Subject: Fatal Cases 24th May - 6th June 2021 (Feedback for Improvement)
From: Shakeeb Arsalan <[email-masked]>
To: Rahul Ranjan <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 9 Jun 2021 04:26:46 -0700 (MST)

Hi Rahul, 

PFB fatal mistakes we come across while doing the Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 	Remarks 
Email 	Rahul 	2617527 	9663196568 	24-May-21 	30-May-21 	0% 	Fatal 	This is lifestyle and the Agent did not advise the customer to exchange as per his request, Instead he created return request 
Email 	Rahul 	2624061 	6311582082 	25-May-21 	30-May-21 	0% 	Fatal 	Moved this case to Livesalesman group while it can be handled by him only, as he could have explained the customer about the delivery charges 
Email 	Rahul 	2641123 	7465369913 	29-May-21 	1-Jun-21 	0% 	Fatal 	7465369913 this order was cancelled on validation and another order was placed, However the agent did not inform the customer the same, also the customer placed another order and added more items but still the agent did not explain what happened and copied the same first reply 
Email 	Rahul 	2645597 	7464259037 	44347 	44354 	0 	Fatal 	The customer got wrong item then he contacted us after creating return request asking for the same item he order, the agent did not explain that we can not deliver after this stage and did not provide any information regarding the return request he just informed the customer that we will refund him 
Email 	Rahul 	2666365 	9666733679 	44351 	44354 	0 	Fatal 	Did not advise the customer that he can refuse the delivery 

Also Rahul You have to make sure you always provide all the details to the customer's in your interactions and avoid short and incomplete replies, Check this case for instance (2645597). 

You have to mention the order NO& Delivery TAT & AWB & guide the customer how to track when required. 

* You have scored in the week between 24th - 30th of May 65% and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark 

Regards 
Shakeeb