Subject: Fatal Case 4th - 10th Jan 2021
From: Shakeeb Arsalan <[email-masked]>
To: MOHAMMED ALMUSTAFA <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Thu, 21 Jan 2021 02:47:29 -0700 (MST)

Hi Almustafa, 

PFB fatal mistake we come across while doing the Audits, I want you to go through the details and make sure that the same thing won't happen again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Chat 	Almustafa 	1954303 	6259849154 	4-Jan-21 	5-Jan-21 	0% 	Fatal 

Reason for Fatal: 
- You did not address the customer by his name . 
- You mentioned wrong time frame. 
- You did not apologize from the customer 

And the main reason is that you were not welling to help the customer when the customer was asking about his order which he has placed & he did not know the order NO and shared with you the contact NO to fetch the details of his order, However you informed the customer that the details can not be fetched without the order NO which is wrong. 

What should have been done: 
You could have fetched the order NO and assisted the customer by searching by the contact NO. 

* You have scored in the week between 4th - 10th of Jan 77% and that is below the benchmark which is 85%, Please note that you have to improve your emails quality to score more than 90%. 

* Please go through the audits parameters shared with you earlier and follow the same. 

Regards 
Shakeeb