Subject: Re: C-sat enhancement Process - Livesalesman
From: Mustehsan Siddiqui <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Mohamed Nagy <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[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]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
Date: Tue, 8 Mar 2022 12:58:47 +0000

+++
Regards,
Mustehsan Siddiqui
From: Shakeeb Arsalan <[email-masked]>
Date: Tuesday, 8 March 2022 at 3:16 PM
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]>
Subject: C-sat enhancement Process - Livesalesman

External email sender, please take precaution.
​_
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 @Shakeeb Arsalan<mailto:[email-masked]>,

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

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

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