Subject: Re: Wrong responses on customers Chat
From: Apoorv Joshi <[email-masked]>
To: Nashwa Elshafey <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, malik ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Tue, 6 Dec 2022 05:51:58 -0700 (MST)

Hi Nahswa, 

Thank you for sharing these ticket ids. 

I will check them and will take the necessary action to coach the agents. I will also share the feedback with the team so that no one is repeating these same mistakes. 

Thank you for your help and guidance. 

Regards, 
Apoorv 

From: "Nashwa Elshafey" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "malik ismail" <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, "Mohd Imran" <[email-masked]>, "Jessie Caparas" <[email-masked]> 
Sent: Tuesday, December 6, 2022 6:06:43 PM 
Subject: RE: Wrong responses on customers Chat 

Hi Apoorv, 

Thank you for your quick response. 

Please check as well the below tickets as response , information provided & language style is not proper 

    * 5412931 
    * 5412987 
    * 5413245 
    * 5413266 
    * 5413392 

Appreciate to coach the agents and share the feedback provided to them. 

Thanks, 

Nashwa 

From: Apoorv Joshi <[email-masked]> 
Sent: Monday, December 5, 2022 4:35 PM 
To: Nashwa Elshafey <[email-masked]> 
Cc: deeksha <[email-masked]>; saurabh <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Mohd Imran <[email-masked]>; Jessie Caparas <[email-masked]> 
Subject: Re: Wrong responses on customers Chat 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi Nashwa, 

I have shared the feedback with the agent regarding this chat as well and will ensure they do not repeat this. 

Regards, 

Apoorv 

From: "Nashwa Elshafey" < [ mailto:[email-masked] | [email-masked] ] > 
To: "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mahmoud Emadeldin Mahmoud Elsayed" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] >, "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 5, 2022 4:39:39 PM 
Subject: RE: Wrong responses on customers Chat 

Hi Deeksha, 

No problem & enjoy your time  

[ mailto:[email-masked] | @Apoorv Joshi ] please check this one as well as the agent didn’t reply to customer chat properly also she was rushing the chat [ https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5413015 | 
#5413015 ] 

Thanks, 

Nashwa 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 5, 2022 2:50 PM 
To: Nashwa Elshafey < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Wrong responses on customers Chat 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi Nashwa, 

I am travelling, sending it to the team to check. 

@Apoorv: check this please and take corrective action. 

Regards, 

Deeksha 

Sent from my iPhone 

On 5 Dec 2022, at 16:17, Nashwa Elshafey < [ mailto:[email-masked] | [email-masked] ] > wrote: 

BQ_BEGIN

Hi Deeksha, 

Please find this ticket ( [ https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5405896 | #5405896 ] ) where the agent response time was different than the one that we agreed on 

Thanks, 

Nashwa 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, November 25, 2022 11:46 AM 
To: Nashwa Elshafey < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Wrong responses on customers Chat 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Investigating this now. 

Regards, 

Deeksha 

From: Nashwa Elshafey < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, November 25, 2022 1:13 PM 
To: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Wrong responses on customers Chat 

Hi Deeksha, 

The attached response to customer chat was wrong 5342754. 

Please check and coach the agent to read customer question properly and reply with the proper answer. 

Thanks, 

Nashwa 

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 

BQ_END

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com