Subject: Feedback related to agents replies
From: Mohamed Mahmoud <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Imran Masih <[email-masked]>, Malik Ismail <[email-masked]>
Date: Tue, 22 Feb 2022 15:29:18 +0000

Dear Team,

here are a few cases that have been noticed related to agents replies through FD.

1st  case : CST had an order since 19 Dec 2020 which is a Crib and she noticed that there is a missing part but after a year and half of use,

So Cst came up to one of the agents asking for help and the agent just provided her with the normal return policy which is doesn't make any sense,

Hence it sounds like really poor communication, however, agent could have told her we will check and let u know If anything in hands we can do.

Moreover, this going to affect our CSAT as well.

 FD Tkt : 3807539
 Order : 6255865855

2nd case

Cst received a wrong order and was asking to get the correct one instead, however as per the policy we are able to return the whole order

And do a refund, however agent didn't advise the cst with our policy she just kept informing her that one of the concerned Team,

Will communicate with you through email to sort this out, at the end of the conversation with the Cst agent advised the cst to call us in the morning to be able to talk

To one of the supervisors however customer Didn't ask even to call any supervisor, seems that the agent doesn't have the ability to handle the cst's issues. please pass these two cases with the agents and make sure to avoid such poor service.

FD Tkt : 3695104
Order : 6375864609

Thanks,
Mohamed Ali
Escalation Desk - WebTeam.

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