Subject: Warning Letter
From: Shakeeb Arsalan <[email-masked]>
To: [email-masked]
Cc: syed ataullah <[email-masked]>, Shaha Alsobaiy <[email-masked]>, abdulmajeed alanzy <[email-masked]>, hessah alosaimi <[email-masked]>
Date: Sun, 9 Jan 2022 03:43:46 -0700 (MST)

Hi Hassan, 

After checking a lot of your chats we came to know that the you are not handling them properly. Please follow the below sample for your reference: 

3730599 item cancelled for COD order you promised for escalation (Where the escalation is not needed as if the item was cancelled then it will not be shipped again). 

3730604 N ot escalated, Just informing the customer that we will escalate the issue and you leave it open in the dashboard for someone else to work on. 
3730609 not escalated (Delivery cost was not refunded) 

3730644 Closing the case without trying to understand what is the customer's issue and resolving it. 
3730647 not escalated 
3730665 not escalated (Not even trying to check if the customer is providing the correct contact NO) 
3730760 The customer here wanted to know how to place new order and you are giving him the product's information. 

Please note that you have been notified many times to follow the chats standards, ( DO NOT APPLY YOUR OWN STANDARDS ) 

Points need to follow & Focus on: 

- Address the customer full issue as per his request (Without sending random replies) 
- If the issue needs to be escalated then you need to take care of your escalation (Do not compile them in your queue for someone else to work on them) 
- If the issue can be resolved on chat (Without escalation), then you have to do so. 
- After addressing the full concern of the customer then you need to give 5-7 mins before closing the chat. (You r Just closing the chat in 1 minute and when the customers are coming again they r also waiting for so long to get answer by someone else) 

Please consider this as a very serious warning, and if you kept following the same manner of handling the cases then a strict action will be taken against you and might that lead to termination. 

For any assistance & clarification you can contact your supervisors and they will assist. 

Regards 
Shakeeb