Subject: C-SAT Rating & Feedback - February 8
From: Akshay Berry <[email-masked]>
To: Saeed Khawaldeh <[email-masked]>, Apoorv Joshi <[email-masked]>, hessah alosaimi <[email-masked]>, Abdulmajeed Alanzy <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Thu, 10 Feb 2022 07:53:58 +0000

Hi team,

As discussed in the meeting yesterday, sharing the key points to be followed for a better CSAT score.

  *   Agents to always double check in Hybris for On Validation order cases.
  *   Empathy / Apology is missing while replying to customers.
  *   Agents not willing to offer help or asking enough information from customers.
  *   Always escalate the store related cases/complaints to store spoc.

Ensure to check the attached sample cases and coach the agents accordingly.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

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