Subject: C-sat enhancement Process - Livesalesman
From: Shakeeb Arsalan <[email-masked]>
To: Mohamed Nagy <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, hessah alosaimi <[email-masked]>, abdulmajeed alanzy <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Tue, 8 Mar 2022 04:16:21 -0700 (MST)

Hi Nagy/Team, 

Hope you are doing well. 

Please follow the below plan we have prepared, And let me know if there is any further suggestion. 

Action plan for C-sat improvement. 

Please follow the below customer satisfaction report for the last 3months. 

Month 	

Team 	

Posetive 	

Neutral 	

Negative 

Dec-21 	

Livesalesman 	

41% 	

12% 	

47% 

LSM KSA Call Center 	

35% 	

10% 	

54% 

Jan-22 	

Livesalesman 	

44% 	

10% 	

45% 

LSM KSA Call Center 	

38% 	

11% 	

51% 

Feb-22 	

Livesalesman 	

46% 	

11% 	

44% 

LSM KSA Call Center 	

43% 	

13% 	

43% 

And based on the last report we got from you the reason behind that is as per the below: 	

Group 	

Agent 	

Agent/Process 	

Other 	

Process 	

LiveSalesman 	

8% 	

23% 	

10% 	

60% 	

LSM KSA Call Center 	

26% 	

19% 	

7% 	

48% 	

PFB C-sat Key drivers for both teams. 		

India 					

KSA 		

Row Labels 	

Extremely dissatisfied 	

Extremely satisfied 	

Neither satisfied nor dissatisfied 	

Grand Total 		

Row Labels 	

Extremely dissatisfied 	

Extremely satisfied 	

Neither satisfied nor dissatisfied 	

Grand Total 

Abdulqader Ahmed 	

29 	

43 	

5 	

77 		

Abdulmajeed Alanazi 	

2 	

1 	

3 

Ahmad Hokan 	

74 	

85 	

24 	

183 		

Amira Alanaz 	

74 	

78 	

27 	

179 

Ahmed Omer 	

2 	

7 	

1 	

10 		

Asma Salem 	

33 	

41 	

15 	

89 

Ali Atef 	

11 	

28 	

4 	

43 		

Hessah Alosaimi 	

2 	

7 	

9 

Aya Saoud 	

104 	

78 	

19 	

201 		

Maha Alotaibi 	

2 	

2 	

4 

Elharith elsiddig 	

5 	

4 	

3 	

12 		

Modhi Alanzi 	

21 	

30 	

5 	

56 

huma sayed 	

115 	

85 	

28 	

228 		

Naif Alabid (Left) 	

33 	

21 	

8 	

62 

Mais Said 	

64 	

115 	

17 	

196 		

Naif Teni 	

68 	

55 	

24 	

147 

Mayar nasser mahmoud 	

25 	

19 	

4 	

48 		

Raghad Alotaibi 	

1 	

	

1 

Mazen Mohd. 	

2 	

7 	

2 	

11 		

Rashid Rashoud 	

2 	

1 	

3 

Mazin ibrahim bassi 	

3 	

5 	

1 	

9 		

Reenad Alosaimi 	

28 	

38 	

5 	

71 

Mohad Kmali 	

1 	

1 	

2 		

Sara Alsharif (Left) 	

38 	

25 	

8 	

71 

Mohammad Tawfik 	

35 	

21 	

9 	

65 		

Saud Almutlaq 	

20 	

31 	

8 	

59 

Mohammed bahashwan 	

57 	

58 	

14 	

129 		

Shahad Albelihed 	

42 	

52 	

15 	

109 

Mohammed Murshed 	

2 	

4 	

6 		

Shehanah Khalid 	

45 	

43 	

14 	

102 

Mohd. Elbadri 	

10 	

11 	

6 	

27 		

Turki Alzahrani 	

4 	

5 	

1 	

10 

Nikhil Bishnoi 	

3 	

5 	

8 		

Yara Hakeem (Left) 	

45 	

27 	

7 	

79 

Prince Malik 	

1 	

1 	

2 		

Grand Total 	

460 	

461 	

142 	

1063 

Samer Salmeh 	

14 	

15 	

6 	

35 						

Ziena Saeed 	

110 	

111 	

25 	

246 						

Grand Total 	

667 	

705 	

168 	

1540 						

Below are the Key reasons Per agent for KSA 

Row Labels 

Amira 

Return collection & Incomplete response > not addressing the customer's concern properly 

Amira Alanaz 

C&C & Using the canned response blindly > Not addressing the customer's concern 

C&C & Using the canned response blindly without amending as per customer's concern 

Delivery & Sending wrong information to the customer > Not double checking the response before sending 

Delivery & Using the canned response blindly without addressing the customer's concern > no willingness shown to help 

Item issue & Using the canned response blindly without addressing the customer's concern 

Wrong item delivered & Using the canned response blindly without amending and showing willingness to help 

Asma Salem 

Packaging complain & Using the canned response without addressing the customer's concern properly and take extra mile to provide sulotion and satisfy the customer 

Refund & Using the canned response blindly without addressing the customer's concern 

Hessah Alosaimi 

Refund & Using the canned response blindly with no willingness to help 

Modhi Alanzi 

Customer did not provide anything > Wrong reply & not asking the customer for proper details 

Naif Alabid 

Delivery & Incomplete response not providing full details 

Naif Teni 

Delivery & Using the canned response blindly without addressing the customer's concern > no willingness shown to help 

Reenad Alosaimi 

Delivery & Using the canned response blindly without addressing the customer's concern 

Refund & Using the canned response blindly without amending as per customer's concern 

Return & Not addressing the customer's concern properly 

Saud Almutlaq 

Cancelled item & Not addressing the customer's concern properly 

Item issue & Using the canned response blindly without addressing the customer's concern 

NDR & Not using the canned responses > language errors 

Shahad 

Delivery & There was no willingness to escalate and help the customer 

Shahad Albelihed 

Wrong items delivered & Using the canned response blindly without amending and showing willingness to help 

Shehanah Khalid 

Delivery & Not willing to take extra mile in escalating and helping the customer proactively 

Return & Wrong response > not investigating and checking the system properly 

Return collection & Using the canned response blindly without amending and showing willingness to help 

Grand Total 

Below are the Key reasons Per agent for India 

	

Row Labels 

Abdulqader 

Delivery .. Not checking & Addressing the customer's concern properly & Wrong reply 

Aya 

Delivery .. Language (grammatical mistakes) & incomplete details provided 

Refund & Language & Not addressing the customer's concern properly 

Bahashwan 

C&C complain & Using the canned response blindly without willingness to escalate and help the customer 

Damaged item & Using the canned responses blindly without showing willingness to hep 

Late delivery & No willingness to help and escalate shown 

Refund query & Using the canned response blindly without willingness to escalate and help the customer 

Talabat promo code & not adressing the customer's concern properly.. Lack of knowledge 

Wrong item delivered & Nusing the canned response blindly without addressing the customer's concern properly 

Hokan 

Offline store refund & There was no willingness to help the customer and escalate 

Wrong item delivered & Not investigating & wrong response 

Huma 

C&C complain & Using the canned response blindly without willingness to escalate and help the customer 

Promotion issue & Not addressing the customer's concer properly< No willingness to help 

Store offers & No sympathy shown 

Wrong item delivered & complain about the delivery guy ( Not addressing the customer's concer's properly .. No willingness to help ) 

Wrong item delivered & using canned responses blindly without amending properly 

Mais 

C&C Not addressing the customer's concer properly .. No willingness to help 

Online promocode .. Not addressing the customer's concer's properly (lack of knowledge) 

Refund & not providing full response to the customer & there is no willingness to help 

Mayar 

Refund & not providing full response to the customer & there is no willingness to help 

Samer 

Late delivery & No willingness to help and escalate shown 

Samer, Ziena, Mayar, Tawfik 

Offline store item complain & not addressing the customer's concern properly .. No willingness to help 

Tawfik 

Rrfund & Return & Repeating the same response ..Not investigating and addressing the customer's concern properly 

Tawfik, Mayar 

Late refund & No willingness to help and escalate 

Order cancellation request & Repeating the same response/ No willingness to escalate and help the customer 

Ziena 

Account issue & Customer's My credit not showing .. Did not show willingness to help 

C&C 10% discount on the day of collection & there is no willingness to escalate and help the customer 

Delivery & Refund case … Not addressing the customer's concern properly, No willingness to help 

Late collection & there is no willingness to escalate and help the customer 

Product Information & wrong response & no willingness to help 

Moving forward here is our plan of action to improve the C-sat level. 

1- As discussed all of the D-sat received will be checked on daily basis by Apoorv. 
2- Feedback will be given to the agents individually (Apoorv & Shakeeb will share with LSM team & Hessah and Abdulmajeed will share with KSA team). 
3- The scores will be shared with the agents on weekly basis. (will be monitoring the improvement and tackling the outliers on time) 
4- Suggestion will be shared with you to make sure we correct any business fault that impacting the satisfaction level. 

As per the above we expect C-sat level to improve and reach the target by the end of this fiscal year. 

Month 	

Team 	

Posetive 

Mar-22 	

Livesalesman 	

45-50% 

LSM KSA Call Center 	

45-50% 

Apr-22 	

Livesalesman 	

50-55% 

LSM KSA Call Center 	

50-55% 

May-22 	

Livesalesman 	

55-60% 

LSM KSA Call Center 	

55-60% 

Jun-22 	

Livesalesman 	

60-65% 

LSM KSA Call Center 	

60-65% 

Jul-22 	

Livesalesman 	

65-75% 

LSM KSA Call Center 	

65-75% 

Regards 
Shakeeb 

From: "Shakeeb Arsalan" <[email-masked]> 
To: "Mohamed Nagy" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]>, "hessah alosaimi" <[email-masked]>, "abdulmajeed alanzy" <[email-masked]> 
Sent: Wednesday, March 2, 2022 4:19:58 PM 
Subject: Re: Csat enhancement Process - Livesalesman 

+ @Hessah +@Abdulmajeed 

From: "Shakeeb Arsalan" <[email-masked]> 
To: "Mohamed Nagy" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "trainee hessah alosaimi" <[email-masked]>, "trainee abdulmajeed alanzy" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Wednesday, March 2, 2022 4:18:48 PM 
Subject: Re: Csat enhancement Process - Livesalesman 

I will surely do. 

Regards 
Shakeeb 

From: "Mohamed Nagy" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "trainee hessah alosaimi" <[email-masked]>, "trainee abdulmajeed alanzy" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Wednesday, March 2, 2022 3:58:45 PM 
Subject: RE: Csat enhancement Process - Livesalesman 

Thanks [ mailto:[email-masked] | 
@Shakeeb Arsalan ] , 

Waiting for it, kindly try to provide it Max by beginning of next week, appreciated. 

Regards, 

Mohamed Nagy 

From: Shakeeb Arsalan <[email-masked]> 
Sent: Wednesday, March 2, 2022 3:45 PM 
To: Mohamed Nagy <[email-masked]> 
Cc: Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; trainee hessah alosaimi <[email-masked]>; trainee abdulmajeed alanzy <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]> 
Subject: Re: Csat enhancement Process - Livesalesman 

External email sender, please take precaution. 

Hi Nagy, 

Thanks for your email. 

We are working on it & Will share with you and the team once it is ready. 

Regards 
Shakeeb 

From: "Mohamed Nagy" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] >, "Shakeeb Arsalan" < [ mailto:[email-masked] | [email-masked] ] >, "Manish Kumar" < [ mailto:[email-masked] | [email-masked] ] >, "trainee hessah alosaimi" < [ mailto:[email-masked] | [email-masked] ] >, "trainee abdulmajeed alanzy" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] >, "Mohammad Shababe Quamar" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, March 2, 2022 3:27:42 PM 
Subject: Csat enhancement Process - Livesalesman 

Dear [ mailto:[email-masked] | 
@Shakeeb Arsalan ] , [ mailto:[email-masked] | 
@Apoorv Joshi ] , 

As per our meeting the day before yesterday, waiting for the action plan that you will follow in order to enhance the C-sat numbers, 

Kindly also make sure it will have sort of expected time line to achieve our mission , 

appreciate your efforts all, 

Regards, 

Mohamed Nagy 

Escalation Desk – Landmark Digital Team – Landmark Group HQ - UAE 

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com