Subject: Feedback - Ticket id 2639563
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>
Date: Mon, 31 May 2021 07:11:26 +0000

Hi Team,

We came across a chat ticket wherein quality and customer handling skills were really poor. Case was of wrong item and agent was not able to handle the chat properly. Below are our observations.

  *   Customer already provided her order number to bot. However, instead of confirming that agent asked the customer to share order number.
  *   Wrong item was delivered to customer, agent didn't probe the details of product received.
  *   Should have asked customer to share the product images on support id.
  *   Statements used such as " I'm really sorry for Wasting your time", "I don't have approval to refund you", are completely wrong, rude and sarcastic.
  *   Customer could have pacified & convinced easily on chat, agent proactively asked customer for a call back from her end.

We have observed multiple issues with this particular agent, Can we quickly share a rigid feedback and final warning to her. This type of interaction will hamper customer's experience and could led to a potential escalation to higher management or social media.

Kindly update us about the action taken on this.

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

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