Subject: Re: Urgent feedback for ticket id 1826386
From: Saurabh Dadu <[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 Dadu <[email-masked]>, Jessie Caparas <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Sun, 6 Dec 2020 16:16:17 +0000

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:

Hi @Saurabh<mailto:[email-masked]>,

Need this agent removed from the account asap!

@Jessie Caparas<mailto:[email-masked]> @Mohd Imran<mailto:[email-masked]> – 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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