Subject: Fwd: Escalation regarding ticket id 1509158
From: Saurabh Dadu <[email-masked]>
To: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Sun, 18 Oct 2020 07:32:12 +0000

Regards,

Saurabh Dadu
LiveSalesman

Begin forwarded message:

From: Saurabh Dadu <[email-masked]>
Date: October 18, 2020 at 1:01:16 PM GMT+5:30
To: Mohd Imran <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, "mustehsan.siddiqui" <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Escalations Dxbteam <[email-masked]>
Subject: Re: Escalation regarding ticket id 1509158

 Imran,

Apologies looking into this. Last week 2 agents were fired for this. Let me see who did this

Regards,

Saurabh Dadu
LiveSalesman

On Oct 18, 2020, at 12:58 PM, Mohd Imran <[email-masked]> wrote:

Hi Saurabh,

Adding to this, there is one more ticket 1595844 wherein customer’s issue is running from long and we have all the history available in FD. However, agent still asking customer to share the details.

Agents is sending repetitive replies instead of changing and improvising her sentences.

This kind of interaction may led to potential escalation, as customer was highly irate.

Regards,
Mohd. Imran

From: Mohd Imran
Sent: Wednesday, October 14, 2020 4:45 PM
To: Saurabh <[email-masked]>; Deeksha Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: Escalation regarding ticket id 1509158

Hi Saurabh,

We have received an escalation from higher management wherein customer was not assisted properly and repetitive replies were sent.

As per attached ticket, customer’s concern was of amount deduction and order not processed. And according to system his refund is already processed on 17th August 2020 for the same order.

It’s very disappointing that no one from LSM did check this and informed him, and kept sending constant replies that our team is working on that.

This is not only hampering customer’s experience , it also reflects where we stand in terms of quality.

Customer is following up on this case from almost last two months.

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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