Subject: Warning (Improvement required)
From: Shakeeb Arsalan <[email-masked]>
To: Saud Almutlaq <[email-masked]>
Cc: Abdulmonem Mohamed <[email-masked]>
Date: Thu, 2 Sep 2021 08:50:39 -0700 (MST)

Hi MBS, 

PFB Fatal mistake 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 
Email 	Saud 	2996374 	NA 	18-Aug-21 	26-Aug-21 	0% 	Fatal 
Email 	Saud 	3000908 	6340306455 	23-Aug-21 	1-Sep-21 	0% 	Fatal 
Email 	Saud 	2999139 	6333710744 	19-Aug-21 	26-Aug-21 	0% 	Fatal 

2996374: The reply is improper (unprofessional ) , there is no willingness to help the customer & grammatical and syntax errors (Should have investigated further regarding the issue and assisted the customer ) 

3000908: The refund has already happened however the agents was informing the customer that it will take some time to be delivered to the WH and then it will be refunded 

2999139: Rejected refund scenario, however the agent also sent the quality check canned response 

You have also to focus on the below points in your interactions with the customers.: 

    * Punctuation error is observed in many chats. 
    * We need to focus on the disposition of interactions, agents are selecting wrong territory and concepts, not putting AWB numbers in case of delivery related issues which may impact the reporting. 
    * Disposition as per the scenario is also major issue. 
    * While raising any issues or providing any information, TAT need to be shared with customer. 
    * Agent should know how to read Hybris and explain the information correctly to the customer. 
    * Not to send random replies without understanding the situation. 

Kindly take care of the mentioned points above, we need to see improvement in this week. 

Regards 
Shakeeb