Subject: Fatal Cases 19th Apr - 9th May 2022 (Feedback )
From: Manish Kumar <[email-masked]>
To: "Mohammed Abdullah, Bahashwan" <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Mohd Imran <[email-masked]>, Ankur Kwatra <[email-masked]>, Apoorv Joshi <[email-masked]>, Elharith Elsiddig <[email-masked]>, Nikhil Bishnoi <[email-masked]>, deeksha <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Sat, 11 Jun 2022 07:43:15 -0700 (MST)

Hi Bahashwan, 

PFB fatal mistakes we come across while doing the quality Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 	Remarks 
Email 	ELHARITH 	Mohammed Abdullah Bahashwan 	4302064 	8.17E+09 	1-May-22 	15-May-22 	0% 	Fatal 	cx reported that he received wrong item yet the agent did not advise him regarding that (incomplete resoultion) 
Email 	ELHARITH 	Mohammed Abdullah Bahashwan 	4315592 	NA 	5-May-22 	20-May-22 	0% 	Fatal 	The cx from Bahrain yet the agent inform him that we deliver within UAE only 
Email 	ELHARITH 	Mohammed Abdullah Bahashwan 	4319361 	7.37E+09 	7-May-22 	23-May-22 	0% 	Fatal 	The cx contacted us regarding the item 162110676 which has been refunded back to my credit account yet the agent inform the cx that the amount BHD 3.75 only refunded back 

Also, you have to focus on the below points have been noticed in your interactions with the customers: 

    * To provice correct & full/complete resolution to Customer query 
    * Addressing all the quiries of the cx single/Multiple Queries 

Your score from 19th Apr - 9th May was 84 % which is below the benchmark. 

Please note that you have to improve your performance in order to meet & exceed the benchmark which is 85%. 

You have to focus on while sending any response to the customer and that should be 100% Accurate. 

Regards, 
Manish