Subject: Re: Feedback chat - Ticket id 5262162
From: Saurabh Dadu <[email-masked]>
To: Mohd Imran <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Deeksha Dadu <[email-masked]>, Naif BinTeni <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Nashwa Elshafey <[email-masked]>
Date: Wed, 16 Nov 2022 11:39:45 +0000

Checking

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mohd Imran <[email-masked]>
Sent: 16 November 2022 5:00 PM
To: Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Naif BinTeni <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Jessie Caparas <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Nashwa Elshafey <[email-masked]>
Subject: Feedback chat - Ticket id 5262162

Hi Team,

We came across one chat, which was mishandled by agent Budoor Alhodaibi. Below are the points which should have been avoided while conversating with the customer. His concern was regarding the delay in delivery.

  *   No human touch was given to interaction, only canned and automated responses were used.
  *   Though the customer was highly irate, the agent was nowhere answering his query and willingness to help was missing from the interaction.
  *   Customer could have been pacified by addressing his concern and giving relevant replies to him.
  *   Though the case was escalated to the concerned team. However, it has been raised to escalation DXB after 7 days, which could have been raised early for the timely addressal of the customer’s complaint.

Please coach the agent and this should not be repeated in future.

https://landmarkgroupservice.freshdesk.com/a/tickets/5262162

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Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

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