Subject: Warning letter
From: Shakeeb Arsalan <[email-masked]>
To: Fatma Maher <[email-masked]>
Cc: HR Livesalesman <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 31 May 2021 02:20:46 -0700 (MST)

Hi Fatma, 

We got a very bad feedback from the client regarding chat ticket of yours wherein quality and customer handling skills were really poor. Case was of wrong item and you were not able to handle the chat properly. Below are our observations. 

    * Customer already provided her order number to bot. However, instead of confirming that you asked the customer to share order number. 
    * Wrong order 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, You proactively asked customer for a call back from your end. 

So many issues have been observed by the clients regarding your tickets, and that is quit embarrassing for senior Agent like you. 

You should know that you have to be extremely calm while handling chats and do everything you can to pacify customers. 

And make sure you reach out to any supervisor available at any time in case you need any assistance. 

Consider this as your last warning and note if we are gonna get any complaint against you or find out you are not handling the chats properly, You will be terminated immediately. 

Regards 
Shakeeb