Subject: Re: Urgent feedback for ticket id 1826386
From: Seeta Seeta <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Saurabh <[email-masked]>, Fauzan Musalman <[email-masked]>, Apoorv Joshi <[email-masked]>, Shakeeb Arsalan <[email-masked]>, deeksha <[email-masked]>, jessie caparas <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Sun, 6 Dec 2020 23:53:36 -0700 (MST)

Hi Imran, 

Thank you for your feedback. 

We sincerely apologize that this happened, we have checked this agent's chat and it is definitely not the correct way to handle the chat. All the agents are trained to seek for a supervisor's help whenever there are such chats in our queue or let us know at least when they are no longer able to assist or handle the customer so we can either take the chat away from them and handle it ourselves or we can go to them and personally assist them. We also advise them never to be too direct with the customers, be unresponsive for less than 2 min and use repetitive responses on chat or emails both. 

Unfortunately these chat agents were fairly trained a week back and was advised on these ethics when taking chats as well. They also were made to sit and take chats with tenured agents to ensure proper sentences, grammar and empathy towards customers. After checking with the agent directly we advised him as to why the chat was never brought to our attention and why was any supervisors help was never seeked. To ensure this never happens we have taken the following steps: 

1. The agent has been removed from Organisation. 
2. We have given refresher training to all the chat agents again on chat ethics along with a very strict feedback to ensure this does not happens. 
3. In order to not to repeat this incident, we are also modifying the chat response. Once they have been modified we will update you on the same. 

Thanks & Regards, 
Seeta Kunwar 

From: "Saurabh" <[email-masked]> 
To: "Mustehsan Siddiqui" <[email-masked]> 
Cc: "Mohd Imran" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Musalman" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "deeksha" <[email-masked]>, "jessie caparas" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Sunday, 6 December, 2020 21:46:17 
Subject: Re: Urgent feedback for ticket id 1826386 

Hi Mustehsan 

Will check this first thing tomorrow and act on it. 

Regards, 

Saurabh Dadu 
LiveSalesman 

On Dec 6, 2020, at 8:58 PM, Mustehsan Siddiqui <[email-masked]> wrote: 

BQ_BEGIN

Hi [ mailto:[email-masked] | 
@Saurabh ] , 

Need this agent removed from the account asap! 

[ mailto:[email-masked] | @Jessie Caparas ] [ mailto:[email-masked] | 
@Mohd Imran ] – Make sure to block his credentials asap, post response from LSM. 

Regards, 

Mustehsan Siddiqui 

From: Mohd Imran <[email-masked]> 
Date: Sunday, 6 December 2020 at 7:16 PM 
To: Saurabh Dadu <[email-masked]>, "seeta.seeta" <[email-masked]>, Fauzan Musalman <[email-masked]>, Apoorv Joshi <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Deeksha Dadu <[email-masked]> 
Cc: Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]> 
Subject: Urgent feedback for ticket id 1826386 

Hi Saurabh, 

Can we please look into the attached chat/ticket ID 1826386 and gauge the kind of experience we are providing to the customer. 

Need to know reason on below points – 

    * We do have a provision to transfer customer’s chat as per his / her request? Why agent refused it? 

    * Agent tried to close the chat without customer’s consent (considered as rude). 

    * Agents replies were blunt and straight forward. Sentence formation and statements which were used by them were not as per our quality standards. 

    * Is it ethical to use statements like “ You can close this chat and can connect the next chat with our colleague ” & “ what kind of action you want us to do” ? 

    * Agents are deliberately not replying on chats despite continuous messages from customer and chat kept transferring from one to another. 

    * Repetitive responses and statements were used. 

Due to this poor experience, customer got highly irate and escalated issue to CEOs. Need to know the RCA and action take on this. 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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BQ_END