Subject: Re: Fatal Auditing 6 - 12 Feb
From: "Fauzan Ahmad . Musalman" <[email-masked]>
To: "Mohmed Musa, SA" <[email-masked]>
Date: Sat, 22 Feb 2020 00:43:03 -0700 (MST)

Hi Mohammad, 

Kindly ignore this message it was send by mistake. 

Regards, 
Fauzan 

From: "Fauzan Ahmad . Musalman" <[email-masked]> 
To: "Mohmed Musa, SA" <[email-masked]> 
Cc: "Seeta Seeta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Malik Ismail" <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mohd Imran" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Friday, 21 February, 2020 17:09:42 
Subject: Fatal Auditing 6 - 12 Feb 

Hi Tawfik, 

As you are already aware that we have started the auditing for emails/chats. In 6- 12 Feb auditing you have received 1 fatal and I want you to go through with the details and make sure that the same thing won't happen again. 

Fatal Details: 
Audit Type 	Audited By 	Agent Name 	Customer's Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Chat 	Fauzan 	Mohammad Tawfik 	NA 	452284 / 9769457882 	9-Feb-20 	10-Feb-20 	0% 	Fatal 

Reasons for fatal: 

452284 – [ callto:9769436976 | 9769457882 ] : Customer saying that I want to change the delivery address from Dubai to Al-Fojaira and delivery partner updated him already that we can not deliver to Al-Fojaira. 

What can be done: You can apologize from the customer and update her that we can not change the delivery address and try to convince her. However you have directly asked the customer to share the address and you have escalated to LMG to update the address. also you have not updated the customer email address on Freshdesk. 

Regards, 
Fauzan