Subject: Fatal Cases 19th Apr - 9th May 2022 (Feedback )
From: Elharith Elsiddig <[email-masked]>
To: "Mazen Mohammed" <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Ankur Kwatra <[email-masked]>, Nikhil Bishnoi <[email-masked]>
Date: Sun, 12 Jun 2022 02:54:58 -0700 (MST)

Hi Mazen Mohd, 

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 	Mazen Mohd 	4226340 	8.16E+09 	22-Apr-22 	7-May-22 	0% 	Fatal 	The cx was asking regarding the order number 8164850628 
Chat 	ELHARITH 	Mazen Mohd 	4244036 	1.67E+09 	24-Apr-22 	8-May-22 	0% 	Fatal 	The amoutn already refunded to my credit yet the agent inform the cx that the amount wll be refunded after 7 days to your bank account 
Chat 	ELHARITH 	Mazen Mohd 	4280766 	8.17E+09 	28-Apr-22 	15-May-22 	0% 	Fatal 	The cx asked for the item ID 163066908 where the agent did not give complete resoulton for it 
Email 	ELHARITH 	Mazen Mohd 	4288531 	[email-masked] 	29-Apr-22 	15-May-22 	0% 	Fatal 	Cx shkran card was blocked ([email-masked]) the agent reply is irrelivant to cx question 
Chat 	ELHARITH 	Mazen Mohd 	4315937 	1.67E+09 	6-May-22 	23-May-22 	0% 	Fatal 	The agent inform the cx that the order has been cancelled yet the cacnellation 
FAILED .. 

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

- To provide correct & full/complete resolution to Customer query 
- Need to apologize customer in required scenarios like delay and issues from our end. 
- Need to use correct phrases and sentences as per the email scenario. 

Your score from 19th Apr - 9th May was 80% 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, 
Elharith