Subject: Low chat performance (Poor handling)
From: Shakeeb Arsalan <[email-masked]>
To: mohd salman <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Date: Wed, 20 Jan 2021 03:42:56 -0700 (MST)

Hi Salman, 

After checking a good number of the chat you have handled we saw that: 

- you are not addressing the customer by his name. 
- You are not apologizing to the customer when needed 
- and not asking the customer for any further assistance before closing the chat in many cases 
- You are asking the customer for the order NO even though if it is mentioned in the chat with the bot 

Check these below examples. 

1985204 
1985358 
1989872 

And in this case 1989872 you should have escalated the case to the courier to update to update the customer's contact NO as it is mentioned in the chat with the bot already and it is clear that the NO does not match with the NO the customer has provided on hybris. 

Please go through the quality check parameters again and act accordingly in your interactions with the customer 

Please note that your chat will be monitored and if we come across such mistakes again a penalization will be conducted. 

Regards 
Shakeeb