subtype: each product issue will be labeled with one or more subtypes. Please select all that apply. Only use the “other” category if it really doesn’t fit into an existing category. Labeling issues as “other” makes data analysis more difficult.
Damaged
Dirty
Design
Other
Offers
Promotions: we will put in place promotions from time to time. Generally, these will fall be vouchers (reductions in the cost of the product), payments (we send money to the customer), or products (we send an extra product with the normal offer).
Solution: will be agreed upon as part of each promotion.
Referrals: we may put in place referral gifts for those who bring us new customers. Generally, these will fall be vouchers (reductions in the cost of the product), payments (we send money to the customer), or products (we send an extra product with the normal offer).
Solution: will be agreed upon as part of each new referral program.
Other: we may put in place other offers. Any other offer not covered under a promotion or a referral would go here. Try to avoid using ‘other’ unless the issue really doesn’t fit into the above categories. The more we use ‘other,’ the harder it is to analyze our data.
Solution: will be agreed upon as part of this offer.
Other
Other: this is for any issues that are definitely not one of the above issue types. Try to avoid using ‘other’ unless the issue really doesn’t fit into the above categories. The more we use ‘other,’ the harder it is to analyze our data. Only use this category if it really doesn’t fit into an existing order type.
Note: any issues marked “other” will be reviewed at the next CS Committee meeting.
Solutions
We don’t want individual solutions to individual problems. At scale, we want a limited number of standardized solutions which we can assign issues to. The below is our initial list of solutions. In order for new solutions to be added, they need to be approved by the CS committee, the process needs to be mapped in detail, and the SLA must be documented and agreed upon by the relevant departments.
Note: sometimes we learn about a customer service issue at the point of delivery. There is a temptation to try to resolve such issues using local arrangements outside our systems. However, local arrangements in the field will actually cause more issues that they solve at scale. Local arrangements make our backend data inaccurate, create significant fraud risks, and require the involvement of more senior staff to execute well. These are bigger problems than a local arrangement in the field is solving.
Example: a delivery truck arrives in the field. We accidentally loaded the wrong product. The customer ordered a 3x6 and we loaded a 4x6. When we arrive, the customer decides they would like the 4x6 instead. They take the 4x6. This would appear to solve a simple problem in the field. However, we’ve invoiced the customer for a 3x6, they’ve taken a 4x6, and we may or may not have a record of what happened, given that our systems are not set up to record this kind of change in the field. Now imagine that at scale, this kind of local arrangement happens 10x a day. Very quickly, we lose track of our financial and inventory data.
This section is incomplete. We will add links to the processes and SLAs for each solution as part of the 2nd phase of this project.
Refund
Description: we refund the customer the full amount of the original invoice.
Process (link)
SLA (link)
Return
Description: we return all the products on the invoice from the customer to the warehouse team.
Process (link)
SLA (link)
Replace
Description: a replacement is not a separate solution. A replacement is a combination of a Return, a Refund, and a new order.
Partial Refund
Description: we refund the customer less than the full amount of the original invoice.
Process (link)
SLA (link)
Partial Return
Description: we return some of the products on the invoice from the customer to the inventory team.
Process (link)
SLA (link)
Partial Replacement
Description: a partial replacement is not a separate solution. A partial replacement is a combination of a Partial Return, a Partial Refund, and a new order.
Internal Investigation
Description: all internal investigations go to HR first. HR will determine what kind of misconduct has been alleged. HR will lead an investigation into the misconduct and determine culpability. In some cases, staff will be placed on paid leave while the investigation occurs. HR will issue a ruling on the allegation and determine what has/hasn’t occurred, and if the conduct violates our HR policy. If the conduct violates our HR policy, HR will execute the consequences for that misconduct, as outlined in our HR policy.
Credit Note
Description: we issue a credit note indicating that we owe the customer. This happens most often when goods and most often is an internal process to reconcile invoices associated with returns. These can be either SKU credit notes or Price adjustment credit notes.
Process (link)
SLA (link)
Payment
Description: we issue a credit note and make a payment to someone that is not tied to an invoice (a payment tied to an invoice is a refund). This is most common in cases where we have damaged something other than our products during a delivery.
Process (link)
SLA (link)
New Order
Description: we place a new order in the system using the normal process.
Process (link)
SLA (link)
Escalation
Description: if we cannot resolve an issue with a customer (either because we lack a solution that matches the issue or because the customer rejects that solution) the issue is marked for escalation in Freshdesk. Escalated issues will go to the CS manager first. The CS manager will call the customer and attempt to resolve the issue. If the issue cannot be resolved, the issue will be marked for escalation a 2nd time and will be reviewed by the CS committee. The CS committee will agree on a solution to all escalated issues each week by choosing from the existing list or creating a new solution.
Process (link)
SLA (link)
Apology
Description: we issue a verbal apology to the customer, focusing on their feelings as well as the facts of the case.
Process (link)
SLA (link)
Voucher
Description: we give a discount on a product. This is usually done in addition to an apology, if we think we really messed up. Vouchers should be used very rarely. The CS team lead must approve any voucher recommendations before they are implemented. Vouchers are applied through Cradle.
Process (link)
SLA (link)
Internal Feedback
Description: we flag the issue for internal feedback. Issues flagged for internal feedback are reviewed at the CS committee meeting.
Process (link)
SLA (link)
Reschedule Delivery
Description: we deliver on a different day.
Process (link)
SLA (link)
Contact 3rd Party Lender
Description: contact the 3rd party lender to attempt to resolve the issue the customer is experiencing.
Process (link)
SLA (link)
Contract 3rd Party Courier
Description: contact the 3rd party courier.
Process (link)
SLA (link)
Other
Description: a non-standard solution. This should only happen if approved by the Customer Service Committee. This should never happen without the CS Committee’s approval. We want all issues to run through our approved list of solutions (see the explanation at the beginning of this section).